Front Desk Manager

United States·Dallasmid

OtherFront Desk Manager

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Quick Summary

Key Responsibilities

Greet all members and guests with warmth, ensuring a welcoming and high-quality experience from the moment they arrive. Front Desk Operations: Oversee the daily operation of the front desk,

Technical Tools

OtherFront Desk Manager

About the Role

~1 min read

Responsibilities

~2 min read

→Member & Guest Engagement:
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- →Greet all members and guests with warmth, ensuring a welcoming and high-quality experience from the moment they arrive.
→Front Desk Operations:
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- →Oversee the daily operation of the front desk, ensuring efficient check-ins, guest registrations, phone coverage, and exceptional service standards at all times.
→Member Communications:
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- →Serve as the primary point of contact for member inquiries, feedback, and requests, responding promptly, professionally, and with a solutions-oriented mindset.
→Club Knowledge & Member Concierge:
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- →Maintain expert knowledge of all club programming, wellness offerings, racquet sports, fitness classes, dining experiences, youth activities, private events, and club amenities. Act as a concierge by confidently guiding members to the appropriate services and opportunities.
→Reservations & Guest Services:
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- →Manage reservations and bookings across multiple platforms, including court reservations, wellness appointments, dining reservations through SevenRooms, and other club experiences while ensuring a seamless member journey.
→CRM & Member Data Management:
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- →Utilize Peoplevine CRM to maintain accurate member profiles, document interactions, manage communications, and support membership engagement initiatives.
→Programming & Event Coordination:
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- →Maintain a thorough understanding of the club calendar, special events, tournaments, social programming, and private events to provide accurate information and exceptional member support.
→Cross-Department Communication:
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- →Serve as the communication hub between departments, ensuring the front desk is always informed of operational updates, programming changes, maintenance issues, member concerns, and special events.
→Leadership Collaboration:
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- →Attend weekly leadership meetings, operational planning meetings, and programming meetings to stay informed of upcoming initiatives and ensure front desk operations align with club priorities.
→Team Leadership:
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- →Recruit, train, coach, and schedule front desk team members while establishing service standards and accountability for exceptional member experiences.
→Problem Resolution:
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- →Resolve member concerns, complaints, scheduling conflicts, and service recovery situations with professionalism, discretion, and urgency while escalating issues appropriately.
→Administrative Support:
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- →Provide administrative support to the Managing Director and department leaders, including reporting, member database management, correspondence, and operational documentation.
→Operational Excellence:
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- →Ensure the front desk remains organized, polished, and reflective of Banner House's luxury hospitality standards while continuously identifying opportunities to improve member service and operational efficiency.

Requirements

~1 min read

3+ years of front desk, hospitality, guest services, or customer experience management, preferably in a luxury private club, hotel, resort, or hospitality environment.
Proven experience leading, developing, and motivating high-performing guest service teams.
Experience with hospitality technology platforms, including reservation systems, CRM platforms, and point-of-sale software. Experience with Peoplevine, SevenRooms, and Club Automation is strongly preferred.
Exceptional interpersonal, verbal, and written communication skills with the ability to build meaningful relationships with members and guests.
Strong organizational skills with the ability to prioritize multiple projects in a fast-paced environment.
Ability to anticipate member needs and deliver a concierge-level hospitality experience.
Highly collaborative with the ability to work across multiple departments and communicate operational updates effectively.
Demonstrated ability to problem solve independently while exercising sound judgment and professionalism.
Comfortable participating in leadership meetings and contributing to operational planning and continuous improvement initiatives.
Proficient in Microsoft Office and Google Workspace.
Flexibility to work evenings, weekends, holidays, and club events as business needs require.
Passion for hospitality and creating memorable member experiences consistent with the Banner House brand.