Front Desk Manager

Position Purpose

The Front Desk Manager oversees front office operations, ensuring a seamless and polished arrival experience for members and guests. This role leads and supports front office personnel while establishing and upholding procedures that maintain the club’s standards of service and hospitality.

Duties and Responsibilities

• Ensure a welcoming and seamless arrival experience for all members and guests.
• Ensure the front desk team greets members upon arrival and escort members and guests to their seats efficiently while maintaining club standards
• Ensure the seating for all restaurant outlets are plotted in collaboration with our membership and operations teams and follows club standards to maximize covers.
• Manage the flow of both traffic and communication throughout the club
• Manage the reservations operations, handle inquiries via email, text, and phone, and ensure all guest interactions are handled professionally and promptly.
• Oversee the front desk team, including training, scheduling, and supervising staff to ensure adherence to club standards.
• Lead daily stand-up meetings to ensure smooth operations and clear communication.
• Develop, implement, and regularly update all front office SOPs to maintain consistency, efficiency, and high standards of service.
• Oversee the arrival experience, including the plotting of seating arrangements throughout the property, ensuring alignment with club standards for member satisfaction.
• Collaborate with the Membership team to monitor member and guest feedback, address concerns, and implement strategies to exceed member expectations. Resolve issues quickly, efficiently, and courteously.
• Maintain effective communication with all departments (e.g., Housekeeping, Engineering, Food & Beverage) to ensure member and guest needs are met and operational issues are promptly addressed.
• Verify room status, manage reservations, cancellations, no-shows, and billings, ensuring that accurate records are maintained to optimize revenue generation.
• Provide concierge-type services to members and guests, offering assistance with reservations, requests, and general club-related inquiries.
• Maintain and monitor group information, relay relevant details to staff, and ensure that all group requirements are met efficiently. Maintain function board in the lobby to ensure visibility for all team members.
• Ensure compliance with club billing policies and assist with daily revenue record collection.
• Respond to member and guest issues, ensuring resolutions are quick, courteous, and professional.
• Ensure all information from each shift (member concerns, special requests, etc.) is properly communicated to the next shift for continuity of service.
• Attend weekly staff and departmental meetings to discuss updates, challenges, and strategies for improvement.
• Perform other tasks as assigned by management to support overall club operations.

Qualifications

• Excellent attitude to the job, co-workers and members with the willingness to learn new things
• Able to work in a fast-paced environment with speed and quality.
• Great personal hygiene and grooming standards.
• Should be able to communicate, read and write clearly and effectively.
• The ability to interact with guests and team members professionally, including the ability to speak in front of small groups of team members.
• The ability to work irregular hours and extended shifts including late nights, early mornings, weekends, and holidays.
• Develop and manage front office systems for revenue management and guest, reservations, registration, accounting, and check-out.
• Supervise front office employees.
• Analyze property management system (PMS) data for front office decision-making.
• Knowledge of and ability to perform required role during emergency situations.