Job Description

Position Title: Front Desk / Receptionist

Location: LEGACY

Reports To: General Manager / Location Manager

Position Summary

At LEGACY, the Front Desk is not just an administrative role. It is a brand role.

This person is the first impression and often the last impression every member, prospect, and guest has with our business. The Front Desk / Receptionist is responsible for creating an energetic, welcoming, polished, hospitality-driven experience while supporting daily operations, membership sales, retail sales, communication, and member retention.

This role requires someone who is upbeat, organized, proactive, detail-oriented, sales-minded, and fully aligned with the LEGACY standard. We are in the hospitality business. We do not simply check people in. We make people feel seen, valued, energized, and excited to be part of our community.

At LEGACY, No Days Off means never taking a day off on you. The Front Desk must carry that message daily through professionalism, enthusiasm, consistency, and service.

Key Responsibilities

Member Experience and Hospitality

• Greet every member and guest immediately with energy, enthusiasm, and professionalism
• Create a warm, elevated, hospitality-driven front desk experience at all times
• Learn and use members’ names consistently
• Answer questions about the facility, services, memberships, retail items, and policies
• Provide tours to first-time visitors and help them feel comfortable and welcomed
• Introduce prospects and guests to coaches and managers
• Make every member feel like a valued guest, not just a customer

Front Desk Operations

• Check members and guests in accurately and efficiently
• Maintain a clean, organized, fully stocked front desk area throughout the shift
• Answer phones professionally, enthusiastically, and knowledgeably
• Take accurate messages and communicate all important information to management
• Support daily opening, ongoing, and closing front desk duties
• Keep bathrooms, towel inventory, retail displays, and front-of-house areas in order
• Assist with laundry, towels, supplies, and basic facility upkeep as needed

Sales and Revenue Support

• Support membership sales, session bundles, first-timer conversion, and retail sales
• Help coaches and managers close first-time visitors into memberships or session packages
• Upsell towels, water, beverages, apparel, and other retail items
• Understand all LEGACY packages, pricing, promotions, and policies
• Speak confidently about the LEGACY difference, including P.I.T. and the member experience
• Help drive revenue through hospitality, product knowledge, urgency, and consistent follow-up

Phone and Lead Management

• Answer the phone with enthusiasm and confidence
• Gather lead information and help set first-time appointments
• Provide clear, compelling information about the LEGACY experience
• Help convert inquiries into visits
• Communicate follow-up needs, prospect notes, and member concerns to management
• Maintain professionalism and positivity on every call

Brand Representation

• Represent LEGACY with energy, confidence, and professionalism at all times
• Uphold LEGACY standards in appearance, communication, urgency, and attitude
• Maintain a polished look in approved LEGACY attire
• Protect the member experience by never discussing internal business issues with members
• Embody the LEGACY culture of excellence, consistency, integrity, humility, accountability, and teamwork

Qualifications

• Strong people skills and natural ability to make others feel welcome
• High energy, positive attitude, and professional presence
• Excellent communication and customer service skills
• Organized, reliable, and detail-oriented
• Comfortable with sales, upselling, and asking for the close
• Able to multitask in a fast-paced gym environment
• Basic computer and booking/software comfort
• Experience in hospitality, fitness, retail, membership sales, or customer service preferred
• Must be dependable, coachable, and aligned with the LEGACY brand and culture

Core Expectations

• Stand and remain ready to greet members and guests
• Do not hide behind the desk or the computer
• Be proactive, not reactive
• Treat every interaction as important
• Bring energy to the room
• Help create a clean, organized, premium environment
• Support the team and contribute to daily sales and retention goals
• Always protect the LEGACY brand through the way you speak, serve, and show up

Perfomance Standards

Success in this role will be measured by:

• Quality of member and guest experience
• Professionalism and hospitality
• Front desk organization and cleanliness
• Accuracy in check-ins, communication, and operational tasks
• Retail and front desk sales performance
• Contribution to first-timer conversion and member retention
• Reliability, punctuality, and consistency
• Alignment with LEGACY culture and standards

Physical Requirements

• Ability to stand for extended periods
• Ability to move throughout the facility during shifts
• Ability to lift and carry towels, beverages, and light supplies
• Ability to work in a high-energy fitness environment with music and member traffic

Why This Role Matters

The Front Desk sets the tone.

At LEGACY, that tone must be enthusiastic, sharp, welcoming, detail-driven, and sales aware. This role helps turn first impressions into memberships, members into loyal community, and everyday visits into an experience people want to come back to.

This is not a passive role. This is a leadership role from the front.

@legacynodaysoff @nodaysoff

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