OVERVIEW:
The Yoga Movement Full Time Front Desk Staff will be responsible for the inner workings of their Studio, including but not limited to; all facets of Customer Service Management, presentation of the physical studio space, and Management of the Online and Offline Operations. The Front Desk Staff will be responsible for how their Studio looks, feels, presents, smells, etc. Whilst working in line with the company’s branding and long-term goals, the Front Desk staff will also be responsible for the clients’ experience in the studio spaces as the core people on the ground. They will work closely with the Area Managers to complete all the studio related deliverables and adhoc tasks as assigned to them.
CUSTOMER SERVICE MANAGEMENT:
We run on an extremely high customer service focus in the business. We do not have binding memberships or contracts, which implies that we need to provide great service every time to ensure that our clients keep coming back. The Full Time Front Desk Staff will be responsible for managing all customer-based enquiries including but not limited to:
• Maintaining a strong customer service etiquette
• Managing any e-mail and any other adhoc enquiries, requests and complaints
• Ensuring a very positive yet relaxed demeanour... we are confident, polite, energetic, engaging, and fun.
Whilst we have more of a relaxed ‘sales focus’ at YM, the Full Time Front Desk staff has to be well versed on;
• Current promotions and supporting sales lines (i.e., how to break it down for the customer and list benefits)
• Current pricing structures and supporting sales lines (i.e., same as above)
• Validity of packages (as well as all the ‘tricks’ people use to try and get extensions)
• Flexibility of packages (ensure staff understand that we truly are flexible... within reason)
• Terms and Conditions of our offerings
• Other service standards The Full Front Desk staff will also compile feedback given by clients and assist the Area Managers in ideating solutions for any areas of improvements.
STUDIO MAINTENANCE:
In line with YM’s intent to provide a great brand experience, the Full Time Front Desk Staff is responsible for how their studio looks, feels, smells, and presents. This is including but not limited to ;
• General housekeeping and tidiness of the entire studio including front desk areas, practice rooms, changing rooms and toilets at all times.
• Completing Daily Grind set by the Area Managers.
• Ensuring that all facilities are working well and refilled sufficiently.
• Ensuring Retail Racks are sufficiently filled with complete size runs and offerings.
• Completing Stock Counts as and when required by Area Managers
The full time Front Desk is also required to train all incoming front desk staff. At the end of the training, the FT FDs are required to ensure that FDs are
• Well versed with CMS, YM APP and the YM Website.
• Familiar with other third-party booking sites.
• Able to answer queries related to the above-mentioned online platforms.
• Able to speak confidently about the brand and offerings.
FRONT DESK TRAINING
The full time Front Desk is also required to train all incoming front desk staff. At the end of the training, the FT FDs are required to ensure that FDs are:
• Well versed with CMS, YM APP and the YM Website.
• Familiar with other third-party booking sites.
• Able to answer queries related to the above-mentioned online platforms.
• Able to speak confidently about the brand and offerings.
TEAM SCHEDULING:
Being a team player is crucial in this role. The FT Front Desk staff is required to provide a hospitable environment for their teams. This is including and not limited to:
• Scheduling the FD shifts for their locations/areas (including uploading these shifts on the platform for view by staff and for completion of payroll)
• 5 shifts per week to be done by them.
• Covering shifts when required
• Helping out in any way possible as requested by the Area Manager
• Communicate with the team and create a comfortable environment to encourage open and honest conversations.
Please email jobs@yogamovement, or apply directly through this link.
