Hospitality Desk Lead
About The Position
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. This is a full-time role, based in Rochester, New York. 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.
Requirements
- 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
- Highly organized and efficient
- Excellent communication skills
Nice To Haves
- 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.
Responsibilities
- 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.
Benefits
- Complimentary club membership
- Discounts on Midtown products and services
- Access to hundreds of free courses for professional development
- Health insurance for eligible full-time associates (30+ hours a week)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
