Front Desk Agent

Job Description

Job Description

Description:

Our Company:

Fitler Club is a first-of-its-kind urban social club for socially conscious, forward-thinking Philadelphians, combining world-class dining, fitness, social, business, hotel, and event offerings all under one roof. As home to the leaders and organizations shaping the present and future of Philadelphia and beyond, we are grateful for the opportunity to enrich the lives of our members and guests and we strive to deliver world-class hospitality.

At Fitler Club, we hold employees to high standards in how they treat members, guests, and each other, and we hold our organization to high standards in how we care for our employees.

Free meals, snacks, and beverages seven days/week, complimentary fitness classes, employee appreciation events, professional headshots, and wholesale pricing on designer retail products are just a few benefits available to all employees, in addition to a long list of traditional benefits such as wide-ranging health insurance options, company-paid short-term disability and paid parental leave, 401k with a company match, generous PTO policies and company-sponsored holidays, and more. Employees receive annual performance reviews with opportunities for career development and wage increases.

Fitler Club employees work in a high-design center of art, culture, and economy, amidst modern facilities and amenities, a museum-worthy art collection, and state of the art technology. (This is apparent even before entering the space, as both members and employees can access the building via fingerprint scanner.)

We are committed to driving social impact in Philadelphia, offering members, guests, AND employees opportunities to attend events featuring renowned impact leaders and volunteer alongside one another for a variety of causes throughout the city.

Hospitality is a team sport, and every employee is integral to our success. All employees are encouraged to share feedback, be solution-oriented, and seek out opportunities to show those in our care how deeply we value them as members of our community.

We are extremely fortunate to have a diverse, dynamic, civically engaged, and generous membership - people you’ll be excited and privileged to meet, greet, and serve. There’s no better customer base anywhere in Philadelphia.

If Fitler Club sounds like the right place for you, we welcome you to apply to join us in our pursuit. We hope to have the opportunity to work alongside you, learn from you, develop you, care for you, and succeed with you. Thank you for your interest in joining our team.

Position Overview:

The Member Services Agent is responsible for providing a superior experience to each member and guest and to serve as an ambassador for Fitler Club. They will make the first impression upon our members and guests by extending a warm welcome, providing information about the Club and local area, directions, and offering our full range of amenities and services. The Member Services Agent will anticipate member needs and manage all requests with a sense of urgency and will maintain a proactive approach to providing solutions.

Responsibilities:

• Consistently following the Club’s Guest Service procedures and standards while assisting guests at all reception locations
• Develop familiarity with members and their families, learning and using member names
• Provide a superior arrival and departure experience in a confident, professional and friendly manner
• Answer all phone calls promptly and knowledgeably, always ensuring complete and accurate information
• Monitoring and coordinating Club Driver upon member request
• Complete all items on appropriate (AM, PM, Overnight) checklist by end of shift
• Communicate pertinent member information to designated departments/personnel (i.e., special requests, amenity delivery)
• Maintain confidentiality of all members and Club information
• Attention to detail in order to ensure the security of Club and guest room access.
• Understand and execute Club’s accounting standards ensuring accurate settlement of folios, member accounts, routing of charges and adjustments following cash handling policies
• Document all guest requests, concerns, or issues immediately and notify designated department/personnel to resolve the situation and follow up to ensure completion and member satisfaction
• Performs all other duties as directed by immediate supervisors
• Work as a team, effectively communicating with management, housekeeping team, the Field House team, and all other departments in order to fulfill and address any issues or needs requested by members and or other associates
• Ensure that member and associate areas are maintained in a safe and secure environment
• Maintain confidentiality of all members and Club information
• Follow grooming and uniform standards established for this role
• Work as a team, effectively communicating with management and co-workers
• Perform all other duties as directed by immediate supervisors

Qualifications:

• Previous hotel, private club, fitness center or similar hospitality Front Desk/Reception experience preferred
• Excellent telephone etiquette and guest recovery skills
• Strong knowledge of MS Office, including Word, Excel, PowerPoint and Outlook, and hospitality software
• Requires strong communication skills, ability to multi-task, and attention to detail
• Ability to follow directions well, make quick decisions, and keep organized while under pressure
• Move, bend, lift, carry, push, pull, and the ability to lift weights, plates, dumbbells, kettle-bells, etc.
• Stand or walk for an extended period or for an entire work shift. It requires repetitive motion.
• Must be dependable and available to work within the club on weekends, nights and/or holidays based on business demands
• Punctuality and regular and reliable attendance

** Fitler Club uses e-verify for employment eligibility verification