FRONT DESK

About the role

You are the “FACE” of EBF and the “Owner” of the customer service experience. Our goal is not to be great, but to be the greatest. This means Front Desk Attendants must embody the heart and mind of a fighter. The Front Desk is the tip of the EBF engagement spear and the owner of the customer service experience for our members/fighters.

Core Values

• Trust the Process and your Team – Every day we encounter a new fight, own it and believe in your team.
• Act the BEST be the BEST – Greatness happens outside of our comfort zones, we embrace change to bring about growth.
• Lead with Positivity and Gratitude – We own our attitude and welcome challenges with ambitious energy.
• Fight as One, we all Win – Together, as one, there is no fight that cannot be won.
• Always Fight it Forward – With every opportunity, leave the EBF team and our community better than how you met them.

Responsibilities

• Resolution of all customer service-related issues.
• Serve as “Compassion Police” for the facility.
• Owner of the “Never Leave Unhappy” Law – an EBF customer should never leave unhappy.
• Champion of facility cleanliness.
• Owner of Pro-Shop ordering, restocking, and cleanliness.
• Insures facility cleanliness.
• Coordinates all Pro-Shop-related activities (order/restock, cleanliness).
• Greets and checks in all members and guests.
• Sells all products and services (tours, Pro-Shop).
• Fields all phone calls, complaints, concerns, and questions, routing them to the appropriate person.
• Training-related to Head Trainer.
• Operations-related to Front Desk Manager (FDM).
• Front Desk-related to Front Desk Manager (FDM).
• Complete End of Shift Report and Facility Walk Through Report.
• Perform Open and Closing Checklist/Walkthrough and follow opening and closing procedures.

Hierarchy

Reports to Front Desk Manager.