Front of House

Front of House (FOH) Team Leader - Mackay At Fitness Cartel Health Clubs, we’re more than a gym – we’re an exciting and fast-growing brand with plans to expand to 60+ clubs by 2030. Our state-of-the-art facilities include everything from Cycle Studios and Reformer Pilates to cafés, crèche, and saunas, creating a feel-good environment that motivates, challenges, and inspires. Join the Cartel The Role: In this vital role, you'll be responsible for managing the customer service delivery to our members & overseeing the reception team. You will assist member enquiries with your heartfelt professional service, providing every person who calls Fitness Cartel or walks through our doors, with electric experiences with every interaction. This is a diverse role that will have you switching from greeting members personally & managing customer queries over the phone to the management of the reception team, driving KPI’s of customer service & retention. Key Responsibilities: Customer-facing role focused on member engagement at our reception desk through excellent customer service and support to all. Manage overdue accounts and assist with member enquiries for accounts. Supervise the Reception team, providing training for new employees & ongoing support. Working with the Reception team to meet and exceed customer service targets and other KPI's. Answer calls, handling queries & supporting members who provide feedback. Utilise the computer & our various software systems to look up member details, create access key tags, process purchases & assist members with booking classes. Perform café duties including using a coffee machine & making protein shakes through the management of our shake app. Maintain venue cleanliness ensuring the reception / café area is always neat & tidy, the supplement shelves are stocked sufficiently, and the apparel is precisely displayed. Follow directions, prioritise & complete tasks in a timely manner. Support our retail sector through selling and discussing our apparel and supplement range with members. Support our Club Operations Managers with various duties. Perform other related duties. What you’ll need to succeed: A leader mindset with the ability to inspire, support, and effectively manage a high-performing reception team. Financially driven with a natural drive to achieve individual targets and team goals. Experience in a KPI-driven environment preferred. The ability to solve problems and overcome obstacles. Customer-focused with a desire to achieve exceptional customer outcomes. A passion for health & fitness & eagerness to work for the industry. Be reliable, proactive, punctual, professional & well-presented. Have a strong work ethic. Computer literacy & ability to learn new systems. Communicate & uphold, policies & procedures of the business to customers and staff. Current First Aid & CPR Certificates (if not holding, would be willing to acquire). Have flexibility to work hours suitable for the operations of a gym (shift schedules are provided in advance). Have Australian working rights. What we’ll offer you in return: A Thriving Culture: Be part of the fitness industry’s most exciting and rapidly expanding brand. Career Growth: Opportunities for training, development, and advancement through our Future Leaders program. Perks: FREE gym membership to all Fitness Cartel locations. Discounts on supplements, apparel, and cafe products. Birthday Leave - have your birthday off, and get paid for it Access to Merse Wellness Spas at discounted rates. How to Apply: Click ‘APPLY’ to submit your resume and a cover letter explaining why you want to work with Fitness Cartel and what you can bring to our team. Applications will be reviewed as received, so don’t wait—apply today Note: Only candidates meeting our selection criteria will be contacted. No agencies please #J-18808-Ljbffr