Receptionist (Clapham)

Job Title: Receptionist

Industry: Health and Fitness

Location: Clapham

Reports to: Head Receptionist

Job Overview :

We are looking for an enthusiastic and detail-oriented Receptionist to join our team at our luxury health and fitness club. As the first point of contact for members and guests, you will play a key role in creating an exceptional experience. The ideal candidate will have a passion for providing outstanding customer service, possess excellent communication skills, and maintain a professional, polished demeanour always. This is an exciting opportunity to be part of a high-end fitness and wellness environment, where excellent service is at the core of everything we do.

Key Responsibilities :

• Greet members and guests with a warm, friendly, and professional attitude, ensuring they feel welcome and valued from the moment they arrive
• Answer phone calls and respond to emails in a timely, courteous, and professional manner, addressing inquiries and providing detailed information about services, programmes, and membership
• Handle member check-ins, appointment scheduling, and reservations, ensuring accuracy and attention to detail
• Assist members with inquiries regarding facility amenities, classes, programmes and services, providing personalised recommendations when needed
• Resolve any member concerns or issues promptly and professionally, escalating to management when necessary to ensure a satisfactory outcome
• Maintain a clean, organised, and visually appealing front desk area that reflects the facility’s high-end standards
• Process payments, memberships, and other transactions, ensuring accuracy and confidentiality
• Maintain up-to-date knowledge of all promotions, special events, and facility updates to ensure guests are well-informed
• Coordinate with other departments (e.g. coaches, fitness staff, cleaning, management) to ensure smooth operations and seamless service
• Assist with special requests or VIP services for members and guests, providing an elevated experience
• Ensure all member information is accurately entered into the system and updated as necessary, always maintaining confidentiality
• Stay proactive in identifying ways to improve the overall guest experience and member retention, suggesting improvements to management

Qualifications / experience :

• Previous experience in a customer service or hospitality role, ideally in a luxury setting
• Strong interpersonal and communication skills with a natural ability to connect with people and create a positive, welcoming atmosphere
• Proficient in using office software, booking systems, and customer management tools.
• Excellent organisational skills with the ability to multitask in a fast-paced environment while maintaining attention to detail
• A positive, professional, and polished appearance that aligns with the luxury brand
• Ability to handle inquiries, requests, and situations with tact and discretion
• Flexibility to work mornings, evenings, weekends, and holidays as needed

Benefits :

• Competitive pay with opportunities for growth
• Complimentary membership to the fitness facility and discounts on services and retail
• Ongoing training and development opportunities in customer service and fitness industry knowledge
• A dynamic, supportive team-oriented environment in a top-tier fitness facility

If you are passionate about delivering top-tier customer service and being a key part of an exceptional fitness and wellness experience, we would love to hear from you!