Front Desk Receptionist Full Time NEW

About the Job

Formation’s goal is to optimize our clients’ overall health by improving quality of life, energy performance, and longevity. We leverage state-of-the-art equipment and data-driven technology to enhance our clients’ well-being, starting at the cellular level.

The Front Desk Associate’s role is to drive client service excellence for all front-of-office functions and staff. The Front Desk Team directs and works closely with other departments to execute all front-of-house operations, including check-ins, scheduling, and client satisfaction.

This role is client-facing; the ideal candidate must be passionate about creating excellent first impressions, memorable experiences, and lasting relationships.

The ideal candidate thrives on problem-solving and is passionate about fitness technology and innovation, data, efficiency, and accuracy. You will implement a multifaceted solutions approach to drive quality and world-class coaching while achieving real-time, real-life results for our clients.

This role is integral to Formation’s overall success.

Basic Qualifications

• 3+ years of experience in the hospitality industry
• Strong public speaking, listening, interpretation, and written communication skills
• Advocates a fitness and healthy lifestyle

Key Responsibilities

• Handle all day-to-day operations, maintain quality and standards of the front desk, housekeeping, client relations, and retail, and exceed client expectations
• Develop and refine processes, SOPs, and operational manuals for the front-of-house department
• Ensure compliance with all policies, standards, and procedures
• Process all check-ins, identity verifications, payments, account management, assigning sessions, and additional client interactions
• Handle incoming enquiries and manage bookings and consultations
• Monitor client attendance to maximize session numbers where possible
• Respond to and resolve client issues alongside management
• Provide routine and ad hoc reporting to management
• Conduct scheduled audits of cleaning standards throughout the studio

Ensuring Exceptional Client Service

• Display leadership in client hospitality, excellence in client service, and create a positive atmosphere for client relations
• Strive to improve service performance and experiences
• Review client feedback, satisfaction results, and other data to identify areas of improvement
• Anticipate and respond to client needs and special requests

Sales

• Be well-versed in Formation’s fitness, nutrition, and recovery offerings, treatment services, and products
• Assist with walk-in tours and phone/online enquiries
• Set up client profiles on the CRM system
• Organize renewals of client memberships, program upselling, and cross-selling
• Support the sales process by ensuring all leads are captured in the CRM system and passed to relevant departments

Summary

• Full-time position
• Salaried compensation
• Benefits package includes:
• Complimentary studio membership and use of cutting-edge services
• Training in all technologies and biohacking
• Paid vacation
• Visa sponsorship
• Medical insurance