Front Desk Manager

Position Purpose 

Supervise all front office personnel. Oversee the arrival experience to maintain a seamless member and guest experience. Develop and implement policies and procedures to ensure club standards are being met. 

Duties and Responsibilities:

• Ensures the Front Desk team is following all club policies, and the service meets club standards. 
  
• Train, schedule, and supervise all front office staff. 
• Develop and implement all front office standard operating procedures. 
• Oversee the arrival experience and plotting of seating throughout the property to maintain club standards.
  
• Approves and manages all payroll and schedules for Front Desk Team and works with accounting and payroll manager to ensure seamless and timely.  
  
• Work closely with the Membership team to ensure that member and guest feedback are monitored, and appropriate actions are taken to address concerns.  
  
• Implement strategies to exceed member expectations.  
  
• Maintains effective relationships and communication with all other departments. 
  
• Verifies that accurate reservation status information is maintained and properly communicated to ensure maximum revenue. 
  
• Resolve member and guest problems quickly, efficiently, and courteously. 
  
• Updates group information; maintains, monitors, and prepares group requirements; relays information to all concerned staff members. 
  
• Ensures that all check-cashing and credit policies are followed. 
  
• Ensure information and member or guest issues from each shift is properly communicated to those working the next shift. 
  
• Conducts daily stand-up meetings with the Front Desk team. 
  
• Collects information required for daily and other revenue records. 
  
• Oversee the handling of all restaurant outlets, cancellations, no-shows and billings. 
  
• Expedites member and guest check-ins.  
  
• Informs Engineering department as problems arise. 
  
• Attending weekly staff and other meetings. 
  
• Performs other appropriate tasks assigned by the Director of Operation. 

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.