Introducing Rosa Mullany – Reception Team Leader

Tell us a little of your background. What is your experience of the leisure industry?

My work background has been predominantly in a customer service type role but I have not worked in the leisure industry before. In terms of health clubs I have held gym memberships for the last 10 years or so but have made very little use of them. I prefer a health club with a social element – somewhere I can exercise but where I can relax afterwards with a swim and spa session finished off with a large semi-skimmed cappuccino!  I found myself only making use of my memberships in short bursts and not achieving the results I wanted. I am sure that will change now that I am working at Club Towers and hopefully, this will get me enjoying my exercise again. I am delighted that Bedford will now have the type of health club that many people have been waiting for and I am hopeful that it will kick start my fitness regime too!

What attracted you to the position of Reception Team Leader at Towers Health & Racquets Club?

I regularly drove past the Club as it was being built and I was going to join as a Foundation Member but then I spotted the vacancy for the Reception Team Leader and the rest is history! I immediately felt the job was the perfect opportunity for me to put to use my many years of Reception / Front of House administrative experience.

I really enjoy offering people a personal experience and meeting people. I am motivated to ensure that the people I come into contact with, whether members, staff or visitors, are treated as individuals and I am a great listener too. I believe my role is to make sure that members are getting what they want from the club, have a great session and leave the club feeling relaxed, refreshed and energised – keen to return as soon as they can.

I hope that the members and the Reception Team will get to know each other well and that  our happy, professional, individual approach to Customer Service, will help members have a great experience each time they visit.

When recruiting for your staff, what will you be looking for?

I will be looking for staff that are friendly with a ready smile but also are confident and knowledgeable about the club facilities. They must be approachable, willing to go the extra mile to provide a premium customer service, and motivated to help members get the most out of their visit.

What is your favourite food?

I just love food! Growing up with a parent who could not cook and who did not have the time to cook, I took over as the family cook from the young age of 12. I bought the ingredients, followed recipes and learnt to improvise and produce a healthy family meal.

I would say that I enjoy most foods (except rhubarb!) and love anything from a healthy salad to a juicy burger.   I am still searching for a local Italian restaurant to wow me … any suggestions welcomed! I am certainly looking forward to trying some of Jake’s creations in the Café/Bar and on that note, I cannot wait to taste Alice’s cupcakes!

What do you like to do when not working?

My spare time is mostly spent at home. Working full time, and with a husband and two young adult sons, I am kept busy. I love to spend time with my girlfriends and can often be found having a brisk walk around Bedford, culminating in a coffee and catch up. I love going on holidays and enjoy visiting Italy every year to see friends and family. I enjoy reading Richard and Judy recommended novels and I would like to watch more films but I currently spend more time selecting a film on Netflix than I do watching the choice!  I am determined to spend time at the Club attending a Zumba Class, doing a gym workout and having a leisurely swim.

And finally…. who has been your biggest influence?

My parents settled in Bolton moving from Italy in the 1960s and set up their own business overcoming any language and cultural barriers. They worked tirelessly to achieve their dream which sadly was cut short upon the unexpected and premature death of my father. My mum then raised three young teenagers single-handed and showed me the meaning of hard work and resilience. I guess subconsciously my mum has been my greatest influence instilling in me the need to respect and treat others the way I would like to be treated. Regardless of how busy and stressed mum was, she always greeted neighbours and friends with a smile and never burdened them with her problems. I have tried to emulate her, and this has led me to enjoy working with people, to empathise with them and to develop a rapport which is mutually supportive.