RETAIL & RECEPTION MANAGER

RETAIL & RECEPTION MANAGER

Company: Private Advertiser Position Title: Retail & Reception Manager Employment Type: Full-time Work Type: Onsite Location: Wodonga Salary: $60,000 – $80,000 per year Reports To: Club Manager / Area Manager

World Gym is a globally recognised fitness brand focused on delivering members superior facilities, excellent service, and a supportive community. We are seeking an energetic, organised, and results-driven Retail & Reception Manager to oversee our front-of-house operations and retail performance. This role is suited for an individual passionate about fitness, customer service, sales, and creating an outstanding member experience.

Position Overview The Retail & Reception Manager is responsible for the daily operations of the reception area and for driving retail sales within the club. This role ensures members receive exceptional customer service, maintains presentation standards, manages retail inventory, and leads the front-of-house team to meet operational and financial objectives.

Key Responsibilities

• Reception & Member Experience
• Deliver outstanding customer service to all members and guests.
• Cultivate a welcoming, energetic, and professional front-of-house environment.
• Manage member enquiries, complaints, and feedback professionally.
• Ensure adherence to all reception procedures and policies.
• Monitor club presentation standards and cleanliness.
• Assist with member retention initiatives and engagement activities.
• Process memberships, upgrades, suspensions, and account enquiries.

• Retail Operations
• Drive retail sales performance and meet monthly sales targets.
• Educate members on supplements, apparel, beverages, and retail products.
• Maintain attractive retail displays and merchandising standards.
• Monitor stock levels and coordinate ordering needs.
• Conduct regular stocktakes and inventory control.
• Minimise stock loss and ensure accurate inventory management.
• Implement promotional campaigns and product launches.

• Team Leadership
• Supervise and support reception team members.
• Provide coaching, training, and ongoing performance feedback.
• Assist with recruitment and onboarding of reception staff.
• Manage staff rosters and shift coverage.
• Ensure all staff comply with company policies and procedures.
• Promote a positive, accountable, and high-performance culture.

• Administration & Compliance
• Complete daily reporting and operational checklists.
• Manage cash handling and reconciliation procedures.
• Ensure compliance with workplace health and safety requirements.
• Enforce club policies, including footwear, towel, and member conduct requirements.
• Maintain accurate records and administrative systems.

Key Performance Indicators (KPIs)

• Monthly retail sales targets achieved.
• Member satisfaction and service standards maintained.
• Reception team performance and accountability.
• Stock control accuracy.
• Club presentation standards.
• Member retention and engagement.
• Operational compliance and reporting completion.

Skills & Experience

• Essential
• Previous experience in customer service or reception.
• Strong sales ability and retail experience.
• Excellent communication and interpersonal skills.
• High level of organisation and attention to detail.
• Ability to work in a fast-paced environment.
• Leadership or supervisory experience.
• Computer literacy and POS system experience.

• Desirable
• Experience within the fitness industry.
• Knowledge of sports supplements and nutrition products.
• Previous gym or health club experience.
• First Aid and CPR certification.

Personal Attributes We are looking for someone who is:

• Passionate about health and fitness.
• Professional and reliable.
• Results-driven and motivated.
• Energetic and positive.
• Confident leading a team.
• Accountable and proactive.
• Able to build strong relationships with members.

Benefits

• Complimentary gym membership.
• Staff discounts on supplements and apparel.
• Career development opportunities.
• Ongoing training and support.
• Work within a globally recognised fitness brand.
• Be part of a positive and motivating team environment.

How to Apply If you are passionate about fitness, retail, and delivering exceptional customer service, we would love to hear from you. Please submit your resume and a cover letter outlining your experience and why you would be a great fit for the World Gym team.