The Club Services Manager is responsible for implementing, overseeing, and executing an exceptional member experience for all members and guests.
Responsibilities:
Oversee day-to-day operations of the front desk, ensuring guests and members receive prompt, professional, and personalized service
Supervise and mentor Member Services Agents and Supervisor, providing training on hospitality standards, club/hotel policies, and operational procedures.
Develop, implement, and monitor training programs for front desk staff, focusing on skill enhancement, service excellence, and professional growth.
Conduct regular training sessions and workshops for new hires and existing staff on hospitality best practices, club/hotel policies, and operational procedures.
Assist in developing SOPs and edit as needed
Manage room bookings, reservations, check-ins/outs, and provide information about services and amenities offered by the club/hotel
Address and efficiently resolve any guest or member issues with professionalism and empathy
Maintain a high level of communication with other departments, including housekeeping and facilities, to ensure guest and member satisfaction
Coordinate and manage all aspects of group block bookings, including initial inquiry, contract negotiation, room allocation, billing arrangements, and post-stay follow-ups.
Implement strategies to enhance member satisfaction, operational efficiency, and the seamless handling of group bookings.
Manage administrative responsibilities, including scheduling, payroll, and maintaining front desk supply inventory.
Uphold all club/hotel policies and procedures, ensuring the safety and security of members, guests and staff
Analyze performance metrics and generate reports on front desk operations, guest feedback, and training outcomes to discuss with management
Stay informed on industry trends to integrate innovative practices in service delivery and operational management continuously
Qualifications:
A bachelor's degree in hospitality management or work experience equivalent
Proven track record as a Front Desk Manager or similar role in a hospitality setting, with extensive experience in group block bookings and staff training and development
Exceptional leadership skills with a proven track record of managing and motivating a high-performing front-desk team
Comprehensive knowledge of front desk operations, including reservations, guest services, and group booking coordination
Excellent communication and interpersonal skills, with the ability to interact with members, guests, and team members at all levels
Proficiency in hotel management software, preferably Opera Cloud and Google Workspace
Ability to manage multiple tasks simultaneously in a busy environment.
Flexibility to work in shifts, including weekends and holidays, as needed
Ability to stand for long periods of time, lift up to 30 lbs