Front Desk Manager

About The Role

The Front Desk Manager will serve as the face of Banner House at T Bar M, responsible for ensuring a welcoming and efficient experience for all members and guests. This role requires exceptional customer service skills, strong leadership, and the ability to manage day-to-day front desk operations seamlessly. As the first point of contact, the Front Desk Manager plays a pivotal role in shaping the member experience, overseeing reception services, guest inquiries, member communications, and administrative tasks. The ideal candidate will be personable, organized, and proactive, with a passion for delivering top-tier service in a luxury club setting.

What You'll Do

• Member & Guest Engagement:
• • Greet all members and guests with warmth, ensuring a welcoming and high-quality experience from the moment they arrive. 
• Front Desk Operations:
• • Oversee the daily operation of the front desk, ensuring efficient check-ins, guest registrations, phone coverage, and exceptional service standards at all times. 
• Member Communications:
• • Serve as the primary point of contact for member inquiries, feedback, and requests, responding promptly, professionally, and with a solutions-oriented mindset. 
• Club Knowledge & Member Concierge:
• • Maintain expert knowledge of all club programming, wellness offerings, racquet sports, fitness classes, dining experiences, youth activities, private events, and club amenities. Act as a concierge by confidently guiding members to the appropriate services and opportunities. 
• Reservations & Guest Services:
• • Manage reservations and bookings across multiple platforms, including court reservations, wellness appointments, dining reservations through SevenRooms, and other club experiences while ensuring a seamless member journey. 
• CRM & Member Data Management:
• • Utilize Peoplevine CRM to maintain accurate member profiles, document interactions, manage communications, and support membership engagement initiatives. 
• Programming & Event Coordination:
• • Maintain a thorough understanding of the club calendar, special events, tournaments, social programming, and private events to provide accurate information and exceptional member support. 
• Cross-Department Communication:
• • Serve as the communication hub between departments, ensuring the front desk is always informed of operational updates, programming changes, maintenance issues, member concerns, and special events. 
• Leadership Collaboration:
• • Attend weekly leadership meetings, operational planning meetings, and programming meetings to stay informed of upcoming initiatives and ensure front desk operations align with club priorities. 
• Team Leadership:
• • Recruit, train, coach, and schedule front desk team members while establishing service standards and accountability for exceptional member experiences. 
• Problem Resolution:
• • Resolve member concerns, complaints, scheduling conflicts, and service recovery situations with professionalism, discretion, and urgency while escalating issues appropriately. 
• Administrative Support:
• • Provide administrative support to the Managing Director and department leaders, including reporting, member database management, correspondence, and operational documentation. 
• Operational Excellence:
• • Ensure the front desk remains organized, polished, and reflective of Banner House's luxury hospitality standards while continuously identifying opportunities to improve member service and operational efficiency.

Qualifications

• 3+ years of front desk, hospitality, guest services, or customer experience management, preferably in a luxury private club, hotel, resort, or hospitality environment. 
• Proven experience leading, developing, and motivating high-performing guest service teams. 
• Experience with hospitality technology platforms, including reservation systems, CRM platforms, and point-of-sale software. Experience with Peoplevine, SevenRooms, and Club Automation is strongly preferred. 
• Exceptional interpersonal, verbal, and written communication skills with the ability to build meaningful relationships with members and guests. 
• Strong organizational skills with the ability to prioritize multiple projects in a fast-paced environment. 
• Ability to anticipate member needs and deliver a concierge-level hospitality experience. 
• Highly collaborative with the ability to work across multiple departments and communicate operational updates effectively. 
• Demonstrated ability to problem solve independently while exercising sound judgment and professionalism. 
• Comfortable participating in leadership meetings and contributing to operational planning and continuous improvement initiatives. 
• Proficient in Microsoft Office and Google Workspace. 
• Flexibility to work evenings, weekends, holidays, and club events as business needs require. 
• Passion for hospitality and creating memorable member experiences consistent with the Banner House brand.