Health Club Reception & Sales Supervisor

Key Responsibilities:

Guest Experience

• Welcome all members and guests in a warm, professional, and engaging manner.
• Deliver a seamless arrival and departure experience while ensuring IHG service standards are consistently met.
• Handle guest enquiries, complaints, and service recovery promptly and professionally.
• Build strong relationships with regular members and hotel guests to encourage loyalty and repeat business.
• Ensure guest privacy and confidentiality are maintained at all times.

Sales & Membership

• Drive monthly membership sales and revenue targets.
• Promote health club memberships, fitness programs, personal training sessions, swimming lessons, and retail products.
• Conduct club tours for prospective members and explain available facilities and membership options.
• Upsell hotel wellness packages and seasonal promotions.
• Maintain an active database of membership enquiries and conduct follow-up calls to maximize conversions.
• Prepare membership contracts and ensure all documentation is complete and accurate.

Operations

• Supervise the day-to-day operation of the Health Club reception.
• Ensure accurate cashiering, billing, membership processing, and daily revenue reconciliation.
• Monitor booking schedules for personal training, classes, and wellness services.
• Maintain adequate stock of towels, guest amenities, retail items, and office supplies.
• Coordinate with Housekeeping and Engineering to maintain facility cleanliness and equipment functionality.
• Ensure all health club areas comply with IHG brand standards, hygiene, and safety requirements.

Team Leadership

• Supervise, coach, and motivate the reception team.
• Prepare staff schedules to ensure adequate coverage.
• Conduct daily briefings and communicate promotions, occupancy forecasts, and operational updates.
• Monitor colleague performance and provide ongoing coaching and development.
• Support onboarding and training of new colleagues.

Administration

• Prepare daily, weekly, and monthly operational and sales reports.
• Monitor membership renewals and retention rates.
• Maintain accurate guest profiles and membership records.
• Ensure compliance with hotel policies, cash handling procedures, and data privacy requirements.

Day-to-Day Tasks

• Open and inspect the Health Club reception before operation.
• Conduct daily briefing with reception colleagues.
• Check facility cleanliness and readiness with Housekeeping and Engineering.
• Welcome members and hotel guests throughout the day.
• Process check-ins, memberships, renewals, and payments.
• Respond to telephone calls, emails, and online enquiries.
• Conduct facility tours for prospective members.
• Promote memberships, wellness packages, and retail products.
• Coordinate bookings for personal training sessions and fitness classes.
• Resolve guest concerns promptly and professionally.
• Monitor daily attendance and facility usage.
• Verify cash float, prepare cashier reports, and reconcile transactions.
• Update membership database and sales tracker.
• Follow up with membership leads and expiring memberships.
• Prepare shift handover notes.
• Ensure reception, lobby, and fitness areas remain clean and presentable.
• Complete end-of-day reports and secure all cash and documentation.

Qualifications

• Diploma or Bachelor's Degree in Hospitality Management, Business Administration, Recreation Management, Sports Science, or a related field.
• Minimum 2–3 years' experience in a hotel Health Club, Spa, Recreation, or Fitness Centre.
• At least 1 year in a supervisory or team leadership role.
• Previous experience in membership sales or customer relationship management is highly preferred.
• Experience with hotel PMS and Microsoft Office applications.
• CPR and First Aid certification is an advantage.

Skills & Competencies

• Excellent guest service and interpersonal skills.
• Strong sales, negotiation, and closing abilities.
• Leadership and team development.
• Commercial awareness with a results-driven mindset.
• Cash handling and financial accountability.
• Effective communication in English; additional languages are an advantage.
• Problem-solving and conflict resolution.
• Strong organizational and multitasking skills.
• Ability to work flexible shifts, including weekends and public holidays.
• Professional grooming and presentation consistent with IHG brand standards.

What We Offer

At IHG Hotels & Resorts, we believe in empowering our colleagues to grow, succeed, and belong. We offer a supportive and inclusive workplace, competitive compensation and benefits, learning and development opportunities, global career mobility, and the chance to be part of a team committed to delivering True Hospitality for Good every day.