Hospitality Desk Lead

Midtown is looking for a Hospitality Desk Lead who will play a key role in creating a positive experience in every interaction with members and guests.

Learn more about our beautiful Rochester club here:
Midtown Rochester, NY | Fitness Club & Gym

Midtown believes in putting the customer at the center of every decision that we make. Member Experience is our strategy, and our members are our marketers. But it takes focus to stay on strategy in a fast-paced and dynamic health club environment.

As the Hospitality Desk Lead, you will be responsible for developing, directing, and leading our Hospitality Desk Team in delighting our members and guests each day. Your ability to communicate and to bring the team together will be mission critical.

• You are a master of inspiring a sense of community and providing personal attention.
• You find immense joy in welcoming individuals who enter the club in a warm and pleasant manner.
• You consistently strive to create a lasting first impression.
• You thrive in creating memorable moments for members and guests.
• You are a relationship builder. You are strong at developing partnerships among your team and bringing people together.
• You are well-engaged in policies and procedures and will be able to communicate them in a positive way to members.
• You are a leader. You can motivate employees to exhibit our values every day.

• Demonstrate sound judgment, professionalism and optimism while directing the work of associates
• Assist with hospitality desk training and holding associates accountable for carrying out defined procedures and behaviors.
• Help members with program registration, payment processing, and scheduling services.
• Handle check-ins, addressing questions and resolving issues appropriately.
• Maintain cleanliness of hospitality desk areas to contribute to an exceptional facility experience.
• Contact housekeeping and maintenance departments when a problem is reported.
• Answer queries regarding club services and facilities
• Implement processes and procedures to ensure consistent delivery of service.
• Perform basic bookkeeping, cashiering, filing, and clerical duties.
• Assist with inventory of product and supplies.

• Availability to work a flexible schedule (including evenings, weekends, and some holidays)
• At least 2 years of supervisory experience in a health club or hospitality environment
• Proven ability to hire, train and lead productive service-minded associates
• Work gracefully and quickly under pressure
• Working knowledge of customer services standards
• Great personality that naturally connect with a wide variety of people
• Keen memory and delightful sense of humor
• Quickly make calculations when handling money
• Highly organized and efficient
• Excellent communication skills

This full-time, 40hr week Rochester based position pays $22.50 per hour.

This job description is intended to describe the general requirements for the position. It is not a complete statement of duties, responsibilities or requirements. Other duties not listed here may be assigned as necessary to ensure the proper operations of the department.

MIDTOWN is an Equal Opportunity Employer.