Front Desk Manager

Town Club
Downtown Los Angeles
545 South Figueroa Street
Los Angeles, CA 90071, USA

The Front Desk Manager is responsible for the leadership, administration, and daily operation of the Club's Front Desk and guest room operation. This position ensures the delivery of exceptional service to members and guests through effective supervision of front office staff, oversight of reservations and guest services, and coordination of overnight accommodations.

The Front Desk Manager is also responsible for generating and managing group room block business in support of Club events, member functions, corporate meetings, and special occasions. Working collaboratively with all operating departments, this position contributes to the Club's mission of providing a consistently exceptional member and guest experience while maximizing room occupancy and revenue.

• Direct and oversee the daily operations of the Front Desk.
• Ensure professional, courteous, and personalized service is consistently provided to members and guests.
• Manage guest arrivals, departures, reservations, billing, and room assignments.
• Monitor room inventory, occupancy, and reservation activity to maximize utilization.
• Coordinate daily room status with Housekeeping and Maintenance to ensure guest rooms meet Club standards.
• Maintain accurate guest records and reservation information.
• Resolve member and guest concerns promptly and professionally.

• Recruit, interview, train, supervise, coach, and evaluate Front Desk employees.
• Develop work schedules that provide appropriate staffing levels while managing labor costs.
• Conduct regular staff meetings and ongoing service training.
• Establish performance expectations and hold team members accountable for achieving Club standards.
• Foster a culture of teamwork, professionalism, accountability, and continuous improvement.

• Serve as the primary contact for group room block inquiries.
• Coordinate room blocks for weddings, Club events, member functions, corporate meetings, and special events.
• Collaborate with Catering & Events and the Membership department to identify lodging opportunities.
• Prepare room block agreements, monitor pickup, and manage rooming lists.
• Implement strategies to maximize occupancy, room revenue, and guest satisfaction.
• Develop relationships with members, event planners, and corporate clients to encourage repeat business.

• Ensure compliance with Club policies, operating procedures, and service standards.
• Assist with forecasting, and departmental planning.
• Review operational reports and recommend improvements to efficiency and profitability.
• Oversee billing accuracy, and daily audit procedures.
• Maintain departmental records and documentation.

• Demonstrate a visible commitment to hospitality and personalized member service.
• Anticipate member and guest needs and respond with professionalism and discretion.
• Coordinate VIP arrivals and special requests.
• Promote a positive image of the Club through every member and guest interaction.

• Directly supervises all Front Desk personnel.
• Responsible for hiring recommendations, onboarding, scheduling, coaching, performance evaluations, and corrective action in accordance with Club policies.
• Develops employee engagement through ongoing communication, recognition, and professional development.

Required

• Minimum three (3) years of progressive supervisory experience in hospitality, hotel operations, private clubs, or luxury guest services.
• Demonstrated leadership and team development experience.
• Experience managing reservations and overnight accommodations.
• Strong organizational, communication, and problem-solving skills.
• Proficiency with property management systems, Microsoft Office, and reservation software.

Preferred

• Bachelor's degree in Hospitality Management, Business Administration, or related field.
• Experience with group sales, room block management, and revenue optimization.

• Commitment to exceptional member service.
• Strong interpersonal and leadership skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Sound judgment and effective decision-making abilities.
• Financial acumen related to room revenue and departmental expenses.
• Ability to maintain confidentiality and exercise discretion.
• Excellent written and verbal…