Description

JOB OVERVIEW: The front desk is the central nervous system of the Los Angeles Athletic Club (LAAC). This position manages The Club Front Desk Manager contributes to the success of LAAC by creating positive experiences for every member and guest who visits the Club by leading the department to create great first impressions and to follow through throughout their visit. Manager must be able to provide leadership by example, create training programs, motivate, support, and supervise a team. Establish standards and evaluate in accordance with those standards. Interface with and contribute support to all other departments of the club. Adhere to departmental operating budget while maintaining pars on necessary supplies.

ESSENTIAL JOB FUNCTIONS:

1. Responsible for managing front desk and night audit employees. Ensure vacant positions are filled timely by requesting job postings for open positions, review resumes, conduct interviews, and make job offers.
2. Train new employees. Create training schedule, outline expectations and provide support and/or disciplinary action where needed, up to and including termination when appropriate. Conduct employee performance evaluations.
3. Provide open communication and feedback daily and conduct regular department meetings. Lead the team to confidence in their job skills and empower them to create positive experiences for all our members and guests.
4. Respond to guest’s special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business. Work with Sales and Marketing to promote Club amenities and capture up-sell opportunities. Capture guest feedback and follow up with guest and internal team members as necessary.
5. Create SOPs for the front desk operations and procedures for following up to confirm compliance. Ensure implementation of company programs and motivate associates to ensure an optimal level of quality service and hospitality are provided to all customers.
6. Schedule and supervise Front Desk, Night Audit, and Greeter Station associates. Utilize dynamic scheduling techniques to minimize labor costs whenever possible and stay within budget. Ensure accurate and timely approval of all timecards.
7. Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for other employees. Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising the approach to accommodate unusual situations. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
8. Comply with attendance rules and be available to work on a regular basis. Find coverage for, or cover, open shifts. Act as Manager on Duty as needed.
9. Create pars for supplies. Purchase supplies within budget using PO system, submitting invoices in a timely manner, and following procedures put forth by Accounting Department. Contribute to budget creation by providing information about supply needs. Ensure front desk team follows petty cash policies. Conduct folio and bank audits.
10. Coordinate with all other department heads to maintain flow of communication so Front Desk team is informed about all aspects of Club programming and members and guests have a seamless experience.
11. Perform any other job-related duties as assigned.

REQUIRED SKILLS AND ABILITIES:

Must have the ability to communicate in English. Self-starting personality with an even disposition. Maintain a professional appearance and manner at all times. Can communicate well with guests. Must be willing to “pitch-in” and help co- workers with their job duties and be a team player. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts. Basic mathematical skills to prepare moderately complex mathematical calculations without error. Ability to access and accurately input information using a moderately complex computer system. Ability to stand, walk and continuously perform behind the front desk. Ability to observe and detect signs of emergency situations. Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated. Ability to establish and maintain effective working relationships with associates, customers and patrons.

Job Salary Range: $65,000 - $75,000/Annually

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)