Customer Experience Officer

**Customer Experience Officer and Administrative Executive**

**Our Purpose**

“Igniting Greatness”

**Our Mission**

We empower every person within our community, through our Circle of Care, to go beyond what they think is possible.”

**Our 5 Values**

Collaboration, Integrity, Empathy, Excellence, Empowerment

The role involves independently managing the day-to-day operations of the Fairmont Front of House gym. Key responsibilities include:

- Overseeing Front of House management to ensure smooth daily operations.
- Delivering exceptional customer service to clients and members.
- Managing equipment reporting and maintenance coordination.
- Ensuring the gym’s housekeeping standards are upheld.
- Addressing and resolving any challenges that may arise in UFIT’s dynamic and fast-paced work environment.
- Excellent time management and organizational skills.
- A positive and proactive attitude, with diligence in all tasks.
- Flexibility and adaptability to handle various responsibilities effectively.
- Strong problem-solving skills to respond to challenges with professionalism and composure.

This role is an opportunity for a motivated individual to contribute to UFIT’s mission of delivering exceptional fitness and wellness experiences.

**The position will report to the location Manager.**

**Job Responsibilities include**:

- To provide customer service according to the standards of UFIT and the Fairmont Hotel.
- Booking of PT enquiries into Health Consultations or refer to Hub Manager
- Overseeing Physiotherapy enquiries
- Updating of new advertising videos in the UFIT Gym
- Liaising with UFIT Manager to identify and avoid issues before they escalate
- Reporting of equipment faults and daily checking of equipments in the gym
- Liaising with managers identify immediate requirements such as more cleaning solution, additional gym towels, and so on.

**Health and Fitness**
- Scheduling and organising coaches’ diaries
- Liaising with individual coaches to sort clients’ packages and payments
- Extract PDF Report under Payroll for PT
- Answer inquiries or concerns from clients
- Freeze request forms
- Assist coaches with session cancellations
- Ensure all clients sign waiver forms
- Liaising with the Head of Clinic to sort patients with Insurance Coverage
- Recording and tracking of patients’ approved sessions from Insurance companies
- Ensuring all reports and Insurance coverage are up-to-date
- Contacting and scheduling clients for follow-up appointments
- Stocktake items in Physio rooms
- Liaise with individual Physiotherapists for new patient reports
- Send out requests for existing patients to get more approved sessions (if needed)

**Tennis**:

- _To provide assistance whenever is required / adhoc basis _
- Key in Group and Program attendance for the Tennis coaches onto MBO
- Liaising with individual coaches to sort clients’ packages and payments
- Answer inquiries or concerns from clients regarding MBO and payments
- Assist coaches with session cancellations (Goran)
- Payroll Hours for Full-time Coaches
- Send out hours to FT Coaches individually
- Manage and maintain Recon Sheet (used during Payroll)
- Payroll Hours for Contract Coaches
- Send out hours to Contract Coaches individually
- Set up enrollment for group programs/camps
- Set up invoices on XERO for Ladies Teams (Phin)
- Follow up with any unpaid invoices on XEROCreate promo codes (where needed)
- Fill in for Cover where needed
- Liaise with Fairmont Hotel WSS on any related matters
- Ensure all Customer Experience Officers are aware of any hotel updates or SOPs
- Upskill FOH Staff (where needed/new staff)

**Miscellaneous**
- Procurement for Gym Studio + Clinic

You may be scheduled for rotational or cover shifts, including UFIT events, public holidays based on the roster. This may include weekends and time off in lieu will be provided accordingly.

**Job Requirements**:

- Familiarity with gym equipments and safety requirements according to manufacturer standards
- Previous experience in customer service roles, preferably in a fitness and or healthcare setting.
- Previous experience using Mindbody Online and XERO.
- Well-versed in Microsoft tools.
- Strong organisational skills with attention to detail.
- Outstanding interpersonal and communication skills.
- Capable of multitasking, prioritising tasks, and resolving issues in a dynamic, fast-paced setting.
- Must maintain a professional, presentable appearance and a pleasant demeanour.

**Reporting to**:
UFIT City Hall Hub Manager