Front Desk Supervisor

CHILTON CLUB

FRONT DESK SUPERVISOR

The Chilton Club is a private social Club in the Back Bay of Boston. Founded in 1910 by ten prominent women from Boston and named after Mary Chilton who is believed to be the first woman to step off the Mayflower. With 800 members, a beautiful Clubhouse, thoughtfully appointed overnight sleeping rooms, private event spaces, and a beautiful dining room, the Chilton Club is rich in history and tradition. 

CANDIDATE QUALIFICATIONS

THE SUCCESSFUL CANDIDATE:

Possesses skills in professionalism, gracious hospitality, and has an outgoing and pleasant disposition.

Has an exceptionally strong service minded culture about them.

Is an effective and passionate professional with a desire to provide high-level services with a personality that is commensurately appropriate to the Chilton Club.

Ability to remain professional and courteous at all times.

Be able to work independently while communicating effectively with other team members.

Has strong communications skills both written and oral. Welcomes feedback, constructive criticism, and suggestions from members and guests and communicates that information to the appropriate manager or department head.

Is confident and proactive, has a desire to be a part of a team.

They are also teachable. Understanding that they can learn from every team member (front of house and back of house staff alike).

Has solid computer skills including but not limited to Microsoft Outlook, Word, and Excel. This position also requires additional technical skills to use and manage Club Essentials Software and back-office website.

Previous private club and/or luxury hotel experience is required.

CHILTON CLUB CLUBHOUSE OPERATIONS

A 45,000 square-foot clubhouse offers members and their guests dining and gathering spaces on multiple floors. The Chilton Club features a beautiful a la carte dining room which serves breakfast, lunch, and dinner, 9 private dining rooms, and 13 overnight guest rooms. 

We offer room service and afternoon tea, in addition to a la carte offerings for our members to enjoy at home for the large holidays.

With over 100-member events annually, the Chilton Club offers something for everyone. From the twice weekly lectures on topics ranging from art to politics, classes and lessons in bridge, French language, art, and needlepoint, not to mention the member socials, family friendly events, theme nights, and wine dinners.

Members and visitors can also host private parties at the Chilton Club. From intimate dinners to galas and weddings, we can transform our spaces to host up to 300 people.

BASIC FUNCTION

The Front Desk Supervisor oversees the Front Desk while supporting the management team in providing leadership at the Front Desk. This role assists members and guests with various needs and requests they may have during their visit to the Club while providing exceptional service. A high standard of appearance and excellent interpersonal skills are expected.

JOB DESCRIPTION

The Front Desk Supervisor reports directly to the Clubhouse Manager. Together they ensure that member and guest service is up to the Chilton standard. Member service is our highest priority. Proper communication within the department as well as interdepartmentally is necessary and expected.

Responsibilities and Authorities

•        Provides impeccable guest service and is a role model for delivering exceptional member and guest experiences.

•        As the initial contact of most members on a scheduled shift, greet members by name, learn the names of the unfamiliar members; be available and useful to members and guests; always be courteous, kind, helpful, and respectful toward members and guests, ensuring every effort is made to provide their wants and needs.

•        Resolve member, guest, and visitor complaints quickly, efficiently, and graciously. Communicates with management.

•        Oversee, supervise, and schedule the Front Office team of 6 others plus oneself.

•        Ensures front desk coverage for all shifts, (7:00 AM – 3:00 PM | 3:00 PM – 11:00 PM | 11:00 PM – 7:00 AM), including weekends and holidays.

•        Weekly schedule generally consists of the following shifts:

o  Monday – Friday 7:00 AM – 3:00 PM (Or can switch hours to 3:00 PM - 11:00 PM if desired)

o  Covering other shifts as needed

•        Trains, cross trains, and re-trains all Front Desk personnel.

•        Aides in the development of and implements front office standard operating procedures in conjunction with the Clubhouse Manager.

•        Ensure member, guest, and visitor satisfaction, and proper completion of tasks at the Front Desk.

•        Establish and maintain relationships and effective communication with other Club departments and department heads.

•        Maintain and verify accurate room status information.

•        Reviews daily shift reports.

•        Conducts periodic meetings with Front Desk team.

•        Accepts, receives, and routes packages as well as incoming and outgoing mail and telephone messages.

•        Inform Facilities Manager and Clubhouse Manager of any maintenance or housekeeping issues.

•        Ensures security cameras are being monitored at the Front Desk.

•        Permits admittance only to members, guests, event attendees, vendors, and staff.

•        Alerts management when potential issues arise.

•        Ensures exterior doors remain secure.

•        Greeting Club members and guests in a warm and congenial manner.

•        Acts as the switchboard operator for most incoming calls and some outgoing calls.

•        Overnight Room Check-ins and check-outs

•        Making reservations for overnight rooms, dining, and social events

•        May be required to take room service orders, including but not limited to breakfast, lunch, afternoon tea, beverages, snacks, and dinner. 

•        Accepting orders for take-away offerings to include large holidays and throughout the year.

•        Acting as a bell person when a member or guest requires assistance with luggage.

•        Acting as a concierge by providing information about area activities as requested and assisting with museum reservations.

•        Assists with the coordination of Reciprocal Club reservations and requests for Chilton Members.

•        Acts as desk clerk, registering overnight guests, handing out room keys, registering reciprocal club members and sponsored guests.

•        Acts as receptionist, answering inquiries from members and guests coming into the Club, providing information regarding club activities, locations of facilities, and other miscellaneous information. 

•        Assistance with member requests such as arranging taxis, Ubers or Lyfts, and billing.

•        Overseeing Chilton Club merchandise sales and billing.

•        Aides with handicap entrance assistance.

•        Handles information pertaining to guest rooms, reservations, room descriptions, prices, and room changes.

•        Maintains information relative to all in-house members/guests.

•        Acts as reservation clerk for dining room reservations and Club Event registrations.

•        Oversees the accuracy and maintenance of the petty cash box.

•        Assists with the maintenance of event reservations on the Club’s website. 

•        Receives member payments.

•        Answers member questions about the website.

•        Oversees ordering of office supplies.

•        Ensures that member satisfaction standards are consistently attained or exceeded.

•        Coordinates any special requests.

•        Good organizational, multi-tasking, and follow-through skills.

•        Excellent communication skills are required with management, team, and membership.

•        Completes monthly reports for the General Manager

•        Maintains order and cleanliness at the Front Desk.

•        Completes other appropriate assignments made by department heads and managers.

•        Performs other duties as required. 

PHYSICAL DEMANDS and WORK ENVIRONMENT:

•        Required to sit for long periods.

•        May need to walk, climb stairs, balance, stoop, kneel, crouch, bend, stretch, and twist or reach.

•        Push, pull, or lift up to 50 pounds.

•        Must be able to see the computer screen, paperwork, and other forms or files.

•        Continuous repetitive motions.

REQUIREMENTS

Minimum of a high school diploma or GED is required.

Hospitality degree preferred.

Has a minimum of two years of front desk experience at a comparable-sized club or luxury hotel.

OTHER BENEFITS

•        The salary is $30.00 per hour.

•        Medical and Dental Insurance

•        401 K

•        Paid Holidays, vacation, and sick time

•        The Chilton Club is open 11 months per year, and generally closes in the month of August for annual maintenance.

APPLYNG

Please send your resume and cover letter to e.glover@chiltonclub.org