What are the responsibilities and job description for the Early AM -Manager on Duty position at Silverlake The Family Place?
Description
Front Desk / Early AM / MOD
Member Service Leadership
The Front Desk / Early AM / MOD is the first point of contact for all members and guests during the early morning shift. This role includes typical front desk duties, but with the added responsibility of overseeing operations as the Manager on Duty (MOD). The individual ensures a smooth, welcoming, and secure start to each day, supporting staff, responding to guest needs, and addressing any operational concerns that arise.
Basic Function:
Provide exceptional guest service, ensure facility readiness, and act as the primary leader on site during early hours.
Responsibilities:
- Greet all members and guests with a warm and friendly smile to create a positive first impression.
- Open the facility on time and ensure all areas are clean, operational, and ready for members.
- Act as Manager on Duty (MOD) — oversee staff, assist with issues, and ensure a safe, welcoming environment.
- Handle all front desk transactions including check-ins, registrations, and payments accurately via POS system.
- Monitor and maintain facility safety and guest security.
- Proactively solve member concerns and elevate issues to upper management when necessary.
- Maintain a calm, professional presence when responding to emergency situations or guest conflicts.
- Support early morning program check-ins (e.g., swim, fitness, childcare).
- Provide tours to prospective members and recommend programs or promotions.
- Answer multi-line phones, take messages, and provide general information.
- Assist with supply tracking and communication for restocking needs.
- Ensure the lobby and entry areas are neat, organized, and inviting.
- Deliver enthusiastic, personalized service using your authentic personality and “signature move.”
- Look for opportunities to create surprise-and-delight moments for members.
- Perform additional duties as needed to support the Member Service Director.
Position Reports To:
Member Service Director
Requirements
Skills:
- 5am availability
- Strong communication and leadership
- Reliable, self-starting attitude
- Problem-solving and decision-making under pressure
- POS and computer literacy
- Professionalism and friendliness
- Organization and time management
- Ability to multitask and work independently
Experience:
Customer service and/or supervisory experience preferred. Early morning availability required.
