Job Description

JOB SUMMARY

The Host / Sales Executive serves as the face of the brand, responsible for delivering an exceptional member experience while supporting the achievement of acquisition, retention, and revenue targets. This role blends hospitality, sales, and operational excellence, ensuring every guest and member touchpoint reflects our brand's premium service standards.

DUTIES and RESPONSIBILITIES

A. Member Experience & Hospitality

Welcome and engage all members and guests, ensuring an exceptional first impression.

Deliver personalized guidance on programs, schedules, and membership options.

Ensure smooth onboarding and orientation for new members.

Monitor member satisfaction and proactively resolve concerns or escalate to CRM Lead.

Maintain strong product knowledge across all programs, services, and facilities.

B. Sales & Conversions

Conduct tours, consultations, and trial bookings for potential members.

Convert qualified leads into memberships by highlighting key benefits and value.

Upsell and cross-sell premium upgrades, add-ons, or renewals.

Follow up with leads and expired members through WhatsApp, calls, and email (via CRM).

Support marketing campaigns and promotions (30/30 Challenge, Referrals, Corporate Deals, etc.).

Maintain accurate lead tracking and status updates in Zoho CRM.

C. Admin & Retention

Execute after-sales engagement touchpoints (Day 3, 7, and 21 follow-up calls), Service calls for Active members.

Handle member requests, freezes, and feedback through Zoho Desk within SLA.

Track member attendance and engagement patterns to support retention campaigns.

Promote referral programs and ensure positive word-of-mouth from satisfied members.

Maintain complete and accurate data (Zoho, QP, Double Tick).

D. Operations & Compliance

Ensure reception, front desk, and communication areas reflect brand standards.

Report any operational or system issues to Duty Manager or IT team as per escalation matrix.

Comply with SOPs, ticketing timelines, and escalation processes.

Support internal communication across departments (Customer Experience, Units & Programs, PT, and Operations).

Contribute to the host duty rotation schedule, ensuring coverage at all times.

Skills & Competencies

Customer Service

-Empathy, patience, and professionalism in handling members.

Sales

-Persuasive communication, goal orientation, and product knowledge.

Operational

-Time management, multitasking, and process discipline.

Technical

-Proficiency in Zoho CRM, Zoho Desk, and internal booking systems.

Communication

-Strong verbal and written English; Arabic or French is a plus.

Teamwork

-Collaborative attitude and ability to work in a cross-functional environment.

Personal Traits

-High energy, reliability, adaptability, and attention to detail.

QUALIFICATIONS AND SKILLS

Minimum 3 years of experience in a customer-facing role (hospitality, fitness, or retail preferred).

Proven background in sales or client servicing.

Strong communication and relationship-building skills.

Familiarity with CRM tools and digital communication systems.

Bachelor's degree or equivalent in Business, Hospitality, or related field.

Job Type: Full-time

Work Location: In person