Hospitality & Front Desk Manager

Midtown Athletic Clubs•Chicago, IL

9d•Onsite

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