Front Desk Supervisor

7 months ago

Vancouver, Canada Altea Active: West 6 Full time

Altea Active’s Front of House Supervisors are customer oriented, personable, energetic leaders who are the ‘face’ of our company. They have an incredible knack for ensuring all guests and members consistently receive a heartwarming welcome.

You are detail oriented and can effectively multi-task. 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.

This job might be for you if you have the following talents & spirit:

- 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.
- You have Communication Superpowers: You play well with others and have excellent oral and written communication skills. You demonstrate the ability to convey thoughts and express ideas effectively using speech in individual or group situations; attend to and fully comprehend what others are saying.
- You’re Detail Oriented: You cross your T’s and dot your I’s by maintaining client records highly organized with flawless attention to detail. You’re not one to cut corners. You pay attention to the details. As far as your concerned, anything worth doing, is worth doing right, every single time. You stay focused and nothing falls through the cracks on your watch.
- You Have Leadership Skills: You can effectively direct the day-to-day activities of employees. You lead by example and are a role model to your colleagues and peers.
- Integrity & Trust: You consistently demonstrate sound personal and business ethics and behaviors. You communicate intentions, ideas, and feelings openly and directly. Your moral compass guides you to make ethical decisions. You are gracious and make unbiased decision.
- You’re Motivated & Driven: You’re motivated and driven. You take initiative. You identify opportunities and issues, and proactively acts and follows through on work activities to resolve them. You’re going to take ownership of the time you spend with us and truly make a difference.

As a Front of House Supervisor, a typical day might include the following:

- Be punctual and arrive to work ready and on time
- Provide training and education to the customer service associates in order for them to offer a superior service to members and guests
- Lead by example and engage with all members and guests in a friendly, enthusiastic and professional manner
- 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
- Display extensive working knowledge of industry standards and practices, including product details and company services offered by Altea Active

To land this role you need to have;
- 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
- Ability to motivate and energize a team
- 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. CPR is to be renewed annually.
- All team members must provide a recent Criminal Background Check prior to commencement of training and/or work.

Perks of this position include:

- A competitive salary
- Group Health Benefits
- Compliment

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