Front Desk Supervisor

JTCC is looking for a Front Desk Supervisor to join the team! The Front Desk Supervisor will run the day-to-day operations of our Front Desk and Pro Shop. This person is the face of JTCC for every member, customer, and visitor who walks through the door, and the one making sure the team behind the desk is scheduled, trained, and set up to deliver a great experience every single day.

• Own day-to-day running of the Front Desk, including opening and closing procedures
• Manage a team of 6 to 8 Front Desk staff, including hiring, training, and performance management
• Build and maintain staff schedules to cover all operating hours, 7 days a week
• Manage and approve staff timesheets
• Establish protocol for answering phones and email inquires, ensuring Front Desk staff are knowledgeable about products and services, and responding in a timely fashion based on establised SLAs
• Be the first point of contact for members and customer issues, resolving them or escalating where needed
• Manage day to day Pro Shop operations, including sales of footwear, apparel, tennis
• equipment, and tennis balls
• Oversee stock control for the Pro Shop and Snack Shop, including snacks and drinks
• Place orders as needed to keep the Pro Shop and Snack Shop stocked
• Track sales and basic reporting for both shops

• Set the tone for a welcoming, professional, and responsive Front Desk experience
• Train staff on customer service standards and hold the team accountable to them
• Identify and fix recurring pain points in the member and visitor experience

• Experience managing a customer-facing team, ideally in a retail, hospitality, or club
• Strong scheduling and organizational skills
• Comfortable with retail operations: inventory, point of sale, basic stock management
• Clear communicator who can train and hold a team accountable
• Available to work a schedule that includes weekends and evenings
• Comes in with a hospitality mindset, recognizing that the Front Desk sets the tone
• for everything we do at JTCC and is, in most cases, the first point of contact. We
• need someone who will drive a culture of hospitality
• Tennis industry experience is a plus but not required

This role is based and located at our College Park, MD facilities. This role is fully onsite.

This salary range for this role is $55,000 - $65,000. The actual salary offered may vary depending on job-related factors including candidate qualifications, experience, education, skills and internal equity.