PILATES STUDIO FRONT OF HOUSE (RECEPTION)

FRONT OF HOUSE

FS8 Marina Bay

1. Position Overview

The Front of House team member is responsible for creating an exceptional client experience at FS8 Marina Bay, ensuring every person who walks through the studio feels welcomed, valued and connected to the FS8 community.

This is a hands-on, client-facing role combining reception duties, studio operations, client communication, membership sales, administration and community engagement.

The successful candidate will play an important role in the day-to-day running of the studio, supporting the Team to maintain high operational standards, build strong client relationships and contribute to the studio's continued growth.

The Front of House team member is expected to be proactive, organised, personable and commercially minded, with a genuine passion for fitness, wellness and customer service.

Our philosophy is simple: we are building a community, not just running a studio.

Every interaction, from welcoming a first-time visitor to recognising a regular member, should reflect this philosophy.

2. Key Responsibilities

A. Client Experience & Reception

• Welcome all clients warmly and professionally upon arrival.

• Create a friendly, energetic and welcoming atmosphere at reception and throughout the studio.

• Check clients in for classes and assist with bookings, cancellations and scheduling enquiries.

• Welcome new clients and help them feel comfortable before their first class, including introducing a reformer.

• Explain studio procedures, class formats and what clients can expect from their FS8 experience.

• Ensure new clients understand what to bring, including grip socks, and encourage them to arrive early for their first session.

• Recognise regular clients by name and build genuine relationships with members.

• Assist clients with questions regarding classes, memberships, class packs and studio policies.

• Identify clients who may need additional assistance or support and communicate this to the Team.

• Handle client feedback, concerns and complaints professionally, escalating issues where appropriate.

• Maintain a consistently high standard of customer service across every client interaction.

B. Studio Operations & Daily Procedures

• Complete studio opening and closing procedures in accordance with established checklists.

• Prepare the studio for classes, ensuring the reception area, reformers and communal spaces are ready and clean for clients. This includes a wipe-down, hoovering and dusting where needed. Cleanliness and overall studio appearance provides a welcoming experience for clients.

• Support class transitions by helping maintain an organised and efficient studio environment.

• Ensure clients are checked in before class and that attendance records are accurate.

• Assist trainers with operational requirements before and after classes.

• Monitor the studio throughout the day to ensure it remains clean, tidy, organised and presentable.

• Conduct regular visual checks of reformers, equipment and facilities.

• Report damaged equipment, maintenance issues or safety concerns promptly to the Studio Manager.

• Monitor studio supplies, retail products and consumables, notifying management when stock needs replenishing.

• Ensure reception, changing areas and other client facilities are maintained to FS8 standards.

• Follow all studio procedures, safety requirements and brand guidelines.

• Support the Studio Manager with administrative and operational tasks as required.

C. Bookings, Mindbody & Administration

• Use Mindbody and associated client management systems to manage bookings, attendance and client accounts.

• Assist clients with booking classes, managing their schedules and navigating the FS8 app.

• Support the administration of memberships, class packs, introductory offers and promotions.

• Assist with client account enquiries, including purchases, expiry dates and booking issues.

• Maintain accurate client records and update relevant information when required.

• Monitor class bookings, attendance, cancellations and no-shows.

• Identify booking discrepancies and resolve straightforward issues where possible.

• Keep track of enquiries and ensure prospective clients receive timely follow-up.

• Support the Studio Manager with basic reporting and administrative requirements.

• Handle client information responsibly and maintain confidentiality at all times.

D. Sales & Membership Growth

The Front of House team member plays an important role in converting enquiries into clients and helping existing members remain engaged with FS8.

Responsibilities include:

• Respond promptly and professionally to enquiries received in person, by WhatsApp, email, telephone and other communication channels.

• Explain the benefits of FS8 classes, memberships, class packs and introductory offers.

• Recommend suitable purchase options based on a client's attendance habits, goals and preferences.

• Confidently communicate current promotions, membership options and relevant terms and conditions.

• Follow up with prospective clients following introductory classes or initial enquiries.

• Encourage first-time visitors to return and help them identify a suitable ongoing class routine.

• Identify opportunities to convert introductory clients into paying members or class-pack purchasers.

• Support membership renewals, upgrades and re-engagement initiatives.

• Build relationships with existing clients to understand their needs and encourage consistent attendance.

• Inform the Studio Manager of potential sales opportunities, client concerns or members considering cancellation.

• Work towards agreed sales, follow-up and client conversion targets.

• Maintain a professional, helpful and consultative approach to sales, ensuring recommendations are appropriate to each client.

E. Client Communication & Follow-Up

• Monitor and respond to client messages across approved communication channels.

• Provide accurate information about class schedules, bookings, pricing, promotions and studio policies.

• Follow up with new clients to encourage their continued engagement with the studio.

• Assist with communicating upcoming events, challenges, promotions and membership offers.

• Send approved messages and campaign communications as directed by the Studio Manager.

• Support client retention by checking in with clients who have not attended recently, where appropriate.

• Help members resolve booking or account issues promptly.

• Maintain a consistent and professional tone that reflects the FS8 Marina Bay brand.

• Ensure outstanding enquiries and client issues are followed up and not left unresolved.

• Escalate sensitive, complex or unresolved matters to the Studio Manager.

F. Community Building & Member Engagement

At FS8 Marina Bay, Front of House is more than a reception role. It is an important part of creating a studio where clients feel recognised, connected and motivated to return.

Responsibilities include:

• Build genuine relationships with members and regular visitors.

• Learn clients' names and recognise important milestones, achievements and birthdays.

• Create a welcoming environment where clients feel comfortable interacting with the team and one another.

• Encourage members to participate in studio challenges, events and community initiatives.

• Assist with organising member appreciation activities, celebrations and studio events.

• Support the execution of promotional activities and community engagement initiatives.

• Help introduce new clients to the studio community.

• Encourage members to share feedback, experiences and suggestions.

• Build positive relationships with the wider Marina Bay and MBFC community.

• Identify opportunities to improve the client experience and make the studio more engaging.

• Bring forward ideas that strengthen member loyalty and create a stronger sense of belonging.

G. Marketing, Social Media & Promotions

• Support the promotion of studio offers, memberships, class packs and events.

• Assist with preparing the studio for promotional campaigns and special initiatives.

• Help keep reception displays, promotional materials and studio notices current and presentable.

• Support the creation of simple social media content, including studio updates, events and member activities, where required.

• Encourage appropriate client participation in studio content and campaigns.

• Assist with capturing photos or videos for approved marketing activities, with appropriate client consent.

• Engage professionally with the studio's online community when assigned.

• Help communicate brand collaborations, corporate initiatives and local partnerships.

• Ensure all promotional information shared with clients is accurate and approved by management.

• Maintain the presentation of the studio in line with FS8 branding and standards.

H. Teamwork & Communication

• Work collaboratively with the Studio Manager, trainers and other Front of House team members.

• Communicate important client information and operational updates to the relevant team members.

• Ensure trainers are informed of relevant client enquiries, first-time visitors or special requirements where appropriate.

• Support smooth daily operations by anticipating team needs and taking initiative.

• Follow management instructions and established procedures.

• Maintain a positive, professional and solutions-focused attitude.

• Take responsibility for assigned tasks and ensure they are completed accurately and on time.

• Assist with shift handovers to ensure continuity of service.

• Raise operational concerns, client feedback and improvement opportunities with the Studio Manager.

• Represent FS8 Marina Bay professionally at all times.

I. Cleanliness, Safety & Presentation

• Maintain a clean, organised and professional reception area throughout the shift.

• Ensure communal areas, changing facilities and client spaces are tidy and presentable.

• Support the cleaning and resetting of reformers and equipment in accordance with studio procedures.

• Ensure equipment and facilities are visually checked and any concerns reported promptly.

• Replenish towels, cleaning supplies and other studio essentials where applicable.

• Ensure promotional displays, retail products and merchandise are neatly presented.

• Follow all cleaning, hygiene and safety procedures.

• Identify and report potential hazards or maintenance issues immediately.

• Ensure the studio maintains a premium, welcoming and professional appearance throughout operating hours.

3. Key Performance Indicators (KPIs)

Performance will be assessed against a combination of client experience, operational standards and commercial contribution.

Key measures may include:

• Client Experience: Quality of service, professionalism and client feedback.

• Enquiry Management: Timely responses and consistent follow-up with prospective clients.

• Sales & Conversion: Contribution to introductory offer conversions, membership sales and class-pack purchases.

• Client Retention: Support for membership renewals, repeat attendance and client re-engagement.

• Administrative Accuracy: Accurate bookings, attendance records and client account administration.

• Studio Standards: Cleanliness, organisation and presentation of the reception and studio areas.

• Operational Reliability: Consistent completion of opening, closing and shift responsibilities.

• Community Engagement: Contribution to member relationships, events and studio initiatives.

• Teamwork: Effective communication and collaboration with the Studio Manager and trainers.

• Initiative: Ability to identify problems, suggest improvements and take ownership of responsibilities.

Specific targets will be established by the Studio Manager according to business needs.

4. The Ideal Candidate

We are looking for someone who:

• Has excellent customer service and interpersonal skills.

• Is friendly, confident, approachable and professional.

• Enjoys meeting people and building genuine relationships.

• Has a genuine interest in fitness, health and wellness.

• Is comfortable communicating with clients in person and digitally.

• Is confident discussing memberships, class packs and promotional offers.

• Is commercially aware and comfortable working towards sales targets.

• Is organised, reliable and attentive to detail.

• Is comfortable using technology and learning booking systems such as Mindbody.

• Can manage multiple tasks in a busy, client-facing environment.

• Takes pride in cleanliness, organisation and presentation.

• Is proactive and willing to take initiative without constant supervision.

• Works well as part of a team and communicates effectively.

• Is positive, adaptable and solutions-focused.

• Understands the importance of client confidentiality and professionalism.

• Is passionate about creating a welcoming and inclusive community.

5. Role Expectations

The Front of House team member is expected to:

• Arrive punctually and be ready to begin work at the scheduled start time.

• Maintain a professional appearance consistent with FS8 brand standards.

• Follow all studio procedures, policies and management instructions.

• Deliver consistently high standards of customer service.

• Take ownership of assigned responsibilities and complete tasks thoroughly.

• Communicate clearly with the Studio Manager and trainers.

• Maintain confidentiality regarding client and business information.

• Be proactive in identifying ways to improve the studio's operations and client experience.

• Demonstrate flexibility and teamwork when supporting the daily needs of the studio.

• Represent FS8 Marina Bay positively at all times.

6. Role Philosophy

We are building a community, not just running a studio.

The Front of House team member is often the first and last point of contact for our clients. This makes the role essential to the overall FS8 experience.

Success is not simply about answering enquiries, checking clients into classes or keeping the reception tidy. It is about creating an environment where people feel welcome, remembered and motivated to return.

We are looking for someone who takes pride in the small details, enjoys connecting with people and understands that exceptional service is what turns a first-time visitor into a loyal member of the FS8 Marina Bay community.