Front Desk/Customer Experience Associate

About the role

The Customer Experience Associate is the first point of contact for members, guests, and visitors. This role is responsible for providing exceptional service, ensuring smooth daily operations, and supporting the administrative and retail functions of the facility.

Responsibilities

• Greet and check in members and guests with a warm, professional demeanor
• Verify memberships, waivers, and guest passes
• Respond to general inquiries and direct guests to the appropriate staff
• Confirm court reservations and assist members with scheduling needs
• Reserve courts, clinics, and lessons for members and guests
• Manage cancellations and no-shows in accordance with facility policies
• Confirm next-day lessons or events as needed
• Answer incoming calls, texts, and emails promptly and courteously
• Routinely route messages to the appropriate staff or coaches
• Send confirmations, reminders, and schedule updates through Club Automation
• Distribute weather alerts or operational updates when required
• Process pro shop sales, drop-in fees, and event payments
• Restock retail and front-of-house items and assist with light inventory counts
• Assist with check-in, logistics, and on-site support during events or tournaments
• Collaborate with the events team to ensure smooth and professional operations
• Maintain a clean, organized, and welcoming lobby environment
• Monitor towel stock, restrooms, and front-of-house cleanliness
• Receive and log deliveries appropriately
• Report maintenance or facility concerns promptly
• Use Club Automation for member check-ins, billing, and reservations
• Operate POS systems, phones, and printers confidently
• Perform basic troubleshooting when needed

Qualifications

• At least 1 year of experience in customer service, hospitality, or front desk operations preferred
• Strong communication and interpersonal skills
• Efficiency using technology and point-of-sale systems
• Reliable, punctual, and able to work independently or as part of a team
• Flexible schedule - Availability for evening, weekend, or event shifts as needed
• Must have reliable transportation and a valid Driver’s License
• Ability to communicate in English is required
• Adequate completion of pre-employment background screening is required

Benefits

Farm and Forge offers comprehensive benefits that support our team's health and well-being. These include:

• 401(k) Plan with Company Match
• Ongoing Training and Development
• Team Outings