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About the Role
Hands-on Front of House Manager responsible for delivering an exceptional member experience while leading the day-to-day Front of House operation at a busy premium boutique fitness studio. This leadership position combines people management, operational excellence, commercial awareness, and community engagement to create a welcoming, high-performing environment.
Responsibilities
- Lead, motivate, and develop the Front of House team, setting clear expectations around service, presentation, professionalism, and performance.
- Take ownership of the overall Front of House member journey, ensuring every member and guest receives a warm, knowledgeable, and premium experience.
- Build genuine relationships with members, creating a strong sense of community and ensuring members feel recognised and valued.
- Oversee daily FOH operations, ensuring the studio is consistently ready for members and that opening, closing, checklists, and operational procedures are completed to a high standard.
- Maintain exceptional standards of cleanliness, presentation, organisation, and studio flow across all FOH areas.
- Manage FOH rotas and staffing levels across early mornings, evenings, and weekends to ensure the studio is appropriately covered.
- Coach and develop team members through regular feedback and visible, hands-on leadership.
- Handle member feedback, questions, and complaints confidently and professionally, ensuring issues are resolved quickly and appropriately.
- Support the commercial performance of the studio by ensuring the team is confident discussing memberships, products, classes, and wider offerings.
- Drive retail performance, ensuring retail areas are well presented, fully stocked, and accurately managed.
- Monitor stock levels and work with relevant teams to maintain availability and presentation standards.
- Work closely with the wider studio, fitness, sales, and operations teams to deliver a seamless member experience and support wider studio initiatives.
- Take ownership of operational issues, escalating maintenance, health & safety, and other concerns appropriately.
- Identify opportunities for continuous improvement and contribute to initiatives that elevate the member experience and overall studio performance.
Requirements
- Experienced, hands-on leader who thrives in a fast-paced, customer-focused environment and leads by example on the studio floor.
- Proven experience leading a Front of House, Guest Experience, Hospitality, or Customer Experience team.
- Comes from a premium hospitality, fitness, wellness, leisure, retail, or lifestyle environment.
- Passionate about delivering exceptional customer service and building genuine relationships with members and colleagues.
- Naturally warm, welcoming, confident, and able to create a strong sense of community.
- Brings enthusiasm, positivity, and resilience to every shift, motivating others through their energy and attitude.
- Leads with empathy, professionalism, and integrity, creating a positive and high-performing team culture.
- Enjoys coaching and developing others, helping individuals and teams perform at their best.
- Takes ownership, embraces challenges, and is proactive in identifying opportunities to improve the member experience and studio performance.
- Commercially aware, with an understanding of how excellent service can contribute to retention, engagement, and revenue.
- Highly organised with strong attention to detail and the ability to prioritise effectively in a dynamic operational environment.
- Calm and solutions-focused under pressure, particularly during busy studio periods.
- Collaborative and committed to working closely with the wider team to achieve shared goals.
- Genuinely interested in fitness, wellness, hospitality, and community, with a passion for maintaining exceptional standards.
Skills
- People leadership
- Operational excellence
- Commercial awareness
- Community engagement
- Service delivery
- Team development
- Customer relationship building
- Operational management
- Cleanliness and presentation standards
- Staff scheduling
- Performance coaching
- Problem-solving
- Sales support
- Retail management
- Stock monitoring
- Cross-functional collaboration
- Issue escalation
- Continuous improvement
- Attention to detail
- Prioritisation
- Communication
Location
- Queensway, London
Work Type
- Full-time
- Shift work
Experience Level
- Leadership experience
Salary/Compensations
- £32,000 per annum
Benefits
- 28 days holiday per annum (including bank holidays)
- Complimentary access to fitness classes during off-peak times
- Opportunity to work within a premium fitness and wellness environment
- Part of a strong studio community
About the Company
- A premium boutique fitness and wellness business committed to delivering exceptional training, community, and member experiences.
- Studios are high-energy, beautifully designed spaces where every interaction matters.
- Values exceptional service, proactive leadership, continuous development, and creating a strong sense of community where both people and performance thrive.