ROLEPROFILE..
RECEPTIONIST
WelcomeEveryVisitor. CreateGreatFirstImpressions
Role Title:
Department:
Receptionist
Reports To (Role):
Leisure Operations
Direct Reports (Role):
Leisure Duty Manager
ROLEPURPOSE
To provide a welcoming, professional and efficient front-of-house service, ensuring every customer receives an excellent experience from first contact to departure. The Receptionist delivers outstanding customer service, manages bookings and memberships, processes transactions, provides accurate information and supports the smooth day-to-day operation of Hyndburn Leisure 's facilities.
PERSONALATTRIBUTES
Experience in a customer-facing role.
Excellent customer service and communication skills.
Strong organisational and administrative skills.
Confident using IT systems and booking software. Experience handling cash and processing payments.
Ability to work calmly in a busy environment.
Able to prioritise workload and manage multiple tasks.
Flexible to work evenings, weekends and bank holidays.
Customer Experience& FrontofHouse
KeyAccountabilities
Provide a warm, friendly and professional welcome to all customers and visitors.
Deliver consistently high standards 2 of customer service.
Respond to customer enquiries in person, by telephone and digitally.
● Resolve customer queries and escalate issues where appropriate.
Promote Hyndburn Leisure's services, memberships and activities.
Reception Services& Administration
KeyAccountabilities
Manage bookings, memberships and customer records.
Process payments in line with financial procedures.
Maintain accurate customer records and administration.
Complete routine administrative duties to support operations.
Handle confidential information securely and in line with data protection requirements.
Financial& Commercial Support
KeyAccountabilities
Process cash, card and online payments accurately.
Balance tills and follow cash handling procedures.
• Promote memberships, activities, retail items and other income-generating opportunities.
Support the achievement of customer retention and income targets.
Measures
Customer satisfaction.
Positive customer feedback.
Customer retention.
Membership and programme enquiries converted.
Measures
Accurate bookings and transactions.
Administrative accuracy.
Financial compliance.
Data accuracy.
Measures
Financial accuracy.
Cash handling compliance.
Secondary spend.
Membership sales and retention.
Health,Safety& Compliance
KeyAccountabilities
Follow all Health & Safety policies, procedures and safe working practices.
Ensure customers comply with facility rules and conditions of use.
Report accidents, incidents, hazards and near misses promptly.
Support emergency procedures when required.
Maintain confidentiality and comply with GDPR and organisational policies.
KeyAccountabilities
Support the day-to-day operation of the facility alongside operational colleagues.
Help maintain a clean, safe and welcoming reception environment.
Provide support across departments, including activity set-up, café operations and customer services, as required.
Report maintenance issues, hazards and operational concerns promptly.
Maintain high standards of professionalism, presentation and customer care.
KeyAccountabilities
Participate in training and professional development.
Measures
Compliance with Health & Safety procedures.
Effective teamwork.
Measures
Demonstrate Hyndburn Leisure's vision, values and customer-first approach.
Operational efficiency.
Support operational requirements across Hyndburn Leisure sites as required.
Work collaboratively with colleagues across all departments.
Safe operation of reception services.
Timely reporting of issues.
Presentation standards.
Positive audit outcomes.
Measures
Positive colleague feedback.
Demonstration of organisational values.
Professional conduct.
Completion of mandatory training.
SKILLS&EXPERIENCE
Essential
● Experience in a customer-facing role.
Excellent customer service and interpersonal skills.
Strong communication skills, both verbal and written.
Good organisational and administrative skills.
Experience handling cash and processing payments accurately.
Good IT skills, including experience using Microsoft Office and computerised booking systems.
Ability to work calmly and effectively in a busy environment.
Ability to prioritise workload and manage multiple tasks.
Flexible approach to working hours, including evenings, weekends and bank holidays.
Desirable
Experience within a leisure, hospitality or public-facing environment.
Experience using leisure management or EPOS systems.
Experience promoting memberships or services.
Experience undertaking basic administrative tasks.
Basic Food Safety awareness (to support café operations where required).
Emergency First Aid qualification.
QUALIFICATIONS/ CREDENTIALS
Essential
Good standard of general education, including English and Mathematics (GCSE or equivalent, or relevant experience)
Enhanced DBS check.
Desirable
Customer Service qualification. (desirable)
Business Administration qualification. (desirable)
Emergency First Aid qualification (or willingness to obtain).
Food Safety Level 2 (or willingness to obtain).
Thank you for your interest in working with us