Hospitality Lead

About the role

The Hospitality Lead plays a crucial role in ensuring a positive experience for members and guests at Midtown. Our strategy revolves around customer experience, and our members serve as our primary marketing force. However, maintaining focus in a fast-paced environment requires dedication.

Responsibilities

• Develop, direct, and lead the Hospitality Team to delight members and guests daily.
• Communicate effectively and foster a sense of community among the team.
• Create memorable moments for members and guests through personal attention and relationships.
• Ensure adherence to policies and procedures by communicating them positively to members.
• Motivate team members to embody our values every day.
• Provide support during front desk training, hold associates accountable for procedures and behaviors, assist with program registration, payment processing, and scheduling services.
• Handle check-ins, address inquiries, and resolve issues promptly.
• Maintain cleanliness of front desk areas to enhance the overall facility experience.
• Contact housekeeping and maintenance departments for reported problems.
• Implement processes and procedures to ensure consistent service delivery.
• Perform basic bookkeeping, cashiering, filing, and clerical duties.
• Aid in inventory management of products and supplies.

Requirements

• Flexible availability to work evenings, weekends, and some holidays.
• At least 2 years of supervisory experience in a health club or hospitality setting.
• Proven ability to hire, train, and lead a productive team of service-minded associates.
• Ability to work under pressure and handle multiple tasks efficiently.
• Strong working knowledge of customer service standards.
• Natural connection with a wide variety of people and a great personality.
• Sharp memory and a delightful sense of humor.
• Quickly perform calculations when handling money.
• Highly organized and efficient.
• Exceptional communication skills.