Guest Experience Associate

About the Role: The Guest Experience Associate is the first and last impression of Reserve. Reporting to the Operations Director and Membership Director, this role is responsible for delivering an exceptional hospitality experience for every member, guest, and visitor entering the club.Acting as the central point of contact, the Guest Experience Associate ensures that all interactions reflect Reserve’s standards of service, professionalism, and attention to detail. From managing reservations to supporting daily club operations, this individual plays a key role in creating a seamless and elevated environment for our community.The ideal candidate is organized, proactive, personable, and thrives in a fast-paced hospitality setting. They are naturally welcoming, solutions-oriented, and passionate about creating memorable experiences.Role Responsibilities:Guest & Member Experience• Serve as the primary point of contact for members, guests, and visitors• Deliver a warm, professional welcome and ensure each guest interaction reflects Reserve’s hospitality standards• Recognize returning members and guests by name whenever possible• Provide clear information on court availability, memberships, programming, and amenitiesFront Desk & Reservations• Manage reservations and assist with court scheduling• Perform all check-in and check-out procedures• Maintain accurate records of bookings, payments, and member activity• Monitor the court sheet and manage scheduling during peak hoursCommunication & Operations• Answer high-volume phone lines and respond to inquiries in a professional and timely manner• Coordinate with operations, coaching staff, and membership teams to ensure smooth daily operations• Maintain organization of the front desk and ensure the club environment is presentation-readyService & Atmosphere• Create a welcoming, positive atmosphere for members and guests• Support club events, programming, and activations as needed• Address guest questions or concerns with professionalism and solutions-oriented thinkingQualifications & Experience• Minimum 2+ years of experience in hospitality, guest services, or a similar front-facing role• Experience managing high-volume phone lines and guest inquiries• Excellent written and verbal communication skills• Strong interpersonal skills with the ability to build relationships with members and guests• Highly organized with strong attention to detail• Ability to multitask in a fast-paced environment• Strong problem-solving skills and ability to navigate guest concerns professionally• Administrative skills including scheduling, coordination, and organization• Ability to work evenings, weekends, and holidays as neededMust Have Qualities:• Hospitality-first mindset with a passion for creating memorable guest experiences• Strong communicator who is clear, professional, and approachable• Solutions-oriented with the ability to remain calm under pressure• Highly organized and detail-driven• Team player who supports the broader club operation and events• Entrepreneurial spirit with a desire to continuously elevate the member experienceBonus Qualities:• Passion for padel, racquet sports, or wellness lifestyle environments• Previous experience in private clubs, luxury hospitality, or boutique fitness environments