Front Desk Manager

About Banner House at T Bar M

For more than 50 years, T Bar M has been one of the nation's most respected racquet sports clubs, earning a reputation for championship tennis, exceptional programming, and a vibrant community of athletes, families, and members. Today, that legacy is evolving into something even greater.

Banner House at T Bar M is a reimagined private social and athletic club where sport, wellness, hospitality, and culture come together across a 20-acre campus in the heart of Dallas. Designed to inspire connection and elevate everyday experiences, Banner House offers world-class tennis, pickleball, and padel alongside chef-driven dining, resort-style pools, wellness and recovery experiences, fitness programming, and thoughtfully curated social events.

More than a club, Banner House is a destination where members come to compete, celebrate, recharge, and build lasting relationships. Every experience-from a morning workout and tennis match to an evening dinner or family event is guided by a commitment to genuine hospitality, exceptional service, and creating moments that bring people together. As Banner House continues its transformation, we're building a team of passionate individuals who share our vision of redefining the modern private club experience.

About The Role

The Front Desk Manager will serve as the face of Banner House at T Bar M, responsible for ensuring a welcoming and efficient experience for all members and guests. This role requires exceptional customer service skills, strong leadership, and the ability to manage day-to-day front desk operations seamlessly. As the first point of contact, the Front Desk Manager plays a pivotal role in shaping the member experience, overseeing reception services, guest inquiries, member communications, and administrative tasks. The ideal candidate will be personable, organized, and proactive, with a passion for delivering top-tier service in a luxury club setting.

What You'll Do

• Member & Guest Engagement:
• • Greet all members and guests with warmth, ensuring a welcoming and high-quality experience from the moment they arrive.
• Front Desk Operations:
• • Oversee the daily operation of the front desk, ensuring efficient check-ins, guest registrations, phone coverage, and exceptional service standards at all times.
• Member Communications:
• • Serve as the primary point of contact for member inquiries, feedback, and requests, responding promptly, professionally, and with a solutions-oriented mindset.
• Club Knowledge & Member Concierge:
• • Maintain expert knowledge of all club programming, wellness offerings, racquet sports, fitness classes, dining experiences, youth activities, private events, and club amenities. Act as a concierge by confidently guiding members to the appropriate services and opportunities.
• Reservations & Guest Services:
• • Manage reservations and bookings across multiple platforms, including court reservations, wellness appointments, dining reservations through SevenRooms, and other club experiences while ensuring a seamless member journey.
• CRM & Member Data Management:
• • Utilize Peoplevine CRM to maintain accurate member profiles, document interactions, manage communications, and support membership engagement initiatives.
• Programming & Event Coordination:
• • Maintain a thorough understanding of the club calendar, special events, tournaments, social programming, and private events to provide accurate information and exceptional member support.
• Cross-Department Communication:
• • Serve as the communication hub between departments, ensuring the front desk is always informed of operational updates, programming changes, maintenance issues, member concerns, and special events.
• Leadership Collaboration:
• • Attend weekly leadership meetings, operational planning meetings, and programming meetings to stay informed of upcoming initiatives and ensure front desk operations align with club priorities.
• Team Leadership:
• • Recruit, train, coach, and schedule front desk team members while establishing service standards and accountability for exceptional member experiences.
• Problem Resolution:
• • Resolve member concerns, complaints, scheduling conflicts, and service recovery situations with professionalism, discretion, and urgency while escalating issues appropriately.
• Administrative Support:
• • Provide administrative support to the Managing Director and department leaders, including reporting, member database management, correspondence, and operational documentation.
• Operational Excellence:
• • Ensure the front desk remains organized, polished, and reflective of Banner House's luxury hospitality standards while continuously identifying opportunities to improve member service and operational efficiency.

Qualifications

• 3+ years of front desk, hospitality, guest services, or customer experience management, preferably in a luxury private club, hotel, resort, or hospitality environment.
• Proven experience leading, developing, and motivating high-performing guest service teams.
• Experience with hospitality technology platforms, including reservation systems, CRM platforms, and point-of-sale software. Experience with Peoplevine, SevenRooms, and Club Automation is strongly preferred.
• Exceptional interpersonal, verbal, and written communication skills with the ability to build meaningful relationships with members and guests.
• Strong organizational skills with the ability to prioritize multiple projects in a fast-paced environment.
• Ability to anticipate member needs and deliver a concierge-level hospitality experience.
• Highly collaborative with the ability to work across multiple departments and communicate operational updates effectively.
• Demonstrated ability to problem solve independently while exercising sound judgment and professionalism.
• Comfortable participating in leadership meetings and contributing to operational planning and continuous improvement initiatives.
• Proficient in Microsoft Office and Google Workspace.
• Flexibility to work evenings, weekends, holidays, and club events as business needs require.
• Passion for hospitality and creating memorable member experiences consistent with the Banner House brand.