Front Desk Manager

Front Desk Experience Manager

Job Description

Responsible to:

General Manager

The Role:

The Front Desk 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 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 (SOPs) to ensure the front desk team delivers a consistently professional guest experience.

Responsibilities:

Member & Guest Experience:

• Greet and check in members and their guests with warmth and professionalism.
• 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:

• 3 years of experience in a hospitality or private club environment, with 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.
  
  

Note: This job description is not intended to be a contract for employment, and the employer reserves the right to make any necessary revisions to the job description at any time.

More detail about Zero Bond part of BOND Hospitality, please visit https://culinaryagents.com/entities/273645-Zero-Bond-