Receptionist

Purpose of the Role

The Receptionist (Front desk & sales) serves as the first point of contact for all visitors and members at 321Sports. The role combines customer service, membership sales, sports bookings, retail sales, and basic stock/F&B support. The Receptionist is responsible for delivering a seamless customer experience while actively promoting memberships, programs, F&B products, and retail merchandise.

The role contributes directly to lead conversion, customer retention, retail sales, and smooth front-of-house operations, and may support marketing activation and events when required.

Key Responsibilities

Customer Service & Front Desk Operations

• Welcome members and visitors with a positive and professional attitude.

• Handle check-in and check-out processes efficiently.

• Manage inquiries via phone, WhatsApp, email, and booking platforms using approved scripts/SOPs.

• Ensure reception and retail display areas are clean, tidy, and visually appealing.

• Handle lost & found, incident reports, booking amendments/cancellations, and general admin tasks.

Membership sales & court bookings

• Promote and sell memberships, sports bookings (Tennis, Padel, Football, Cricket, Badminton, etc.), fitness classes, and other programs.

• Conduct basic facility tours, identifying customer goals and matching solutions to needs.

• Hit monthly sales targets and contribute to team sales results.

• Generate leads proactively and conduct follow-ups to convert them into bookings/memberships.

• Maintain accurate CRM records, membership agreements, and waiver documentation.

Retail & F&B Sales

• Promote and sell retail items (sports merchandise, accessories, apparel, etc.).

• Promote F&B offerings (grab-and-go items, protein snacks, hydration products, etc.).

• Upsell relevant items aligned with customer needs (e.g., water bottles for players, energy and recovery drinks before and after classes).

• Ensure visual merchandising standards are maintained and replenished.

• Process POS sales transactions accurately and according to finance procedures.

Stock Control (Retail & F&B)

• Conduct stock counts for retail and F&B according to SOPs (daily spot checks/weekly counts/monthly inventory).

• Monitor stock levels and notify the line manager when reordering is needed.

• Receive deliveries, verify quantities and quality, and update stock tracking sheets/inventory logs.

• Reduce wastage by applying FEFO/expiry management (First Expired, First Out) for F&B.

Customer Retention & Relationship Management

• Build rapport with members and ensure their needs are met.

• Support complaint handling using the facility’s complaint log SOP.

• Assist in customer engagement activities, campaigns, and retention programs.

Administration & Reporting

• Maintain daily checklists, cash control sheets, and lead tracking.

• Prepare daily sales reports (memberships + F&B + retail).

• Ensure all membership and booking documents are completed per SOPs.

• Ensure compliance with company policies and Health & Safety procedures.

Skills & Attributes Required

• Excellent customer service and interpersonal communication skills.

• Strong sales mindset, confident in selling memberships, retail, and F&B items.

• Organized, proactive, reliable, and detail-oriented.

• Ability to multitask and remain calm under pressure in a busy environment.

• Good level of computer literacy (CRM systems, emails, POS, spreadsheets).

• Flexible to work weekends, evenings, holidays, peak seasons, and events.

Qualifications & Experience

• 1–2 years’ experience in customer service, hospitality, multi-sports venue reception, or retail sales.

• Experience in membership sales, Padel and Tennis operations is highly desirable.

• • Fluency in English required; Arabic or additional languages are a plus.