Club Reception Manager

What is the role?

The Ned and Ned’s Club are a global collection of hotels, clubs, spas, and restaurants for like-minded individuals to meet, work, and have a good time. The property at Ned’s Club Washington DC is a members' club set over three floors of a neoclassical style building situated within President's Park at 734 15th Street NW. The Riggs Building sits opposite the US Treasury and was constructed in 1930. The 12-store building is located around the corner from the White House and sits above the Milken Center for Advancing the American Dream, formerly the historic Riggs Bank Corcoran branch. The Club has a Rooftop Terrace and Loft Restaurant with views overlooking the White House, US Treasury, and Washington Monument, plus a Founder’s Dining Room, The Library, Drawing Room, Gallery, and Conservatory. On level nine, there is a self-contained floor of private event spaces.

Reporting into

Reporting into the Head of Membership and leading the Club reception operation you will:

• Be the “face” and guardian of outstanding hospitality at Ned’s Club, setting the tone and style for how the team assists with questions or complaints and delivers memorable experiences every time a member needs a solution
• Train and motivate a team of Club receptionists who have the skills and confidence to guide the day-to-day experience of our members coming and leaving the Club
• Manage the Club reception team and support scheduling, training, payroll and benefits for the team
• Uphold team accountability by setting clear performance expectations, providing real-time coaching and addressing service gaps promptly
• Collaborate with all other relevant departments to provide a seamless experience for every member and guest
• Assist with supporting VIP arrivals and funneling pertinent member information to the proper departments in anticipation of our member and guest needs
• Develop meaningful relationships with members, proactively gathering insight into their preferences
• Continue to elevate our arrival and departure experience, uphold and assist in enforcing our Club rules with our members and their guests
• Actively collect and document member feedback, ensuring escalation where necessary
• Investigate and resolve member concerns with urgency and discretion, identifying root causes and implementing systems to prevent recurrence
• Monitor arrival and departure patterns to proactively identify seasonal changes in scheduling

What you can bring to the role:

• Experience managing a team and supervising people in a hospitality environment
• Bright written and verbal communication skills
• Previous hotel or reception experience with a proven track record of delivering outstanding guest experiences and people engagement preferred
• An organized and detailed manner is non-negotiable, able to manage multiple priorities and a busy operation at the same time
• A calm demeanor and a genuine passion for providing guests with exceptional hospitality is essential
• A flexible schedule, able to work evenings, late nights, weekends and holidays when needed

What The Ned can give you:

• Salary of up to $80,000/year
• Medical, Dental, Vision, Company Paid Life, STD, LTD Insurance
• Complimentary meals in our employee cafeteria
• Exciting learning and development programs to help progress your career
• Exclusive rates with our hotels for stays and dining, exclusive rates for your family and friends for hotel stays
• Paid time off
• 401k matching
• Employee assistance program – advice and support
• Reward and recognition initiatives