Front of House & Member Experience Assistant

Madisons is looking for an exceptional Front of House & Member Experience Assistant to join our team.

This is not a traditional gym reception role.

You will be the main daytime presence at the front of our club, responsible for creating an exceptional first and last impression for every member and visitor.

Madisons is a premium coaching facility based in Haywards Heath. We help people become stronger, healthier and more confident through exceptional coaching, structured training and a genuinely personal member experience.

What you’ll do

• Welcome members and visitors warmly and professionally.
• Learn members’ names and build positive relationships.
• Assist with bookings, accounts and general enquiries.
• Manage membership pauses, cancellations and failed payments.
• Maintain accurate member records within our CRM system.
• Support the General Manager with enquiries and new member administration.
• Welcome first-time visitors and help them understand what to expect.
• Respond to phone, email, WhatsApp, and in-person enquiries.
• Complete daily front-of-house and operational checklists.
• Monitor supplies, merchandise and member amenities.
• Identify problems and ensure outstanding actions are completed.
• Occasionally support our neighbouring business, MINCKA Coffee.

Approximately 1.5 hours each day will be allocated to facility presentation. This includes maintaining reception, communal spaces and changing areas, restocking supplies and helping to keep the club immaculate throughout the day.

Requirements

We are looking for someone who is naturally warm and personable, but also highly organised, dependable and willing to take ownership.

You will:

• Have previous experience in a customer-facing role.
• Deliver a consistently high standard of service.
• Communicate clearly and professionally.
• Be confident using email, booking systems and digital tools.
• Complete administrative work accurately.
• Work independently without constant supervision.
• Remain calm and organised during busy periods.
• Use quieter periods productively.
• Be comfortable handling payments and sensitive conversations.
• Be willing to undertake cleaning and practical operational tasks.
• Respond positively to feedback and high standards.
• Be available Monday to Friday from 6:00am to 6:00pm.

Experience in premium hospitality, boutique fitness, hotels, wellness, private members’ clubs, premium retail or a similar service-led environment would be beneficial. Previous fitness experience is not essential.

Benefits

• Permanent, full-time employment.

• Consistent Monday-to-Friday schedule.
• No regular evening or weekend shifts.
• Free training memberships at Madisons, worth over £5,000.
• Training and development from the General Manager.
• Supportive and ambitious team environment.
• Genuine progression into a Senior Front of House or Front of House Manager position as Madisons grows.

For someone who consistently demonstrates exceptional service, operational ownership, sound judgement and the ability to improve standards, this role could progress into a Senior Front of House or Front of House Manager position.