Front Desk Experience Manager 

Job Description 

Responsible to:

General Manager

The Role:

The Front Desk Manager is the first point of contact for members and guests, ensuring a seamless, welcoming, and professional arrival experience. This role oversees member check-ins, reservations, and all points of club reception contact while maintaining the highest standards of hospitality. As the Front Desk Manager your role is to be personable, and proactive, with a deep understanding of luxury hospitality and private club environments. Additionally, this role is responsible for training and enforcing Standard Operating Procedures (SOPs) to ensure the front desk team delivers a consistently professional guest experience.

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    Responsibilities:

Member & Guest Experience:

• Greet and check in members and their guests with warmth and professionalism.

• Maintain an up-to-date knowledge of members, VIPs, and high-profile guests to provide personalized service.

• Ensure a smooth and organized entry experience, managing guest lists and arrivals efficiently.

• Communicate club policies, event details, and reservation confirmations to members.

• Oversee all points of club reception contact with members, ensuring seamless interactions across all touchpoints.

 Team Training & SOP Management:

• Develop, implement, and train all Standard Operating Procedures (SOPs) for club reception and member experience relations.

• Ensure the club reception team maintains the highest level of professionalism and hospitality in every guest interaction.

• Conduct regular training sessions to uphold service excellence and operational efficiency.

• Provide ongoing coaching and support to club reception.

Reservations, Communication & Coordination:

• Oversee reservation management, coordinating closely with the restaurant and events teams.

• Maintain a keen awareness of restaurant levels, adjusting seating flow accordingly.

• Work closely with the membership team to ensure seamless member approvals and club access.

• Communicate member feedback to the operations and membership teams, ensuring a proactive approach to service improvements.

Operations & Administration:

• Manage phone and email inquiries, responding promptly and professionally.

• Ensure all front desk systems and software are up to date.

• Handle member issues or concerns with discretion and problem-solving with operations and membership team

• Act as the liaison between the front desk, membership and operations team.

Qualifications & Experience:

•  3+ years of experience in a hospitality or private club environment, with front desk or guest services experience preferred.

• Strong interpersonal skills, with the ability to engage with high-profile members and guests professionally.

• Experience with reservation management systems (e.g., SevenRooms, Resy, OpenTable) is a plus.

• Exceptional attention to detail, multitasking ability, and a service-first mindset.

• Ability to handle high-pressure situations with composure and problem-solving skills.

• Availability to work flexible hours, including evenings, weekends, and holidays.

Note: This job description is not intended to be a contract for employment, and the employer reserves the right to make any necessary revisions to the job description at any time.