Job Summary
We are looking for a responsible, service-oriented, and hands-on Front Desk & Customer Service Supervisor (shop manager)to manage the daily front desk operations and overall customer service standards of the venue. This role is responsible for reception, ticketing, cashiering, membership handling, customer enquiries, complaint resolution, team coordination, and ensuring a smooth and positive guest experience from arrival to departure.
Key Responsibilities
- Oversee daily front desk operations, including guest check-in, ticketing, cashiering, waiver verification, and membership registration.
- Handle customer enquiries, feedback, complaints, and service recovery in a professional and timely manner.
- Supervise front desk and customer-facing staff to ensure service standards are consistently maintained.
- Coordinate guest flow during peak periods and ensure smooth admission processes.
- Support membership sales, package promotions, renewals, and customer retention efforts.
- Maintain accurate daily reports, cashier closing, attendance records, and handover notes.
- Ensure the front desk area is well-organized, presentable, and fully equipped at all times.
- Assist with group bookings, birthday parties, school visits, events, and special customer arrangements.
- Work closely with operations and floor staff to resolve on-site service issues effectively.
- Train, guide, and monitor staff on customer service procedures, greeting standards, and complaint handling.
Job Requirements
- Minimum 5 years of experience in front desk, customer service, reception, cashiering, or retail/service operations.
- At least 3 year of supervisory or team-leading experience is preferred.
- Experience in one of the following industries will be an advantage:indoor playgroundfamily entertainment centresports or activity venuehospitalityretaileducation / enrichment centrefitness or membership-based business
- Strong communication and interpersonal skills, with a friendly and professional attitude.
- Able to handle customer complaints calmly, confidently, and with good judgment.
- Strong sense of responsibility, service mindset, and ability to work in a fast-paced environment.
- Able to manage guest flow, queue situations, and front-of-house pressure during weekends and peak hours.
- Familiar with cashiering, POS systems, booking systems, or membership systems.
- Basic computer skills, including Excel, email, and reporting.
- Able to work shifts, weekends, and public holidays.
- Good spoken English required ability to speak Chinese or other local languages is an advantage.
Preferred Profile
- Hands-on and proactive, not afraid to solve problems on the spot
- Strong in both operations and customer service
- Good at handling families, children-related environments, and high-traffic venues
- Able to train junior staff and maintain discipline and service consistency
- Positive attitude, emotionally stable, and presentable
