Front Desk Experience Manager
Zero Bond
Job Description
The Role:
The Front Desk Experience Manager is the first point of contact for members and guests, ensuring a seamless, welcoming, and professional arrival experience. This role oversees member check-ins, reservations, and all points of club reception contact while maintaining the highest standards of hospitality. As the Front Desk Experience Manager, your role is to be personable and proactive, with a deep understanding of luxury hospitality and private club environments.
Additionally, this role is responsible for training and enforcing Standard Operating Procedures to ensure the front desk team delivers a consistently professional guest experience.
Responsibilities:
Member & Guest Experience:
- Provide a warm, personalized welcome to each member while ensuring a smooth check-in process.
- Maintain an up-to-date knowledge of members, VIPs, and high-profile guests to provide personalized service.
- Ensure a smooth and organized entry experience, managing guest lists and arrivals efficiently.
- Communicate club policies, event details, and reservation confirmations to members.
- Oversee all points of club reception contact with members, ensuring seamless interactions across all touchpoints.
Team Training & SOP Management:
- Develop, implement, and train all Standard Operating Procedures (SOPs) for club reception and member experience relations.
- Ensure the club reception team maintains the highest level of professionalism and hospitality in every guest interaction.
- Conduct regular training sessions to uphold service excellence and operational efficiency.
- Provide ongoing coaching and support to club reception.
Reservations, Communication & Coordination:
- Oversee reservation management, coordinating closely with the restaurant and events teams.
- Maintain a keen awareness of restaurant levels, adjusting seating flow accordingly.
- Work closely with the membership team to ensure seamless member approvals and club access.
- Communicate member feedback to the operations and membership teams, ensuring a proactive approach to service improvements.
Operations & Administration:
- Manage phone and email inquiries, responding promptly and professionally.
- Ensure all front desk systems and software are up to date.
- Handle member issues or concerns with discretion and problem-solving with operations and membership team
- Act as the liaison between the front desk, membership, and operations team.
Qualifications & Experience:
- 2+ years of experience in a hospitality or private club environment, with Maitre’D, front desk or guest services experience preferred.
- Strong interpersonal skills, with the ability to engage with high-profile members and guests professionally.
- Experience with reservation management systems (e.g., SevenRooms, Resy, OpenTable) is a plus.
- Exceptional attention to detail, multitasking ability, and a service-first mindset.
- Ability to handle high-pressure situations with composure and problem-solving skills.
- Availability to work flexible hours, including evenings, weekends, and holidays.