Front Desk/Customer Experience Associate

About Farm & Forge Club

Farm and Forge Club is a high-performance youth and adult training facility that blends elite sports coaching, academic enrichment, and holistic development. Located in the heart of Middle Tennessee, we provide an ecosystem where athletes, families, and creators can thrive on and off the field. Our mission is to create confident, capable, and connected individuals by fusing excellence in sport with intentional mentorship, storytelling, and community engagement.

Learn more at https://farmandforgeclub.com/

About The Role

The Customer Experience Associate is the first point of contact for members, guests, and visitors. This role is responsible for providing exceptional service, ensuring smooth daily operations, and supporting the administrative and retail functions of the facility. The ideal candidate is friendly, organized, and comfortable using technology to manage bookings and transactions in a fast-paced environment.

What You'll Do

Member & Guest Services

• Greet and check in members and guests with a warm, professional demeanor
• Verify memberships, waivers, and guest passes
• Respond to general inquiries and direct guests to the appropriate staff
• Confirm court reservations and assist members with scheduling needs
  
  

Scheduling & Bookings

• Reserve courts, clinics, and lessons for members and guests
• Manage cancellations and no-shows in accordance with facility policies
• Confirm next-day lessons or events as needed
  
  

Phones & Communication

• Answer incoming calls, texts, and emails promptly and courteously
• Route messages to the appropriate staff or coaches
• Send confirmations, reminders, and schedule updates through Club Automation
• Distribute weather alerts or operational updates when required
  
  

Retail & Point of Sale

• Process pro shop sales, drop-in fees, and event payments
• Restock retail and front-of-house items and assist with light inventory counts
  
  

Event & Tournament Support

• Assist with check-in, logistics, and on-site support during events or tournaments
• Collaborate with the events team to ensure smooth and professional operations
  
  

Facility Operations

• Maintain a clean, organized, and welcoming lobby environment
• Monitor towel stock, restrooms, and front-of-house cleanliness
• Receive and log deliveries appropriately
• Report maintenance or facility concerns promptly
  
  

Technology & Systems

• Use Club Automation for member check-ins, billing, and reservations
• Operate POS systems, phones, and printers confidently
• Perform basic troubleshooting when needed
  
  

This is a dynamic and fast-paced environment, and these responsibilities are not meant to be exhaustive. Other duties may be assigned.

Qualifications

• At least 1 year of experience in customer service, hospitality, or front desk operations preferred
• Strong communication and interpersonal skills
• Efficiency using technology and point-of-sale systems
• Reliable, punctual, and able to work independently or as part of a team
• Flexible schedule - Availability for evening, weekend, or event shifts as needed
• Must have reliable transportation and a valid Driver’s License
• Ability to communicate in English is required.
• Adequate completion of pre-employment background screening is required.
  
  

Benefits

Farm and Forge offers comprehensive benefits that support our team's health and well-being. These include:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Company-sponsored Life and AD&D Insurance
• Flexible Paid Time Off
• 401(k) Plan with Company Match
• Ongoing Training and Development
• Team Outings