Deskripsi pekerjaan Studio Operation & Guest Relation PT Rumah Sehat Bersama (House of Pilates)
Studio Operation & Guest Relation
About the Role
We’re looking for someone who genuinely loves people, thrives in a feel-good environment, and wants to be part of a studio that helps people feel better.
As our Studio Operation & Guest Relation, you’ll be the heartbeat of the studio: the first face clients see, the voice behind the messages, and the person who keeps everything running smoothly behind the scenes. This role blends client experience, studio operations, event & workshop, sales, community-building, and partnerships.
Key Responsibilities
Studio Operations & Performance
- Manage daily studio operations, including opening/closing, bookings, check-ins, reschedules, cancellations, and system updates
- Monitor trainer attendance, working hours, and utilization, and prepare session-based compensation calculations
- Maintain accurate operational records and weekly/monthly reports (attendance, sales, petty cash, invoices, reimbursements, cancellations)
- Analyze studio performance (traffic, bookings, capacity, sales conversion, client feedback) against targets, and flag significant gaps or trends
- Identify operational and client experience issues, follow up on improvements, and contribute to initiatives that improve efficiency and client retention
Client Experience, Sales & Relationship Management
- Manage client inquiries, registrations, bookings, payments, and service issues via WhatsApp, social media, and other channels, promptly and warmly
- Build strong client relationships through follow-ups, post-session engagement, birthdays, milestones, and other personal touchpoints
- Promote classes, memberships, packages, and wellness products, including upselling existing clients and converting third-party platform users into direct clients
- Support client retention and contribute to achieving studio sales targets
Community & Marketing
- Build client community and engagement through regular activities and relationship-building initiatives
- Capture and share simple photo and video content during and after classes, including client tagging and social media engagement
- Support day-to-day marketing and simple promotional initiatives in line with the studio’s brand
Events & Workshops
- Support workshop and event planning, and manage execution according to the approved plan
- Coordinate with vendors, instructors, partners, and participants, and resolve operational issues on the day
- Prepare post-event recaps documenting outcomes, feedback, and follow-up actions
Partnerships
- Maintain and strengthen relationships with existing brand and business partners
- Identify and approach new partners relevant to the studio’s objectives
- Coordinate partnership activities and deliverables, and follow up on agreed commitments
General Affairs
- Make sure the studio is clean, well-maintained, fully stocked, and ready for clients and instructors
- Coordinate cleaning, laundry, maintenance, repairs, utilities, supplies, and other vendors
- Monitor equipment, facilities, and inventory, and follow up on issues
- Manage petty cash, routine purchases, and reimbursements within approved procedures and budgets
Consignment & Product Management
- Manage consignment and wellness retail products: placement, stock availability, and basic merchandising
- Monitor product inventory, stock movement, and sales, keeping records accurate and up to date
- Coordinate with consignment partners on replenishment, sales reporting, and payment settlement
What We’re Looking For
Experience
- Minimum 5 years of relevant experience in studio operations, customer service, hospitality, retail, front desk, or other client-facing service roles
- Experience managing bookings, scheduling, or other service operations
- Experience in service sales (membership or package sales, upselling, client conversion, or client retention)
- Experience coordinating with vendors, instructors, partners, or other external stakeholders
- Experience supporting events, workshops, or community activities
- Background in fitness, wellness, Pilates, or hospitality is preferred
Skills & Tools
- Intermediate English communication, written and spoken
- Proficient in Google Workspace: Sheets, Docs, Drive, and Calendar
- Familiar with booking, scheduling, CRM, or other studio/service management systems
- Able to maintain accurate records, prepare basic reports, and analyze basic operational or sales data
- Able to create or capture simple photo and video content for social media
- Strong administrative, organizational, and time management skills, with the ability to multitask
Education
- Minimum Diploma (D3) or Bachelor’s Degree in any field
Traits / Personalities
- Warm, welcoming, friendly, patient, and professional with clients
- Reliable, responsive, and accountable for day-to-day responsibilities
- Independent, proactive, and willing to take initiative
- Solution-oriented and calm when handling unexpected situations
- Target-oriented and motivated to support studio growth, client retention, and sales
- Open to feedback and willing to learn
- Interested in Pilates, wellness, or the health & fitness industry
Working Hours & Schedule
- Full-time, on-site
- 6 working days per week (Monday–Saturday) on a shift-based schedule
- Willing and able to work weekends or public holidays when required
