Hospitality Manager

The Fitness Equation • Ashburn, VA

22h

About The Position

The Fitness Equation is seeking a professional, performance-driven Hospitality Manager to lead front desk operations and deliver an exceptional member and guest experience. The Hospitality Manager serves as a welcoming presence in the club and ensures members, guests, and staff receive friendly, professional, attentive service. The role oversees daily hospitality operations, manages and develops front desk staff, maintains effective opening and closing procedures, and ensures the front desk, lobby, exercise floor, and club amenities are clean, organized, and ready for use.

The Hospitality Manager works with TFE management and other departments to support club operations, communicate company policies and initiatives, resolve member concerns, and maintain high customer-service standards. The ideal candidate has strong leadership, communication, organizational, multitasking, and problem-solving skills, and is passionate about fitness, hospitality, and creating a positive club environment.

Requirements

• High school diploma or GED.
• Strong verbal and written communication skills and the ability to interact professionally with members, guests, and staff.
• Excellent customer service, organizational, multitasking, and problem-solving skills.
• Ability to manage competing priorities, maintain front desk efficiency, and lead staff during peak and slower operating periods.
• Professionalism, sound judgment, and composure when addressing member concerns and operational challenges.
• Strong leadership, interpersonal, and team-building skills.

Nice To Haves

• Bachelor's degree in recreation, fitness, business, hospitality, or a related field.
• Previous experience in the fitness, health club, hospitality, or customer service industry.
• Previous experience supervising, hiring, training, or scheduling staff.
• CPR and First Aid certifications.
• Genuine interest in and passion for fitness, wellness, and member engagement.

Responsibilities

• Deliver friendly, enthusiastic, and professional service to members, guests, and staff, building positive relationships and anticipating member needs.
• Oversee member and guest check-in, verify membership access, and consistently enforce club access policies.
• Answer and route telephone calls, emails, and other inquiries; take messages and communicate information accurately and professionally.
• Welcome and direct interviewees, business partners, visitors, and guests according to company protocols.
• Keep members informed about club events, promotions, services, and announcements.
• Oversee distribution and sale of authorized front desk products and services, including towel service, beverages, apparel, and other point-of-sale items.
• Assist with member billing updates and other authorized membership transactions in coordination with TFE management.
• Address and resolve member and guest concerns professionally, document issues according to club policy, and escalate matters when necessary.
• Ensure safety concerns are addressed promptly and according to company policies and procedures.
• Oversee daily front desk operations and maintain an organized, efficient, professional environment during peak and slower periods.
• Recruit, hire, train, schedule, and supervise front desk staff to maintain appropriate coverage, punctuality, and service standards.
• Ensure the club opens and closes on time through effective staff schedules and operating procedures.
• Train and coach staff on customer service, front desk procedures, authorized sales, member check-in, and company policies.
• Monitor staff performance, provide feedback, and promote accountability, teamwork, and professional development.
• Complete and submit front desk staff timesheets and payroll documentation accurately and on time.
• Communicate company goals, policies, procedures, promotions, and operational updates to front desk staff.
• Maintain communication channels, including phone, email, and text contact lists, to coordinate front desk staff and other departments.
• Coordinate with Membership, Training, Kidz Gym, Group Exercise, and other departments to direct members and guests to appropriate resources.
• Work with TFE management to improve service delivery, maintain operational consistency, and support club performance.
• Maintain a clean, organized, professional front desk and lobby.
• Monitor the cleanliness, organization, and readiness of the exercise floor, fitness equipment, and club facilities.
• Identify and report facility maintenance needs, cleanliness concerns, and equipment issues to appropriate personnel.
• Help ensure members and guests understand and follow club policies in fitness areas and amenities.
• Oversee readiness and appropriate use of basketball, volleyball, and rock climbing areas during family time, open play, leagues, and general use.
• Maintain front desk supplies, towels, and other member-facing amenities.
• Support a safe, welcoming, and well-maintained club environment that reflects TFE service standards.

Benefits

• Competitive compensation and benefits.
• Complimentary membership with employment.
• Eligible staff may receive up to $500 per year toward educational expenses through TFE's educational assistance program.
• Opportunities for professional development and career advancement based on performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED