Front of House Night Supervisor

4 weeks ago

Vancouver BC, Canada Altea Full time

Altea's Front of House Supervisors are customer oriented, personable, energetic leaders who are the 'face' of our company. You meticulously coordinate all front desk activities, including 'signing members in', managing the phone lines, and booking appointments. You and your team are product and service champions enabling you to match identified client needs while generating quality referrals.
You're Customer Service Orientated: You have a knack for customer service and can handle member questions and concerns in a professional manner. You listen and respond effectively to customer questions and resolves customer problems to the customer's satisfaction.
Integrity & Trust: You consistently demonstrate sound personal and business ethics and behaviors. As a Front of House Supervisor, a typical day might include the following:
Provide training and education to the customer service associates in order for them to offer a superior service to members and guests
Collectively coach and guide frontline staff, who all need to be properly trained and retrained on the art of prospect and member management.
Ensure frontline staff are well versed on all paid services within the facility.
Complete membership adjustments and support the sales team by completing tours, signing up new members and assisting with prospects
Complete regular walk throughs of the facility to ensure that Altea's high standards are being achieved and provide coaching to team members to help improve the overall operation
Set up and maintain service desk, including managing service desk team members and evaluating system efficiency
Resolve service desk problems and improve current service desk methods to increase productivity and customer service
Offer exemplary customer service, including maintaining customer relations
Maintain efficiency with time and resources whilst maintaining high standard of customer engagement.
Set reasonable behaviour expectations consistent with Altea's philosophy and policies
At least 2+ years' customer service experience
At least 2+ years' experience supervising a team in the customer service field
Post-secondary education relating to the health and fitness industry and additional certifications or workshops relating to customer service are an asset.
Energy, assertiveness, initiative, creativity, and willingness to try new approaches and techniques
Previous service experience, comprehensive industry knowledge, strong customer-facing skills, strong written and verbal communication, self-motivated, ability to troubleshoot and creative problem-solving skills.
All management/leadership team members are required to have Standard First Aid and CPR – Level C Certification prior to start date and must be maintained throughout employment. All team members must provide a recent Criminal Background Check prior to commencement of training and/or work.
A competitive salary
Complete training and development package
We want to see your personal style - what makes you tick and why you think your next opportunity is with us.
We are an equal opportunity employer and believes in treating everyone fairly regardless of race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans status or any other legally-protected factors.

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