If your dance studio is a well-oiled machine, chances are you have a team that makes the magic happen. Do you want to know what we think is the most underrated staff position at dance studios? Your front desk staff!
Your front desk staff members are essential in creating a positive experience for your dance families. You’re busy running all the behind-the-scenes administration and your teachers are busy creating an excellent class experience for the kids. But who is doing the bulk of communicating with parents (because we all know they don’t read your emails)? You guessed it, your receptionists!
So we put together a list of qualities that your front desk staff needs to have! If you’re hiring, these things are what you should be looking for. And if your current front desk staff doesn’t have these qualities, it’s time to consider some training!
6 Essential Qualities That Make the Perfect Front Desk Staff
-
Bubbly and Upbeat
You know those people who just always have a smile on their face? The ones that exude sunshine and positivity when they talk? The ones that have perfected their customer service voice? That’s the type of person you need at your front desk.
It might seem obvious, but you’d be surprised how many crabby receptionists or nonchalant teenagers (who are glued to their phones) we’ve seen working front desks! It’s so important that your customers are greeted by a smiling face and someone who is always friendly, no matter what.
-
Outgoing
You need someone willing to start conversations with people and get to know strangers. Your shy staff members may be better for more behind-the-scenes tasks. Front desk staff is prepared to…
-
- Welcome brand new families
- Show someone around the studio
- Make small talk with parents
- Give a rundown of what the recital is like
-
Able to Turn a Negative Into a Positive
Aside from email correspondence, your front desk is going to be the person that answers most of those everyday questions from parents. So when they ask if costume payments are included in tuition, and the answer is no, your front desk person is ready to deliver that news in a friendly way. “No, unfortunately, it’s a separate payment, but we keep it affordable and your costume payment includes any alterations that need to be made.” Or, “No, I’m sorry we can’t change your child’s class because it’s past the costume order deadline but her teacher loves her and thinks she’s doing an excellent job this year!”
-
Adaptable
A unique aspect of a dance studio receptionist position is how much it changes depending on the time of year, or even how busy the studio is that day. At the beginning of the year when you’re seeing tons of new faces, they really need to hone in on their community building. But during costume season, they’ll need to be ready to sort and administer returns. During earlier classes, they are ready to get a kid a bandaid or call a parent, but later in the night, they are willing to tidy up the studio or get a task done behind the desk. There is a wide variety of skills needed, and the perfect candidate will be someone who can adapt easily.
-
Multi-Tasker
You need someone who can be ready to answer a phone when they are in the middle of something but then get back to work after they handle that call. Front desk workers should be able to manage multiple conversations and juggle separate tasks throughout the night. You’ll need someone who can embrace the chaos!
-
Good At Connecting With Others
Above all else, you really need someone in your lobby who is going to give people those warm and fuzzy feelings! Someone who will remember the names of dancers, parents, AND siblings. You want your parents to feel like they can call the front desk and have a good experience with the person they are talking to, rather than feeling daunted by it. Your front desk person should be GREAT at making connections and building community!
If your front desk staff can check off all 6 of these qualities, we know your studio environment will really start to feel like home for your families! On top of that, you’ll notice that your job is being made easier because small administrative tasks and studio upkeep are being taken care of. That’s the goal right?!
