RECEPTION SUPERVISOR

**Role Purpose** The Reception Supervisor is responsible for leading the day\-to\-day operation of the Ras Al Ardh reception and front\-of\-house team, ensuring every member and guest receives a warm, personalised and consistently exceptional experience. As one of the most visible leaders within the club, the Reception Supervisor will set the standard for how members are welcomed, supported and cared for. The role will combine hands\-on leadership, operational control, service excellence and team development, ensuring the reception becomes a key differentiator of the Ras Al Ardh member experience. **1\. Front of House Leadership** · Lead the Reception team during daily operations. · Ensure the reception is fully staffed and operational at all times. · Act as the senior point of contact on reception during allocated shifts. · Set clear expectations for appearance, behaviour, communication and service standards. · Lead by example and remain highly visible and approachable. · Conduct daily team briefings and shift handovers. · Ensure all reception procedures and standards are consistently followed. · Maintain a calm, organised and professional environment, particularly during busy periods. **2\. Premium Member Experience** · Personally welcome members and guests wherever possible. · Ensure members are recognised and greeted by name. · Develop strong relationships with regular members. · Anticipate member needs and proactively offer assistance. · Ensure every interaction reflects the luxury positioning of Ras Al Ardh. · Ensure members receive accurate and confident information about the club. · Identify opportunities to exceed member expectations. · Create a welcoming and engaging atmosphere from the moment a member enters the club. **3\. Service Recovery** · The Reception Supervisor will take ownership of front\-of\-house service recovery. · Handle member complaints and concerns professionally and promptly. · Resolve issues wherever possible without unnecessary escalation. · Record and communicate significant complaints appropriately. · Follow up with members after service recovery. · Identify recurring issues and work with the Member Experience Manager to prevent them happening again. · Turn service failures into opportunities to strengthen member relationships. **4\. Reception Operations** · Oversee the smooth running of member check\-in and access, guest registration, telephone calls, emails and enquiries, membership queries, class and facility bookings, personal training bookings, spa bookings where appropriate, member communications, lost property, key/access management, daily reception administration, cash and card transactions where applicable, and shift handovers. · Ensure all information is recorded accurately and confidentially. **5\. Membership \& Commercial Support** · Although the Reception Supervisor is primarily a service role, they should be commercially aware. · Identify potential membership enquiries. · Introduce prospective members to the Sales team. · Support membership tours when required. · Promote club services, classes, spa treatments and relevant programmes. · Support membership renewals and retention activity. · Identify opportunities for referrals and additional services. · Ensure reception staff understand current membership offers and club activity. The emphasis should be on relationship\-led recommendations rather than hard selling. **6\. Team Leadership \& Development** · Supervise and motivate the Reception team. · Allocate daily responsibilities and breaks. · Support the creation of reception rotas. · Coach team members on service standards. · Conduct regular one\-to\-one coaching. · Observe member interactions and provide feedback. · Support recruitment and onboarding of new reception colleagues. · Deliver training on systems, procedures and member service. · Address poor performance promptly and professionally. · Recognise and celebrate excellent service. **7\. Standards \& Presentation** · The Reception Supervisor is accountable for ensuring the front\-of\-house environment is always presentation\-ready. · This includes: **Key areas:** · Reception desk. · Entrance area. · Waiting areas. · Member communications. · Signage. · Retail displays. · Staff appearance. · Music/ambience where applicable. · Lighting and general presentation. · Availability of membership and club information. The standard should be: “If a member can see it, it is our responsibility.” **8\. Communication \& Coordination** · Work closely with: **9\. Systems \& Administration** · Maintain accurate member records. · Ensure reception systems are used correctly. · Monitor attendance and member access. · Maintain accurate booking information. · Ensure all payments and transactions are processed correctly. · Complete daily reception reports. · Complete shift handovers. · Report operational issues immediately. · Maintain confidentiality of member information. **10\. Health, Safety \& Security** · Ensure reception procedures comply with club health and safety requirements. · Follow emergency procedures. · Know the club’s emergency response protocols. · Escalate incidents appropriately. · Maintain appropriate confidentiality and discretion. · Ensure only authorised individuals access restricted areas. · Support incident reporting and investigation where required. Pay: From KD450\.000 per month Application Question(s): * Are you currently in Kuwait ? Experience: * Supervisory: 3 years (Preferred) Work Location: In person