Front Desk / Member services

Position: Front Desk / Member Services

KEY RESPONSIBILITIES

1. Member Service & Front Desk Operations

• Greet, welcome, constantly interact, and check in members and guests professionally.

• Provide a warm, professional, and efficient member experience at all times.

• Handle member and guest enquiries, requests, and feedback, and coordinate with relevant departments when required.

• Manage daily Front Desk operations and ensure the reception area is organized, clean, and professional.

• Ensure all member check-ins, bookings, payments, and related transactions are properly processed and recorded.

• Support membership-related administrative tasks, including membership updates, freezes, extensions, cancellations, and other requests according to company policies.

• Ensure all documents are checked and verified before POS.

• Maintain accurate member information and records in the club management system.

2. Finance & Cash Handling

• Handle daily cash, payments, and transactions accurately and in accordance with company procedures.

• Verify and record payments, bank transfers, refunds, and other financial transactions.

• Conduct daily cash closing and payment reconciliation, and report any discrepancies to the relevant manager.

• Ensure all receipts, invoices, payment records, and supporting documents are properly collected, checked, and filed.

• Follow up on outstanding payments and support the relevant team in resolving payment-related issues.

• Maintain accurate and up-to-date financial records related to Front Desk operations.

• Ensure all financial information and member payment details are handled confidentially.

3. Administration

• Prepare and maintain daily Front Desk, Finance, and administrative reports as required.

• Complete data entry and maintain accurate records in management systems, spreadsheets, and internal documents.

• Organize and maintain administrative documents, forms, receipts, invoices, and other operational records.

• Support the preparation and processing of internal documents and administrative requests.

• Assist with inventory and supplies tracking, including recording usage and reporting items that need replenishment.

• Coordinate with Finance, Operations, and other departments on administrative matters when required.

• Support general administrative tasks related to the smooth daily operation of the club.

4. Compliance, Audit & Operations

• Actively contribute to ensuring the club will perform well in the monthly audits by consistently following all policies and procedures.

• Ensure all Front Desk, Finance, and administrative processes are completed accurately and according to company standards.

• Ensure all required documents and records are complete, accurate, and properly maintained.

• Identify and report operational or administrative issues to the line manager in a timely manner.

5. Safety & Incident Management

• Ensure the safety of staff and members is in order at all times.

• Follow all safety procedures and protocols and ensure Front Desk operations comply with club standards.

• Train and prepare for incidents and injuries according to company procedures.

• Report incidents, accidents, or safety concerns to the relevant manager immediately.

6. Reporting & Communication

• Complete daily reporting accurately and on time.

• Communicate relevant operational, member, financial, and administrative updates to the line manager.

• Maintain clear and professional communication with members, guests, colleagues, and management.

• Support other departments with information and coordination required for daily club operations.

7. Other Responsibilities

• Other tasks assigned by the line manager and BOD.

• Be flexible and willing to support the team during busy periods, events, or operational changes.

REQUIREMENTS

• Excellent customer service with good communication and interpersonal skills in Vietnamese and English.

• Must be a team player with a positive attitude, showing empathy, proactive, flexible, energetic, and adaptive to change.

• Proficient in MS Office and management software.

• Good attention to detail, especially when handling payments, financial records, and administrative documents.

• Able to handle cash and financial transactions accurately and responsibly.

• Good organizational and time-management skills.

• Experience working as a receptionist in the fitness field is a plus.

• Professional attitude and appearance.

• Able to work independently while also working effectively as part of a team.

WORKING TIME

• Ability to work according to shifts, including weekends.

• Working hours can be flexible according to line manager arrangement.

• Front Desk staff has 1 day off per week.