Hospitality Desk Manager

About the role

We work at Midtown to inspire people to transform their lives—and we do our job well. Our members stay longer than any other major athletic club chain in North America because we are committed to providing resort-like environments, personal attention, and strong communities at every one of our clubs.

Responsibilities

• Actively engage with members and guests at the Hospitality Desk, modeling exceptional service behaviors and reinforcing service standards daily
• Oversee all Hospitality Desk operations, including staffing, scheduling, coverage planning, and day-to-day execution
• Lead monthly Hospitality Desk team meetings and weekly Hospitality Desk leadership meetings
• Recruit, hire, onboard, and manage the performance of Hospitality Desk associates
• Deliver ongoing training and coaching to ensure associates demonstrate confidence, professionalism, and consistency in all member interactions
• Ensure policies, procedures, and service protocols are followed accurately and consistently at the desk
• Serve as the primary point of escalation for member questions or concerns that arise at the Hospitality Desk, resolving issues in a timely and professional manner
• Maintain a visible presence on the floor to support associates, observe interactions, and reinforce expectations in real time
• Partner with club leadership to ensure Hospitality Desk operations align with overall club standards and priorities
• Support operational communication by cascading updates, changes, and reminders to the Hospitality Desk team clearly and consistently

Requirements

• At least 2 years of experience managing and developing a customer-facing team, preferably within a hospitality environment
• Demonstrated success hiring, training, scheduling, and managing front-line teams
• Strong ability to remain calm, professional, and solution-oriented in high-volume or high-pressure situations
• Comfort providing direct feedback and coaching to drive performance improvement
• Strong organizational and time-management skills
• High attention to detail and commitment to service excellence

Benefits

Members of the Midtown team may be eligible to receive:

• Complimentary club membership
• Discounts on Midtown products and services
• Access to hundreds of free courses for professional development
• Health insurance for eligible full-time associates (30+ hours a week)
• And more

Pay

$55,000 - $65,000 based on experience

Schedule

N/A

Skills

N/A

Benefits

N/A

Contact Information

MIDTOWN is an Equal Opportunity Employer.