Customer Care & Front Desk Officer

About the role

Onyx Fitness is looking for a friendly, professional front‑desk officer to be the first point of contact for members and visitors. You will combine service and sales, ensuring a warm welcome, supporting membership sign‑ups, handling payments and keeping the reception area running smoothly.

Key responsibilities

• Open and close the front desk on time, check‑in members and handle enquiries via walk‑in, phone, WhatsApp, email and social media.
• Process payments, registrations and maintain accurate cash and sales reports daily.
• Update lead logs, follow up on renewals and lapsed members weekly.
• Keep the reception area stocked, presentable and on‑brand.
• Prepare monthly summaries of enquiries, conversions and member feedback for the Gym Manager.
• Escalate member issues promptly when required.

Required profile

• Certificate or diploma in hospitality, customer service, business or equivalent experience.
• 1–2 years of experience in a customer‑facing role (reception, retail, hospitality or gym environment).
• Proven cash‑handling and payment‑processing skills, including M‑Pay (M‑Pesa).
• Comfortable using computers, gym/membership software or CRM and messaging apps.
• Interest in fitness is desirable.

Required skills

• Gym/membership management software
• Spreadsheets and email
• Cash handling and basic reconciliation
• M‑Pesa and card‑payment processing
• Managing enquiries via WhatsApp, phone, email and social‑media DMs