Hospitality & Front Desk Manager

About Our CompanyWe work at Midtown to inspire people to transform their lives—and we do our job well. Our members stay longer than any other major athletic club chain in North America because we are committed to providing resort-like environments, personal attention, and strong communities at every one of our clubs. We believe all three of those pillars start with attracting and growing top tier talent at every level of our organization.The PositionMidtown believes in putting the customer at the center of every interaction. The Hospitality Desk plays a critical role in delivering a consistent, welcoming, and professional first and last impression for members of our premier athletic club and guests staying at our 55-room boutique hotel.Learn more about our beautiful Chicago club here: Midtown Athletic Club Chicago - Health Club and Gym ChicagoThe Hospitality & Front Desk Manager is responsible for leading the daily operations of the Hospitality Desk, ensuring service standards are executed consistently, associates are well-trained and supported, and members and hotel guests experience a seamless, high-touch interaction every time they engage with our desk.This role is highly operational and people-focused, with an emphasis on frontline execution, team leadership, and service excellence.You Will Love This Job IfYou find joy in creating memorable service experiences for customersYou thrive in operational leadership and enjoy being close to the workYou take pride in setting clear expectations and holding teams accountableYou enjoy inspiring, coaching, training, and developing front-line associatesYou value consistency, clarity, and strong service fundamentalsYou lead by example and are motivated and exhilarated by working side-by-side with your teamAs Hospitality & Front Desk Manager, You WillActively engage with members and guests at the Hospitality Desk, modeling exceptional service behaviors and reinforcing service standards dailyOversee all Hospitality Desk operations, including staffing, scheduling, coverage planning, and day-to-day executionLead monthly Hospitality Desk team meetings and weekly Hospitality Desk leadership meetings.Recruit, hire, onboard, and manage the performance of Hospitality Desk associatesDeliver ongoing training and coaching to ensure associates demonstrate confidence, professionalism, and consistency in all member interactionsEnsure policies, procedures, and service protocols are followed accurately and consistently at the deskServe as the primary point of escalation for member and hotel guest questions or concerns that arise at the Hospitality Desk, resolving issues in a timely and professional mannerMaintain a visible presence on the floor to support associates, observe interactions, and reinforce expectations in real timePartner with club leadership to ensure Hospitality Desk operations align with overall club standards and prioritiesSupport operational communication by cascading updates, changes, and reminders to the Hospitality Desk team clearly and consistentlyManage hotel guest communication channel and assist with event space management when neededExperience RequirementsAt least 2 years of experience managing and developing a customer-facing team, preferably within a hospitality environmentDemonstrated success hiring, training, scheduling, and managing front-line teamsStrong ability to remain calm, professional, and solution-oriented in high-volume or high-pressure situationsComfort providing direct feedback and coaching to drive performance improvementStrong organizational and time-management skillsHigh attention to detail and commitment to service excellenceCompensationStarting at $75,000, annuallyAssociate BenefitsMembers of the Midtown team may be eligible to receive:Complimentary club membershipDiscounts on Midtown products and servicesAccess to hundreds of free courses for professional developmentHealth insurance for eligible full-time associates (28+ hours a week)And moreThis job description is intended to describe the general requirements for the position. It is not a complete statement of duties, responsibilities, or requirements. Other duties not listed here may be assigned as necessary to ensure the proper operations of the department.MIDTOWN is an Equal Opportunity Employer.This job description is intended to describe the general requirements for the position. It is not a complete statement of duties, responsibilities or requirements. Other duties not listed here may be assigned as necessary to ensure the proper operations of the department.MIDTOWN is an Equal Opportunity Employer.