About the role
Lead Front Desk performance across a designated group of branches. Act as an area manager for customer service, lesson administration, and front desk sales, developing teams and embedding consistent standards to improve enrolment, retention, and the customer experience.
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Key responsibilities
- Oversee Front Desk teams across assigned branches, maintaining visible leadership through regular site visits and structured reviews.
- Translate business priorities into branch sales, renewal, and service objectives; review results and agree corrective actions.
- Coach teams in enquiry conversion, package recommendations, renewals, product sales, and complaint handling.
- Audit scheduling, booking accuracy, customer records, payment processes, handovers, and reception presentation; resolve gaps and follow up.
- Work with academy managers to address scheduling constraints, missed lessons, and customer concerns that affect retention.
- Manage escalated complaints within authority, ensuring clear ownership, timely resolution, and learning from recurring issues.
- Plan front desk staffing and shift coverage with relevant managers; support recruitment, onboarding, and performance development.
- Enforce service, grooming, and operating standards consistently; identify improvements and report branch performance and risks.
Experience and qualifications
- Experience managing front desk or customer-service teams, preferably in hospitality or a comparable service-led business.
- Experience overseeing multiple locations or supervising teams across a branch network.
- Evidence of improving sales or renewals alongside customer-service standards and operational accuracy.
- Valid UAE driving licence and willingness to travel regularly between assigned branches.
