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.

• 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.

• 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 commensurate with experience.
• Flexible structure: