Front Desk Manager

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Reports to:

Assistant General Manager and General Manager

The Front Desk Manager supervises and/or performs the administration of all receptionist duties and ensures exceptional customer service by hiring, training, and maintaining a proactive, efficient, professional, and jovial front desk staff, scheduling appropriate coverage for the club at all times. They communicate all promotions, activities, and developments in all departments within the club to the members.

• Organize "zones" for specific tasks and appoint a receptionist/attendant to each zone to maintain the efficiency of the front desk.
• Schedule staff to provide appropriate coverage and submit to the Front Desk Manager by the 24th of each month.
• Reconcile end-of-month paperwork and submit to the corporate office.
• Complete daysheets and daily club and cafe deposits.
• Respond in a timely manner to members' concerns or comments from the suggestion box related to the front desk.
• Attend department head meetings and inform staff of developments and upcoming events within the club.
• Ensure that the front desk staff is meeting the expectations of the club manager.
• Hold regularly scheduled department meetings for ongoing training and sharing of information. Provide the minutes of each meeting to the GM/Assistant Manager.
• Recruit, hire, and train necessary staff. Accurately complete paperwork for new hires and submit to corporate before placing a new employee on the schedule.
• Maintain current personnel records on front desk staff and complete Personnel Action forms when appropriate.
• Schedule an orientation for each new employee with the Assistant GM.
• Use disciplinary action when necessary and properly document such action. Terminate substandard employees.
• Develop, implement, and evaluate front desk staff goals on a regular basis.
• Provide constant feedback on job performance and review each staff member yearly.
• Communicate effectively with and provide constructive feedback to all department heads and management staff.
• Use proper chain of command and ensure staff does the same.
• Set the example of professional behavior and exceptional customer service for all staff members.
• Recite mission statement and ensure that each receptionist is constantly working to fulfill the company's mission statement and corporate vision.

• Mid-Senior level

• Full-time

• Other

• Wellness and Fitness Services