Role summary
The Front Desk Manager runs the daily “front of house” operation so the gym feels organized, welcoming, and well-handled. You own the check-in experience, parent communication, lead follow-up, billing/support, and the systems that keep classes/camps/parties flowing smoothly. You also manage front desk staff (when assigned) and keep the admin side tight so coaches can coach.
Reports to
General Manager
Direct reports
Front desk staff, FD Supervisors (when assigned)
Core duties & responsibilities
1) Daily front desk operations
Open/close front desk station (cash drawer, computer, tablet, POS, signage, walkie/headset if used)
Check-in/check-out for classes, open gym, camps, events, and privates
Verify waivers, memberships, and student info; handle missing paperwork fast.
Keep lobby organized: clean, safe, stocked (forms, pens, water info, retail display)
Handle in-person questions with clean, confident answers.
2) Customer service + parent communication
Handle schedule changes, makeups, cancellations, and absences based on policy.
Resolve parent issues: billing questions, class placement, behavior concerns
Maintain fast response time for calls/texts/emails/DMs during business hours.
Keep communication clear and short
3) Sales + conversion (trial → member)
Own the lead pipeline: new inquiries, trial bookings, follow-ups, and closes.
Run a clean trial process:
Confirm trial details
Set expectations
Capture feedback after class.
Present the best membership option and complete the signup.
Track every lead outcome.
Upsell appropriately: camps, birthdays, privates, merch
4) Membership + billing support (iClassPro + payments)
Maintain accurate accounts: enrollments, credits, notes, and cards on file.
Handle failed payments and past-due accounts with a consistent script + timeline.
Process refunds/credits only within approved rules
Build and maintain front-desk SOPs inside the system so nothing depends on memory.
5) Scheduling + program coordination
Keep schedules accurate across locations/programs (classes, camps, events)
Coordinate with coaches on substitutions, roster changes, and capacity limits.
Maintain waitlists and communicate openings quickly.
Ensure class rosters match reality (especially during busy seasons)
6) Camps/birthdays/events admin
Own booking flow: inquiries → booking → deposits → confirmations → day-of details
Send the correct prep info to parents (what to bring, drop-off/pick-up, behavior expectations)
Day-of support: check-in/out, waivers, add-ons, crowd control, issue resolution
Post-event follow-up + internal notes (what worked, what broke, what to fix)
7) Team leadership (if you have desk staff)
Train front desk staff on scripts, policy, systems, and vibe.
Create shift checklists and enforce them (opening/closing, cash handling, cleanup)
Give feedback quickly; document repeat issues.
Build coverage plans for call-outs so the desk is never “abandoned”
8) Facility + safety support (front-of-house)
Spot and report safety issues immediately (equipment hazards, spills, crowded entryways)
Enforce basic rules in the lobby: shoes/food areas, behavior, and respectful communication.
Support incident reporting flow (intake info + escalation)
9) Reporting + accountability
Daily notes to GM/Owner: issues, wins, unusual incidents, critical parent situations
Weekly reporting:
Trials booked/attended
Conversions
Cancels / reasons
Past-due totals + recovered
Camp/party inquiries + bookings
Keep the pipeline visible. No mystery numbers.
What “good” looks like (KPIs)
Trial show-up rate
Trial-to-member conversion rate
Response time to leads (calls/text/email)
Past-due accounts kept low + collected on time.
Low admin errors (wrong bookings, missed waivers, incorrect billing)
Parents consistently say: “Front desk has it handled.”
Required skills
Strong customer service without being a pushover
Sales comfort (asking for the signup, closing the loop)
Organized admin habits (details matter: names, dates, payments, notes)
Calm under pressure (busy lobby + phone ringing + parent questions)
Basic tech competence: CRM software, spreadsheets, Gmail, POS (Square)
Clear written communication (short, accurate, friendly)
Nice-to-haves:
iClassPro and 17hats experience
Kids program or youth sports admin experience
Comfort handling conflict with parents professionally.
Ability to create SOPs and train staff