Club Services Manager

Overview:

The Club Services Manager is responsible for implementing, overseeing, and executing an exceptional member experience for all members and guests.

Responsibilities:

• Oversee day-to-day operations of the front desk, ensuring guests and members receive prompt, professional, and personalized service
• Supervise and mentor Member Services Agents and Supervisor, providing training on hospitality standards, club/hotel policies, and operational procedures.
• Develop, implement, and monitor training programs for front desk staff, focusing on skill enhancement, service excellence, and professional growth.
• Conduct regular training sessions and workshops for new hires and existing staff on hospitality best practices, club/hotel policies, and operational procedures.
• Assist in developing SOPs and edit as needed
• Manage room bookings, reservations, check-ins/outs, and provide information about services and amenities offered by the club/hotel
• Address and efficiently resolve any guest or member issues with professionalism and empathy
• Maintain a high level of communication with other departments, including housekeeping and facilities, to ensure guest and member satisfaction
• Coordinate and manage all aspects of group block bookings, including initial inquiry, contract negotiation, room allocation, billing arrangements, and post-stay follow-ups.
• Implement strategies to enhance member satisfaction, operational efficiency, and the seamless handling of group bookings.
• Manage administrative responsibilities, including scheduling, payroll, and maintaining front desk supply inventory.
• Uphold all club/hotel policies and procedures, ensuring the safety and security of members, guests and staff
• Analyze performance metrics and generate reports on front desk operations, guest feedback, and training outcomes to discuss with management
• Stay informed on industry trends to integrate innovative practices in service delivery and operational management continuously

Qualifications:

• A bachelor’s degree in hospitality management or work experience equivalent
• Proven track record as a Front Desk Manager or similar role in a hospitality setting, with extensive experience in group block bookings and staff training and development
• Exceptional leadership skills with a proven track record of managing and motivating a high-performing front-desk team
• Comprehensive knowledge of front desk operations, including reservations, guest services, and group booking coordination
• Excellent communication and interpersonal skills, with the ability to interact with members, guests, and team members at all levels
• Proficiency in hotel management software, preferably Opera Cloud and Google Workspace
• Ability to manage multiple tasks simultaneously in a busy environment.
• Flexibility to work in shifts, including weekends and holidays, as needed
• Ability to stand for long periods of time, lift up to 30 lbs