Club Lead

Full-time Permanent Associate

Posted 05 Oct 2026

Description

FOH Club Lead

Reports to: Club Manager Contract: Minimum thirty two hours per week

Overview

The FOH Club Lead is the Club Manager's right hand on the floor. They are a visible, hands on leader who supports the team, maintains high club standards and helps deliver an exceptional customer experience.

They lead by example, coach in the moment and bring Every Customer. Every Time. to life through our four pillars:

Service

• Lead by example in delivering exceptional, personalised customer service
• Set the tone for energy, professionalism and customer interactions on shift
• Ensure the team consistently delivers the key customer service basics
• Build strong relationships with regular customers and support first timers
• Confidently manage customer issues, complaints and escalations
• Share customer feedback and opportunities with the Club Manager

People

• Be a visible, approachable leader on shift and communicate expectations clearly
• Coach the FOH team and give in the moment feedback
• Support the recruitment, onboarding and training of new team members
• Hold the team accountable to role expectations and club standards
• Support challenging situations calmly and professionally
• Help create a positive culture of continuous improvement and One Team

Standards

• Ensure the club is clean, organised and customer ready at all times
• Take ownership of standards across reception, studios, changing rooms, lockers and bar areas
• Ensure daily and weekly tasks, checklists and compliance checks are completed
• Identify and escalation Facilities or operational issues quickly and follow them through
• Maintain the same high standards whether the Club Manager is on site or not

Product and Operations

• Build strong knowledge of 1Rebel classes, concepts, memberships and packages
• Maintain confident knowledge of Mariana Tek and key customer processes
• Support more complex customer and account queries
• Support stock takes, stock levels and Refuel Bar operations
• Support private bookings and events where required
• Take increased ownership of club operations during Club Manager absence

What We're Looking For

• Strong customer focus and natural relationship building skills
• Confident, visible and hands on leadership
• Ability to coach, train and hold others accountable
• Strong organisation and attention to detail
• Calm, proactive and solutions focused approach
• Positive energy, strong communication and willingness to take ownership

Our Values

Customer CentricRebel ThinkingCome As You AreEnergy Matters

Role Requirements

• Minimum thirty two hour contract
• Flexibility across early mornings, evenings and weekends
• Minimum two weekend days per month
• First Aid and Fire Marshal trained, or willing to complete training
• Comfortable taking increased responsibility when the Club Manager is away

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