Manager of Hospitality Services

Job Title: Manager of Hospitality Services Job Purpose The Manager of Hospitality Services will assess the Club’s customer service performance and will identify and implement processes that will drive continuous improvement in providing genuine hospitality to our members and guests He or she will administer the Hospitality Supervisor Program (MOD), oversee the management of the Medallia Survey Response System, Club Suggestion Form Program and manage housekeeping by implementing procedures and concepts to achieve optimum cleanliness Assist the General Manager in daily operations, report generation and administrative tasks The ideal candidate will demonstrate a sense of community and teamwork, oversee support staff and set an exemplary standard of hospitality in keeping with our brand   Operations Manage the Hospitality Supervisor Program (MOD) program Hire, train, develop and discipline MODs Participate in the Manager on Duty program by performing the responsibilities of a Hospitality Supervisor Schedule and onboard new team members to the MOD program Implement, coordinate, and enforce systems, policies, and procedures of the MOD program Review daily MOD reports for member follow-up Process all accident and incident reports to completion for General review Respond to member surveys as a Medallia Team leader and identify opportunities to implement action plans for overall member experience improvement Manage Medallia Responses/actions and report at manager’s meetings on a regular basis to assist in training, developing and troubleshooting emerging topics Identify, train and onboard new Medallia users to the team.   Initiate, coordinate and process club suggestion form responses Collaborate with Housekeeping management and staff for optimal club presentation Collaborate with Accounting/Housekeeping on ordering and inventory of needed cleaning supplies on a regular basis Review, correct, train and report on housekeeping and cleanliness standards throughout the club via communications with housekeeping management and staff, walk-throughs, Medallia metrics, and general daily feedback in MOD reports Administer the Lost and Found program in assisting members locating their lost belongings Assist General Manager in coordination of meetings and help prepare materials and aid in note taking Perform administrative, office and clerical duties for the General Manager Perform other duties as assigned Strategy and Communication Possess creative problem-solving skills, attention to detail and the ability to prioritize, organize and respond quickly to changing requirements Foster a culture of continuous improvement of the member experience Pay attention to details in organizing the planning of MOD Training and program implementation/scheduling Assemble and analyze critical information to recommend actions to improve member experience, general club housekeeping and maintenance   Professional and Technical Knowledge Ongoing Club Fit Training in 1Huddle Professional Certification: CPR/ AED First Aid Other At least 5 years of management experience Professional appearance and demeanor Excellent communication skills, verbal and written Exceptional attention to detail Highly productive with minimal supervision Strong computer and internet skills, including Microsoft Office suite Excellent telephone skills  Teamwork Accomplish related results as needed; work on special projects and seek additional responsibilities Identify and respond to concerns and ensure effective communications with members and team members to demonstrate that we care about their well-being Respond to Member feedback via Medallia, Suggestion forms, and MOD reports as needed Participate in the Manager on Duty program by performing the responsibilities of a Hospitality Supervisor  Participate in internal and external community events with focus on promoting Club Fit programs and services Attend manager meetings, weekly GM meetings, and Member Experience Huddles Interact and work with staff at all levels in the club Job Requirements Ability to: Sit for extended periods of time. Stand and walk around for extended periods of time when acting in role of Hospitality Supervisor Lift 25 lbs. Understand and communicate both verbally and written in English Follow job related directions Think independently and suggest effective solutions to potential challenges Work a flexible schedule as required by business needs Understand and comply with all company safety policies and their requirements Reporting Structure Direct Line to General Manager   Pay Range $68,500 - $73,500

Salary : $68,500 - $73,500