Front of House Operations Manager

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

About the Role

UFIT is seeking an experienced, customer-focused, and highly organized Front of House Operations Manager to lead and elevate our front-of-house operations across all locations. This role is responsible for ensuring exceptional client experiences, driving operational excellence, and leading a high-performing reception team while maintaining consistent service standards across the business.

If you are passionate about hospitality, team leadership, and delivering outstanding customer service, we’d love to hear from you.

Key Responsibilities

Front of House Operations

• Oversee the day-to-day front-of-house operations across all UFIT locations.
• Ensure reception areas are maintained to the highest professional standards
• Standardize and continuously improve check-in and check-out processes across all hubs.
• Deliver a consistent, premium customer experience that reflects the UFIT brand.

Team Leadership &Development

• Lead, coach, and manage the Front of House team across all locations.
• Develop and manage staff rosters and scheduling to ensure optimal operational coverage.
• Conduct regular performance reviews and provide ongoing coaching and feedback.
• Manage onboarding, training, and continuous development of Front of House team members.
• Establish and monitor service KPIs to drive performance and accountability.

Facilities &Operational Management

• Manage relationships with vendors and service providers.
• Oversee inventory control and ordering of front-of-house supplies.
• Coordinate facility maintenance and ensure reception equipment is fully operational.
• Maintain professional uniform and presentation standards across the team.
• Conduct regular operational audits to ensure compliance with company standards.

Operational Excellence

• Develop, implement, and continuously improve Standard Operating Procedures (SOPs) for reception operations.
• Identify opportunities to improve operational efficiency and streamline workflows
• Investigate and resolve operational challenges in a timely manner
• Provide operational support to Hub Managers as required.

Customer Experience

• Manage and resolve escalated client enquiries and complaints professionally and effectively.
• Monitor client satisfaction metrics, including Net Promoter Score (NPS), and implement initiatives to enhance the customer experience.
• Champion service excellence and ensure brand consistency across all client touch points.

Administration & Compliance

• Prepare and submit Front of House payroll information accurately and on time.
• Monitor attendance and support leave planning to maintain operational continuity.
• Ensure compliance with company policies, operational procedures, and relevant workplace regulations.
• Proven experience in operations, hospitality, customer service, or front-of-house management.
• Strong leadership and people management skills with the ability to motivate and develop teams.
• Excellent organizational and problem-solving abilities.
• Outstanding communication and interpersonal skills.
• A proactive, hands-on approach with exceptional attention to detail.
• Ability to manage multiple locations and priorities in a fast-paced environment.
• Proficiency in Microsoft Office and operational management systems.

Why Join UFIT?

At UFIT, we’re committed to delivering exceptional health, fitness, and wellness experiences. As our Front of House Operations Manager, you’ll play a key role in shaping the client journey, leading an exceptional team, and driving operational excellence across our business.