Front Desk Manager

The Booking Team Lead acts as the immediate supervisor of the Booking Coordinators at the club

level. This role ensures daily processes are followed, communications are properly executed, and

reports are accurate and submitted on time. The Team Lead also supports the Head of Booking Team

in implementing strategies and resolving on-ground issues.

Key Responsibilities:

1. Daily Supervision:

o Oversee the work of Booking Coordinators during the shift.

o Ensure shift routines and tasks are executed according to SOPs.

2. Quality Control:

o Double-check all reminders, confirmations, and schedule postings.

o Maintain accuracy in all booking-related communications.

3. Client Assistance:

o Handle complex or escalated booking inquiries.

o Ensure high-quality customer service is maintained throughout all communications.

4. Reporting:

o Ensure Daily Reports and Daily Sales are submitted accurately and on time.

o Support the review of matchmaking and student-level list updates.

5. Coordination:

o Liaise with coaches, ground staff, and management for scheduling needs.

o Communicate closely with the Head of Booking Team regarding changes or issues.

6. Training Support:

o Assist in the onboarding and training of new Booking Coordinators.

o Provide feedback and reinforce best practices within the team.

7. Problem Solving:

o Resolve on-ground booking or scheduling concerns in real time.

o Flag any recurring issues for process improvement.

8. Task Completion Check:

o Ensure end-of-shift handovers are clear and complete.

o Make sure all assigned tasks for the shift are finished or delegated