Hospitality Manager

Job Description

Job Description

Hospitality Manager

Position Type: Full-Time

Position Summary

The Fitness Equation is seeking a professional, performance-driven Hospitality Manager to lead front desk operations and deliver an exceptional member and guest experience. The Hospitality Manager serves as a welcoming presence in the club, ensuring that every member, guest, and staff member receives friendly, professional, and attentive service.

This position is responsible for overseeing daily hospitality operations, managing and developing front desk staff, maintaining efficient opening and closing procedures, and ensuring that the front desk, lobby, exercise floor, and club amenities are clean, organized, and ready for use. The Hospitality Manager works closely with TFE management and other departments to support club operations, communicate company policies and initiatives, resolve member concerns, and maintain the highest standards of customer service.

The ideal candidate is a strong leader with excellent communication, organization, multitasking, and problem-solving skills who is passionate about fitness, hospitality, and creating a positive club environment.

Key Responsibilities Hospitality and Member Experience

• Deliver exceptional customer service through daily interactions with members, guests, and staff, greeting everyone with a friendly, enthusiastic, and professional attitude.
• Build positive relationships with members by getting to know them by name and anticipating their needs.
• Oversee member and guest check-in procedures, verify membership access, and ensure club access policies are consistently enforced.
• Answer telephone calls, emails, and other inquiries; transfer calls, take messages, and communicate information professionally and accurately.
• Welcome and direct interviewees, business partners, visitors, and guests to the appropriate departments or meeting locations in accordance with company protocols.
• Keep members informed of club events, promotions, services, and important announcements.
• Oversee the distribution and sale of front desk products and services, including towel service, beverages, apparel, and other authorized point-of-sale items.
• Assist with member billing updates and other authorized membership-related transactions in coordination with TFE management.
• Address and resolve member and guest concerns calmly and professionally, documenting issues according to club policy and escalating matters to management when necessary.
• Ensure safety concerns are addressed promptly and in accordance with company policies and procedures.

Front Desk Operations and Staff Management

• Oversee daily front desk operations to ensure an organized, efficient, and professional environment during both peak and slower periods.
• Recruit, hire, train, schedule, and supervise front desk staff to maintain appropriate coverage, punctuality, and consistent service standards.
• Ensure the club opens and closes on time by maintaining effective staff schedules and operational procedures.
• Train and coach team members on customer service, front desk procedures, sales of authorized products and services, member check-in, and company policies.
• Monitor staff performance, provide feedback, and promote accountability, teamwork, and professional development.
• Complete and submit front desk staff timesheets and payroll documentation accurately and on time.
• Communicate company goals, policies, procedures, promotions, and operational updates to front desk staff.
• Establish and maintain effective communication channels, including phone, email, and text contact lists, to support coordination among front desk staff and other club departments.
• Coordinate with Membership, Training, Kidz Gym, Group Exercise, and other departments to ensure members and guests are directed to the appropriate resources and representatives.
• Work collaboratively with TFE management to improve service delivery, maintain operational consistency, and support overall club performance.

Facility Standards and Club Readiness

• Maintain a clean, organized, and professional front desk and lobby area.
• Monitor the cleanliness, organization, and readiness of the exercise floor, fitness equipment, and club facilities.
• Identify and report facility maintenance needs, cleanliness concerns, and equipment issues to the appropriate personnel.
• Help ensure that members and guests understand and follow club policies while using fitness areas and amenities.
• Oversee the readiness and appropriate use of sports and recreational amenities, including basketball, volleyball, and rock climbing areas during family time, open play, leagues, and general use.
• Ensure front desk supplies, towels, and other member-facing amenities are appropriately maintained and available.
• Support a safe, welcoming, and well-maintained club environment that reflects TFE's service standards.

Qualifications Required Qualifications

• High school diploma or GED.
• Strong verbal and written communication skills, with the ability to interact professionally with members, guests, and staff.
• Excellent customer service, organizational, multitasking, and problem-solving skills.
• Ability to manage competing priorities, maintain front desk efficiency, and lead staff during both peak and slower operating periods.
• Ability to demonstrate professionalism, sound judgment, and composure when addressing member concerns and operational challenges.
• Strong leadership, interpersonal, and team-building skills.

Preferred Qualifications

• Bachelor's degree in recreation, fitness, business, hospitality, or a related field.
• Previous experience in the fitness, health club, hospitality, or customer service industry.
• Previous experience supervising, hiring, training, or scheduling staff.
• CPR and First Aid certifications.
• A genuine interest in and passion for fitness, wellness, and member engagement.

Compensation and Benefits

The Fitness Equation offers competitive compensation, benefits, and a complimentary membership with employment. Through TFE's educational assistance program, eligible staff may receive up to $500 per year toward educational expenses. As a growing organization, TFE offers opportunities for professional development and career advancement based on performance.

Only candidates selected for an interview will be contacted.