Front Desk Manager - Fitler Club

Fitler Club is a first-of-its-kind urban social club for socially conscious, forward-thinking Philadelphians, combining world-class dining, fitness, social, business, hotel, and event offerings all under one roof. As home to the leaders and organizations shaping the present and future of Philadelphia and beyond, we are grateful for the opportunity to enrich the lives of our members and guests and we strive to deliver world-class hospitality.

Fitler Club employees work in a high-design center of art, culture, and economy, amidst modern facilities and amenities, a museum-worthy art collection, and state of the art technology. (This is apparent even before entering the space, as both members and employees can access the building via fingerprint scanner.)

We are committed to driving social impact in Philadelphia, offering members, guests, AND employees opportunities to attend events featuring renowned impact leaders and volunteer alongside one another for a variety of causes throughout the city.

The Front Desk Manager is responsible for providing a superior experience to each member and guests and to serve as ambassadors for Fitler Club They will oversee, train, and supervise the Hotel, Housekeeping, and Member Services staff. They will be the Manager on Duty and will be responsible for the day to day operations.

Responsibilities

• Supervise Member Services, Hotel, and Housekeeping to ensure proper communication, productivity, and teamwork
• Maintain a highly motivated and trained team that continually strives for excellence and finds opportunity for change
• Mentor and support the Club Services team members to provide a positive and professional work environment and promote personal growth while being thankful, humble, and respectful
• Maintain Fitler Club standards to provide an elevated and consistent member and guest experience
• Resolve Member and guest feedback and requests promptly while maintaining good member relationships and outstanding hospitality through corrective action and conflict resolution
• Be aware of issues and changes taking place throughout the day and keep departmental leaders updated on all member and guest requests/needs
• Develop and execute Hotel, Member Services, and Housekeeping training programs and SOPs to ensure service standards and member expectations are exceeded
• Communicate and interact closely with Housekeeping Attendants, to ensure the Club’s common areas and hotel rooms are inspected thoroughly, and are cleaned appropriately
• Ensure that Hotel amenity packages are in place prior to guest arrival
• Run daily Housekeeping and Member Services line up to communicate upcoming events, check-ins, policy changes, and member updates
• Inspect and tour all public areas several times daily and alert applicable teams of services needed
• Maintain confidentiality of all members and Club information
• Performs all other duties as directed by immediate supervisors

Qualifications

• Front Office/Front Services supervisory or comparable Hospitality experience.
• Must have proven leadership skills and be able to delegate, mentor, effectively train, and motivate staff
• Prior experience managing schedules, payroll, service recovery, and staff relations
• Ability to conduct service training to ensure employees feel comfortable and empowered managing Member requests and/or feedback.
• Ability to clearly and pleasantly communicate both verbally and in writing with guests, management, and co-workers
• Works well under pressure, managing quick turns and high occupancies
• Strong organizational skills, can multi-task, and provide timely guest follow up in a fast-paced environment
• Ability to lift 20-25 pounds intermittently, and occasionally 50 pounds and to frequently reach overhead, bend and kneel
• Ability to stand/walk for extended periods of time, including entire shift
• Knowledge of Property Management Systems, POS, and related hospitality software programs
• Strong knowledge of G-suite
• Must be able to work a flexible schedule including nights, weekends and holidays
• Punctuality and regular and reliable attendance

At Fitler Club, we hold employees to high standards in how they treat members, guests, and each other, and we hold our organization to high standards in how we care for our employees.

Free meals, snacks, and beverages seven days/week, complimentary fitness classes, employee appreciation events, professional headshots, and wholesale pricing on designer retail products are just a few benefits available to all employees, in addition to a long list of traditional benefits such as wide-ranging health insurance options, company-paid short-term disability and paid parental leave, 401k with a company match, generous PTO policies and company-sponsored holidays, and more. Employees receive annual performance reviews with opportunities for career development and wage increases.

We are extremely fortunate to have a diverse, dynamic, civically engaged, and generous membership - people you’ll be excited and privileged to meet, greet, and serve. There’s no better customer base anywhere in Philadelphia.

If Fitler Club sounds like the right place for you, we welcome you to apply to join us in our pursuit. We hope to have the opportunity to work alongside you, learn from you, develop you, care for you, and succeed with you. Thank you for your interest in joining our team.