Hospitality & Front Desk Manager
About The Position
Midtown believes in putting the customer at the center of every interaction. The Hospitality Desk plays a critical role in delivering a consistent, welcoming, and professional first and last impression for members of our premier athletic club and guests staying at our 55-room boutique hotel. The Hospitality & Front Desk Manager is responsible for leading the daily operations of the Hospitality Desk, ensuring service standards are executed consistently, associates are well-trained and supported, and members and hotel guests experience a seamless, high-touch interaction every time they engage with our desk. This role is highly operational and people-focused, with an emphasis on frontline execution, team leadership, and service excellence.
Requirements
- At least 2 years of experience managing and developing a customer-facing team, preferably within a hospitality environment
- Demonstrated success hiring, training, scheduling, and managing front-line teams
- Strong ability to remain calm, professional, and solution-oriented in high-volume or high-pressure situations
- Comfort providing direct feedback and coaching to drive performance improvement
- Strong organizational and time-management skills
- High attention to detail and commitment to service excellence
Responsibilities
- Actively engage with members and guests at the Hospitality Desk, modeling exceptional service behaviors and reinforcing service standards daily
- Oversee all Hospitality Desk operations, including staffing, scheduling, coverage planning, and day-to-day execution
- Lead monthly Hospitality Desk team meetings and weekly Hospitality Desk leadership meetings.
- Recruit, hire, onboard, and manage the performance of Hospitality Desk associates
- Deliver ongoing training and coaching to ensure associates demonstrate confidence, professionalism, and consistency in all member interactions
- Ensure policies, procedures, and service protocols are followed accurately and consistently at the desk
- Serve as the primary point of escalation for member and hotel guest questions or concerns that arise at the Hospitality Desk, resolving issues in a timely and professional manner
- Maintain a visible presence on the floor to support associates, observe interactions, and reinforce expectations in real time
- Partner with club leadership to ensure Hospitality Desk operations align with overall club standards and priorities
- Support operational communication by cascading updates, changes, and reminders to the Hospitality Desk team clearly and consistently
- Manage hotel guest communication channel and assist with event space management when needed
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 (28+ hours a week)
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
