Front Desk Manager (FDM)
The Front Desk Manager (FDM) is the face of a Pole & Dance studio. The FDM sits at the entrance of the studio and is the first and last interaction that students have with our business: getting students checked in, educating clients about classes and pricing options, and giving tours of the studio. Multitasking will feel essential but ability to work on one task at a time despite the urge to multitask is an essential skill set for this role. Tasks include: using MindBody for sales of classes and merchandise as well as checking students in and out of classes; maintaining an iPad for students to use for self-check in; greeting and orienting students; light cleaning and maintenance of the studio; assisting instructors with announcements and with using Sonos and appliances (lights, fans, etc.); updating social media and monitoring online reviews; ordering supplies and organizing merchandise; and answering phone calls, messages, and emails.
The FDM should embody the studio Manifesto and set the Manifesto as the expectation and tone of their studio by demonstrating our values and upholding community. This person should be highly motivated by building cohesive communities and also feel comfortable using Gmail for email, Mindbody for booking, calendaring and billing clients, and Instagram for filming Instagram stories.
FDM hours are typically between 4-9pm Monday through Friday (weekday manager) or 9am-2pm Saturday and Sunday (weekend manager). This role reports to the Studio General Manager.
The Skill Set.
1+ years working front desk and/or other customer service positions
Friendly personality - you genuinely enjoy being around people. Put another way, if you believe that “Hell is other people” then this job is not for you.
Problem-solving skills, patience explaining the same information over and over, and attention to detail
Comfortability with technology such as Google Drive, Slack, NetGym, social media
Experience with, or capacity to learn, MindBody (or other similar software)
Knowledge about dance/fitness as well as the local Adams Point community is helpful
Have strong sales based conversations with clients and possible clients.
Comfortable handing out fliers in front of the studio door and talking to strangers
Capable of moving large boxes and water containers.
Within 1 month, you’ll…
Spend 5 shifts shadowing a current Front Desk Manager
Work closely with the Studio General Manager onboarding
Read the FDM Studio Handbook
Become familiar with the studio: apparatuses, facilities, appliances, etc.
Become familiar with MindBody and sales practices
Get to know the instructors who work during your shifts
Start learning the names, pronouns, and curriculum preferences of members and regular students
Take a few introductory classes to get a sense of our offerings (optional)
Within 3 months, you’ll…
Have a strong comprehension of MindBody and be able to merge clients, bill students, figure out billing issues
Have proficiency in sales practices and following up with clients on package purchases
Be able to recognize and cater to members and regular class-package holders
Have a sound knowledge of the classes we offer and our staff
Feel confident in making suggestions about front desk workflow (and make those suggestions!)
Give studio and safety overview tours to new students and incoming members
Within 6 months, you'll…
Train another FDM to take on this same role at another Pole & Dance studios
Remote hours working on building out the next iteration of the Oakland Pole & Dance FDM handbook
Assisting in client follow up with Studio General Manager
Assisting in organizing and implementing student showcases and studio events
Working with Contractors and directing the studio improvement projects that they work on at the discretion and direction of the Studio General Manager