Front Desk Manager

Overview The Front Desk Manager is a highly visible, member-facing role responsible for leading the front desk team, ensuring smooth operations, and delivering an exceptional experience for every member and guest. This role requires a strong presence, excellent organizational skills, and the ability to balance customer care, team leadership, and operational efficiency in a fast-paced environment. Key Responsibilities Leadership & Team Management Lead, train, and support front desk teammates, holding them accountable to excellent service and operational standards. Manage front desk scheduling, staffing, and adherence to SOPs. Partner with the Director of Hospitality to oversee daily operations of the club including front desk, café, and bar. Member Experience Warmly greet and assist members and guests, handling inquiries and needs with professionalism and ensure other front desk teammates do the same. Provide tours and product overviews to prospective members, converting leads into players and ensure other front desk teammates do the same. Support retention efforts by fostering strong relationships with members and ensure other front desk teammates do the same. Operations & Administration Manage bookings, lessons, and court scheduling with accuracy and ensure other front desk teammates do the same. Handle in-person payments for memberships, retail, and rentals and ensure other front desk teammates do the same. Oversee inventory and stock management at the front desk and café. Respond promptly to phone calls and emails, ensuring clear and friendly communication and ensure other front desk teammates do the same. Ensure compliance with policies, safety protocols, and service standards. Continuously identify opportunities to improve service and efficiency. What We’re Looking For Core Traits Genuine, responsible, and caring personality with an entrepreneurial mindset. Friendly, approachable, and service-oriented demeanor. Highly Efficient with strong communication skills and openness to feedback. Skills & Experience A self-starter that is highly organized, detail-oriented, and comfortable multitasking under pressure. Proven leadership or team development experience, ideally in hospitality or customer service. Strong customer service background with the ability to de-escalate and resolve conflicts. Tech-savvy , quick to learn booking/POS and other systems. Prior front desk, hospitality, or operations experience preferred. Bachelor’s degree in business, hospitality management, or equivalent experience. Knowledge of racquet sports is a plus, but not required! Success in This Role (KPIs) Lead Conversion : Turning prospects into active players; meeting weekly, monthly, quarterly and annual goals. Member Retention : Creating lasting connections that keep members engaged and growing. Sales Growth : Supporting growth in memberships, programs, café, and the Nicol Pro Shop. Compensation & Benefits Compensation commensurate with experience. Flexible structure: : W9, part-time contractor. 40+ hrs/week : Option for W2, including benefits (PTO, insurance contribution). At-will contract, with two weeks’ notice for termination by either party. Nicol is proud to be an equal opportunity employer .

HOURLY: $24 ANNUAL: 50K