Front Desk Agent

Job Description

Job Description

POSITION

Front Desk Agent

ABOUT THE LAKE:

The Lake is a new private social club opening in Fall 2026 in Chicago’s River North neighborhood. Spanning 26,000 square feet, the clubhouse will feature a classic brick-and-limestone exterior paired with stylish contemporary interiors, creating an atmosphere that is both elegant and inviting. Designed to foster a vibrant, welcoming community, The Lake will center around an exceptional food and beverage program and bring together individuals from diverse backgrounds who share a love of gathering with family and friends. The club will offer three distinct restaurants, including a French-inspired brasserie, a British American restaurant, and an Italian trattoria. In addition, members will enjoy two cocktail bars, a members’ wine cellar, a roof terrace, and three guest rooms, all thoughtfully designed to create a dynamic and curated experience.

ABOUT TOPOGRAPHY:

Topography is a hospitality company founded by Liam Krehbiel in 2021 that develops and operates a collection of luxurious hotels and clubs, with a vision to build a world-class company known for excellence in guest experience, employee satisfaction, financial performance, and environmental stewardship. The Lake will be Topography’s first property to open, with additional projects in development across Wisconsin, New England, and North Carolina.

SERVICE PHILOSOPHY:

At The Lake, dining is at the heart of the member experience. Every meal should feel thoughtful, personalized, and memorable, combining genuine hospitality with exceptional food and beverage knowledge. Our service is designed to anticipate needs, foster meaningful relationships, and create moments that encourage members and guests to return again and again.

Team members are expected to uphold standards of service that are:

Detail-oriented and highly personalized

Professional, warm, and intuitive

Refined yet approachable

Consistent in quality while flexible to individual needs

Every interaction—from the initial greeting to the final farewell—should reflect a seamless and elevated dining experience.

ABOUT THE POSITION:

The Front Desk Agent is responsible for delivering exceptional service to members and guests as the welcoming face of The Lake, overseeing check-in and check-out for the club's guest rooms and serving as a central point of contact for member needs. This role requires a polished, knowledgeable, and attentive professional who thrives in a fast-paced luxury environment and takes pride in anticipating guest needs.

The ideal candidate is passionate about hospitality, possesses strong organizational and communication skills, and is committed to providing gracious, personalized service while contributing to a collaborative team culture.

KEY RESPONSIBILITIES:

Member & Guest Experience

Deliver warm, personalized, and attentive service to every member and guest entering the club.

Build genuine relationships with members by recognizing preferences and anticipating needs.

Manage check-in and check-out for the club's guest rooms with accuracy and efficiency.

Respond to member inquiries, phone calls, and correspondence promptly and professionally.

Handle member feedback and special requests professionally and with urgency.

Service Standards & Execution

Execute all service standards in accordance with The Lake's hospitality philosophy.

Maintain expert knowledge of club amenities, restaurant outlets, guest room offerings, and daily programming.

Accurately manage reservations, member accounts, and billing through the property management and POS systems.

Coordinate with housekeeping, restaurant, and management teams to ensure guest rooms and common areas are guest-ready.

Maintain a clean, organized, and welcoming front desk and lobby area throughout each shift.

Teamwork & Collaboration

Work collaboratively with managers, hosts, servers, and housekeeping teams to deliver seamless service.

Support fellow team members during busy periods and contribute to an efficient service flow.

Participate in daily pre-shift meetings, training sessions, and ongoing education.

Foster a positive, respectful, and team-oriented work environment.

Operational Excellence

Follow all safety, security, and confidentiality standards related to member and guest information.

Complete opening, side work, and closing responsibilities thoroughly and efficiently.

Maintain accurate records of guest room availability, deliveries, and lost and found items.

Assist with special events, private dining, and member programming as needed.

Sales & Member Engagement

Confidently recommend club amenities, guest room stays, and featured experiences to enhance the member experience.

Promote club events, seasonal offerings, and featured experiences when appropriate.

Demonstrate strong product knowledge to increase member satisfaction and overall engagement.

Pre-Opening & Continuous Improvement

Participate in pre-opening training, systems training, service rehearsals, and operational setup.

Contribute feedback to improve service standards and operational procedures.

REPORTS TO:

Food & Beverage Manager / GM 

CANDIDATE REQUIREMENTS:

The Lake is seeking candidates who bring genuine hospitality, professionalism, and a passion for exceptional guest service.

Professional Experience:

2+ years of front desk, guest services, or concierge experience in a luxury hotel, resort, or private club environment preferred.

Strong knowledge of hospitality and guest service etiquette.

Excellent communication and interpersonal skills.

Ability to multitask and remain composed in a fast-paced environment.

Flexible schedule including evenings, weekends, and holidays.

Experience with property management systems (PMS) and POS systems is preferred.

Previous private club or luxury hospitality experience is a plus.

Core Values Alignment:

Candidates should demonstrate alignment with Topography's core values:

• •Drive
• •Empathy
• •Excellence
• •Integrity
• •Positive Attitude

COMPENSATION:

The Lake offers a competitive compensation package that includes competitive hourly wages, gratuities where applicable, and a 401(k) plan. Additionally, The Lake provides a comprehensive benefits package, including medical, dental, and vision insurance for eligible employees, and paid vacation. Topography Hospitality is an equal opportunity employer.

START DATE:

Fall 2026

LOCATION:

Chicago, IL