Hospitality Front Desk Lead

About the Role

Midtown is looking for a Hospitality Lead who will play a key role in creating a positive experience in every interaction with members and guests. Midtown believes in putting the customer at the center of every decision. Customer Experience is our strategy, and our members are our marketers. As the Hospitality Lead, you will develop, direct, and lead our Hospitality Team in delighting members and guests daily in a fast-paced and dynamic health club environment.

Night Auditor Coverage (as needed):

• Provide overnight coverage for scheduled absences
• Oversee hotel operations during overnight hours while club operations are closed
• Manage late check-ins, guest inquiries, and hospitality desk responsibilities
• Ensure accuracy in nightly reporting and operational continuity

You Will Love This Job If

• You are a master of inspiring a sense of community and providing personal attention
• You find immense joy in welcoming individuals in a warm and pleasant manner
• You consistently strive to create a lasting first impression
• You thrive in creating memorable moments for members and guests
• You are a relationship builder and strong at developing partnerships among your team
• You are well-engaged in policies and procedures and can communicate them positively
• You are a leader who can motivate employees to exhibit our values every day

Responsibilities

• Demonstrate sound judgment, professionalism, and optimism while directing the work of associates
• Assist with front desk training and hold associates accountable for defined procedures and behaviors
• Help members with program registration, payment processing, and scheduling services
• Handle check-ins, address questions, and resolve issues appropriately
• Maintain cleanliness of front desk areas to contribute to an exceptional facility experience
• Contact housekeeping and maintenance departments when a problem is reported
• Answer queries regarding club services and facilities
• Implement processes and procedures to ensure consistent delivery of service
• Perform basic bookkeeping, cashiering, filing, and clerical duties
• Assist with inventory of product and supplies

Requirements

• Availability to work a flexible schedule (including evenings, weekends, and some holidays)
• At least 2 years of supervisory experience in a health club or hospitality environment
• Proven ability to hire, train, and lead productive service-minded associates
• Ability to work gracefully and quickly under pressure
• Working knowledge of customer service standards
• Excellent communication skills

Qualifications

• Great personality that naturally connects with a wide variety of people
• Keen memory and delightful sense of humor
• Ability to quickly make calculations when handling money
• Highly organized and efficient

Pay

Hourly rate: $25-$27