Front Desk Manager

Banner House at T Bar M • Dallas, TX

4d • Onsite

About The Position

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.

Requirements

• 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.
• 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.

Nice To Haves

• Experience with Peoplevine, SevenRooms, and Club Automation is strongly preferred.

Responsibilities

• Greet all members and guests with warmth, ensuring a welcoming and high-quality experience from the moment they arrive.
• Oversee the daily operation of the front desk, ensuring efficient check-ins, guest registrations, phone coverage, and exceptional service standards at all times.
• Serve as the primary point of contact for member inquiries, feedback, and requests, responding promptly, professionally, and with a solutions-oriented mindset.
• 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.
• 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.
• Utilize Peoplevine CRM to maintain accurate member profiles, document interactions, manage communications, and support membership engagement initiatives.
• Maintain a thorough understanding of the club calendar, special events, tournaments, social programming, and private events to provide accurate information and exceptional member support.
• 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.
• 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.
• Recruit, train, coach, and schedule front desk team members while establishing service standards and accountability for exceptional member experiences.
• Resolve member concerns, complaints, scheduling conflicts, and service recovery situations with professionalism, discretion, and urgency while escalating issues appropriately.
• Provide administrative support to the Managing Director and department leaders, including reporting, member database management, correspondence, and operational documentation.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed