Front Desk Assistant

Job Description

Job Description

Front Desk

OUR STORY

Pilates Oasis is a start-up brand offering luxury fitness virtual and in-studio products focused on Pilates, barre, functional fitness, and healthy lifestyles. We are located in Middletown, NY. With over 10 years of serving members virtually around the country, and another 10+ years serving bespoke and celebrity clients in NYC, our impact has been felt far outside our walls and into the communities we richly serve.

OUR MISSION

Pilates Oasis is your ultimate sanctuary—a place where you build strength and inner peace through practicing wellness as a way of life.

Move fully, live freely.

THE ROLE

As a Front Desk Assistant, you are responsible for delivering the highest quality of service to our clients - creating a warm, friendly, and welcoming environment for all.

As the 'face of the Club', the priority of the Front Desk Assistant is to provide an excellent first impression that exceeds all customers’ expectations - you have to love people!

You are responsible for driving the profitability of the business, in particular through retaining and attracting clients (net gain). Ensuring operational efficiency, delivery of brand standards, and compliance with company and statutory requirements.

RESPONSIBILITIES

RECEPTION

• Responsible for ensuring the smooth day-to-day running of the reception area.

• Welcoming clients and checking them in using our in-house system. Promoting a sense of belonging amongst our clients and creating a family culture that exceeds expectations and ensures a memorable experience for every client, every time!

• Processing all bookings and diary management

• Contributing towards the achievement of team targets with your individual contributions focused on managing client retention and repeat bookings, new client conversions, and upselling within the club.

• Handling client and prospect enquiries via the telephone, email, and face to face; intentional intakes, consultations, and upsales of service.

• Undertaking daily banking duties.

• Ensuring the front desk and entrance way are kept clean and tidy at all times.

CUSTOMER SERVICE & EXPERIENCE

• Promoting a sense of belonging amongst our clients and creating a family culture that exceeds expectations and ensures a memorable experience for every client, every time!

• Be the “face” of the business, recognizing guests who are regularly frequenting the operation and engaging with them to drive further visits.

• Deliver a high level of service by recognising guests’ specific needs.

• Develop an acute attention to detail amongst the front and back of house staff.

• Investigate and resolve issues and complaints.

OPERATIONS

• Proactively manage and be responsible for all Hygiene, Maintenance and Health and Safety issues, ensuring a safe environment for employees and members.

• Comply with all company and member security requirements and policies – in particular, data protection.

• Ensure facility cleanliness standards are upheld and amenities are replenished on a regular basis.

• Ensure our Client Journey is consistently executed.

PRE-REQUISITES AND ATTRIBUTES

• 1 years experience in a customer service based role

• Excellent telephone manner

• Have outstanding computer literacy. We use several integrated booking and management systems.

• Able to work under pressure and be a good multi-tasker.

• Be very efficient in dealing with varying degrees of queries.

• Be someone who pays attention to detail and is well organised.

• Experience in sales and customer service and understand the true meaning of a ‘5 star service’.

REMUNERATION

• $18,720/year salary with OTE of $500-$1,000 (based on sales & upsell targets).

• 1 week paid time off (equivalent to 20 hours, based on weekly schedule).

• Free studio membership

• 15% off retail

HOURS OF WORK

• 20 hours per week

• Availability for weekday and weekend shifts, including early mornings and/or midday hours, with consistent coverage required every weekend.

DEVELOPMENT

At Pilates Oasis, we are passionate about development, and our goal is to promote from within wherever possible.

This position is seen as the first step for future career progression into a management or studio teaching position.