Front Desk Experience Manager

The Role :

The Front Desk Experience 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 Experience 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 to ensure the front desk team delivers a consistently professional guest experience.

Responsibilities :

Member & Guest Experience:

• Provide a warm, personalized welcome to each member while ensuring a smooth check-in process.
• 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 :

• 2+ years of experience in a hospitality or private club environment, with Maitre’D, 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.