Front Desk Team Leader

• Team Leadership — Lead, manage, and supervise the daily shifts of the Cashier & Sales (CS) and Client Assistant
(CA) teams.
• Roster & Handover Coordination — Coordinate team rosters, manage shift handovers, and ensure fair workload
distribution across the front desk.
• Training & Onboarding — Train and onboard new front desk staff on Rep Desk, Monday.com, sales scripts, and
standard operating procedures.
• Standards Enforcement — Monitor team adherence to company policies, professional dress codes, and service
tone standards.
• Sales & Cash Verification — Review and verify daily sales logs, payment entries, and cash drawer reconciliations
submitted by the CS team in Rep Desk.
• Attendance Verification — Check client attendance logs, no-show reports, and session tracking sheets compiled by
the CA team in Rep Desk and Monday.com for accuracy.
• Financial Audit — Audit refunds, transaction voids, and payment corrections before final Branch Manager sign-off.• Daily Reporting — Compile and submit a unified daily front desk operational and financial report to the Branch
Manager.
• Sales Oversight — Ensure the front desk team actively sells memberships, package renewals, and upsells.
• Promotion & Lead Tracking — Monitor execution of promotions, trial follow-ups, and lead tracking for prospective
clients.
• Store Item Selling Oversight — Drive front desk retail performance by managing supplement, apparel, and
accessory displays and store item sales targets.
• Inventory Audit — Perform weekly stock audits, verify inventory levels against Rep Desk, and authorize stock
reorder requests.
• Social Media Oversight — Ensure the CS and CA teams respond promptly to Facebook, Instagram, and TikTok
inquiries within target response time; step in on complex inquiries.
• Escalation Handling — Act as the second point of contact for complex booking conflicts, double-bookings, and
billing disputes.
• Grievance Resolution — Resolve client grievances promptly and professionally, escalating critical matters to the
Branch Manager.
• Retention Coordination — Analyze negative client attendance patterns (e.g., consecutive no-shows) and
coordinate retention calls with CAs.
• Cross-Team Communication — Maintain strong communication between the front desk, Client Assistants, and
Team Coaches for seamless class bookings.
• Daily shift coverage and roster for the CS and CA teams.
• Verified daily sales, cash, and attendance reports before Branch Manager sign-off.
• Front desk retail stock — displays, sales targets, and reorder authorization.
• Client escalations beyond CS/CA level.
• Social media response quality across Facebook, Instagram, and TikTok.
语言要求：English (Good)