Front Desk — First Impressions Specialist

We are hiring a front desk lead who understands that the front desk is not really a desk job.

You are the first face every prospect sees when they walk in. You are the voice every member hears when they call. You are the person who notices when a member has not been to class in two weeks and reaches out before they cancel. The role is small in title and large in impact — done well, it shapes every member's experience of the academy.

People do not remember the facility. They remember how they were treated when they walked in.

A prospect who is greeted warmly and made to feel expected converts at a meaningfully higher rate than one who walks in to a closed laptop and a distracted hello. A member who feels recognized stays longer. A new student who gets a real conversation on day one is more likely to be there in month six.

This role is the one that delivers all of that, every day, repeatedly. The right person treats it like a craft, not like a clerical job.

• Greet every person who walks in by name when possible, and warmly when not
• Answer phone calls and respond to texts and inbox messages quickly and professionally
• Manage the front desk during peak hours — typically late afternoons, evenings, and Saturday mornings
• Check members in, handle drop-ins, and keep the lobby running smoothly
• Welcome scheduled prospects, get them comfortable, and hand them off to the appropriate team member
• Notice the small things — a member who seems off, a parent who looks confused, a prospect who is waiting too long — and act on them
• Help with light retention work: noticing when members go quiet and flagging them for follow-up
• Keep the lobby and front area clean, organized, and presentable

Genuine warmth. This is the entire job. Some people have it, some people do not. We can teach you our software in an afternoon. We cannot teach you to actually like people.

Reliability. Members and prospects plan their visits expecting someone to be there. Late or absent disrupts the entire operation. This is non-negotiable.

Attention to the room. You are not heads-down at a screen. You are watching the lobby, noticing who is waiting, picking up on the parent who has a question they have not asked yet.

Professionalism on the phone and over text. Every message you send on behalf of the academy reflects on the academy. Spelling, tone, and responsiveness all matter.

Comfort with technology. You will use our member management system, our scheduling tools, our inbox, and our messaging platforms daily. You do not need to be technical, but you need to learn quickly and not be intimidated by software.

A real role, not a glorified receptionist gig. You will have ownership of the member experience at the front of the house. Your input shapes how we operate.

Training that prepares you. You will not be thrown to the wolves on day one. We will teach you our systems, our culture, and our standards before you are running the desk solo.

A community worth being part of. Our members are the kind of people you would enjoy seeing every day.

Performance bonuses. Beyond your hourly rate, we tie bonuses to retention metrics and member experience indicators. When the academy thrives, you do too.

Growth opportunities. This role can grow into more — operations work, member success roles, or a path to broader responsibilities. We promote from within when possible.

1. Apply via the form. Brief, real, in your own voice.
2. Phone conversation. 20 minutes to get a sense of who you are.
3. In-person visit. Come to the academy during a busy time. We want you to see what the role actually looks like.
4. Trial shift. A paid trial shift where you shadow our team and try the work yourself.
5. Offer.

Total elapsed time: typically 1-2 weeks from application to start date.