Reception Lobby Coach

KidStrong of Alberta•Edmonton, AB

12d•Onsite

About The Position

KidStrong is a child development and fitness program designed to help parents build stronger, smarter, high-character kids. At KidStrong, the experience we create for families begins before a child ever steps onto the coaching floor. Our Lobby Coach plays an important role in making every child, parent/caregiver and guest feel welcomed, recognized and excited to be part of our community. The Receptionist / Lobby Coach is the host of the KidStrong lobby and an important part of our member experience team. This is much more than a traditional front-desk position. You will be one of the first people families see when they arrive and one of the last people they interact with before leaving. You will help create a warm, organized and energetic environment, build relationships with our members, welcome new families, support our Amazing Trial Experience, and make sure important front-of-house administrative details are taken care of. The right person for this role genuinely enjoys people, notices the little things and understands that exceptional customer service is about making people feel seen, welcomed and valued.

Requirements

Complete KidStrong onboarding and role-specific training.
Meet KidStrong employment and background-screening requirements.
Obtain/maintain Child and Infant First Aid and CPR certification.
Follow KidStrong safety, confidentiality and professional conduct expectations.
Obtain a current Police Vulnerable Sector Check

Nice To Haves

Genuinely enjoy interacting with children and families.
Are naturally warm, friendly and comfortable starting conversations.
Remember people’s names and details and enjoy making people feel welcome.
Are organized and good at keeping track of multiple small details.
Notice when something needs to be done and take initiative.
Are dependable and follow through on commitments.
Can balance customer service with administrative responsibilities.
Are comfortable talking with prospective members and supporting enrolment.
Communicate clearly and professionally.
Enjoy working as part of an energetic team.
Are comfortable in a busy children’s fitness environment.
Can remain positive and professional when things get busy.
Are open to feedback, learning and continued development.
Experience in customer service, reception, hospitality, recreation, children’s programming, administration, membership services or sales is an asset, but finding someone with the right attitude, reliability and ability to connect with families is equally important to us.

Responsibilities

Create an Exceptional Member Experience: Warmly greet children and parents/caregivers as they arrive. Learn and use children’s names whenever possible. Create a welcoming, positive and professional lobby environment. Build genuine relationships with our members and families. Help children and caregivers feel comfortable and connected when they enter the centre. Answer routine questions and help families find the information or support they need. Recognize opportunities to celebrate children and strengthen the family’s connection to KidStrong. Help ensure the experience from arrival through departure reflects KidStrong’s standards and values.
Deliver the Amazing Trial Experience: Review upcoming trials and prepare before families arrive. Ensure starter kits and required trial materials are ready. Personally welcome trial children and their parents/caregivers. Help families understand what to expect during their visit. Deliver the KidStrong Amazing Trial Experience consistently. Build rapport with prospective members and answer questions about the KidStrong experience. Communicate with Coaches and centre leadership so trial families receive a seamless experience. Support families through the enrollment process. Complete required trial documentation and follow-up. Contribute to trial conversion and membership growth while keeping the experience warm, authentic and family-focused.
Support Front-of-House Operations: Complete required administrative tasks before classes whenever possible. Complete outstanding administrative work following the final class when necessary. Review class and trial schedules and help ensure the centre is prepared for arriving families. Maintain accurate member and trial information. Assist with routine member communication and front-desk administration. Keep the lobby and front-desk area organized, professional and ready for families. Identify member questions, concerns or follow-up needs and ensure they reach the appropriate person. Handle member and child information professionally and confidentially.
Work as Part of the KidStrong Team: Communicate proactively with Coaches, Lead Coaches and centre leadership. Share information that may help Coaches better support a child or family. Help create smooth transitions between the lobby and coaching floor. Pitch in during busy periods and support the overall success of the centre. Contribute to a positive, respectful and collaborative workplace. Be dependable, prepared and ready to contribute at the beginning of each shift. Receive coaching and feedback positively and apply it to your work. Follow KidStrong policies, procedures and safety expectations.