Front Desk Manager

Merion Cricket Club; Haverford (Montgomery County); On-site; USD 70,000 - 95,000; Full time

Job summary

Merion Cricket Club is seeking a Front Desk Manager to lead a high-volume Front Desk team, delivering warm, polished service and seamless guest experiences for members and overnight guests.

The role requires exceptional organizational, communication, and leadership skills, with collaboration across Food & Beverage, Facilities, Housekeeping, Catering, and Communications to ensure personalized, consistent service.

Qualifications

• 3+ years of progressive leadership in front desk, concierge, or hospitality operations.
• Experience in a high-end private club, luxury hotel, or premium hospitality environment.
• Proven ability to lead a team in a fast-paced, high-volume setting.

Responsibilities

• Lead the day-to-day operations of a high-volume Front Desk, ensuring warm, polished, efficient, and personalized service.
• Recruit, train, coach, schedule, and develop Front Desk staff with clear service standards and accountability.
• Establish and maintain Front Desk procedures, checklists, workflows, and controls across all shifts.
• Create effective processes for capturing, documenting, and following up on member and guest requests to prevent missed details.
• Monitor daily Front Desk activity and identify opportunities to improve efficiency and member experience.
• Maintain a welcoming, organized reception environment reflecting the club's standards.

Skills

Front Desk Leadership

Organizational Skills

Communication Skills

Team Leadership

Hospitality Operations

Tools

Microsoft 365

Club management systems

Cobalt

Job description

The Front Desk Manager is responsible for the leadership, organization, and daily operations of the Club’s Front Desk, serving as a central hub for member and guest communication, information, service coordination, and overnight accommodations operations. The Front Desk is often the first point of contact for members and guests and plays a critical role in creating a seamless, personalized experience throughout the Club.

This is a highly visible, hands-on leadership position requiring an exceptional hospitality professional who thrives in a fast-paced, high-volume environment. The successful candidate will lead a busy Front Desk team while establishing and maintaining the systems, procedures, controls, and communication standards necessary to ensure consistent, efficient, and exceptional service.

The Front Desk Manager will also oversee the Club’s overnight accommodations operation and work closely with Food & Beverage, Facilities, Housekeeping, Catering, Communications, and other departments to ensure that overnight guests receive a seamless and highly personalized experience from arrival through departure.

The ideal candidate is polished, highly organized, resourceful, calm under pressure, and naturally inclined to anticipate needs and solve problems. They must be equally comfortable engaging with members and guests, coaching employees, managing complex operational details, and improving the systems that support the department.

Key Responsibilities:

Front Desk Leadership & Operations

• Lead the day-to-day operations of a high-volume Front Desk, ensuring the team consistently delivers warm, polished, efficient, and personalized service.
• Recruit, train, coach, schedule, and develop Front Desk employees while establishing clear expectations for service standards, accountability, and performance.
• Establish and maintain comprehensive Front Desk procedures, checklists, workflows, and controls to promote consistency, accuracy, and accountability across all shifts.
• Create effective processes for capturing, documenting, communicating, and following up on member and guest requests to ensure that details do not fall through the cracks.
• Monitor daily Front Desk activity and identify opportunities to improve efficiency, communication, and the overall member experience.
• Maintain a welcoming, organized, and professional reception environment that reflects the standards and character of a premier private club.

Administrative & Reservation Systems Management

• Comprehensive Reservation Oversight: Manage end-to-end online, phone, and in-person reservations for dining venues, overnight guest rooms, and Club-wide special events using Club management software (Cobalt).
• Lodging & Guest Services Operations: Oversee the full check-in and check-out process for overnight accommodations, acting as lead concierge for visiting guests.
• Communication & Call Architecture: Direct incoming communications, efficiently screening, transferring, and routing multi-line phone traffic across departments while maintaining seamless communication channels.
• Interdepartmental Synergy: Coordinate directly with Food & Beverage, Housekeeping, Catering, and Communications teams to verify reservation details, guest preferences, and operational handoffs.

Skills & Qualifications:

Experience

• 3+ years of progressive leadership experience in front desk, concierge, guest services or hospitality operations.
• Experience in a high-end private club, luxury hotel, resort, or similarly high-touch premium hospitality environment strongly preferred.
• Demonstrated experience leading a team in a fast-paced, high-volume operation.

Leadership & Operation Skills

• Exceptional organizational skills with the ability to manage numerous priorities and competing demands simultaneously.
• Demonstrated ability to create and implement effective systems, procedures, workflows, and controls.
• Strong problem-solving skills with the ability to remain calm, composed, and solution-oriented under pressure.
• Proven ability to hold employees accountable while maintaining a positive, service-oriented team culture.
• Strong attention to detail and follow-through, particularly when managing complex or time-sensitive requests.
• Strong proficiency with Microsoft 365 and Club management systems; experience with Cobalt or similar platforms preferred.
• Ability to quickly learn and leverage technology to improve operational efficiency.
• Strong administrative skills and ability to maintain accurate and comprehensive records.

Communication & Hospitality

• Exceptional verbal and written communication skills.
• Polished, confident, and professional presence appropriate for a premier private club.
• Genuine commitment to hospitality and highly personalized member experience.
• bility to exercise discretion and sound judgment when handling confidential or sensitive member and guest matters.
• Comfortable interacting with a diverse membership and their guests with warmth, professionalism, and diplomacy.

Schedule

Flexibility to work a varied schedule based on Club operations, including evenings, weekends, holidays, and occasional special events.

• Full-Time, exempt
• Variable schedule including evenings, weekends and holidays
• Competitive compensation and benefits package including: