Guest Experience Lead, Front Desk & Hospitality

midtown; Chicago (IL); On-site; USD 34,000 - 37,000; Full time

Job summary

Midtown is seeking a Hospitality Front Desk Lead to ensure a positive experience for members and hotel guests through leadership at the front desk and exemplary service. You will guide the hospitality team and foster a welcoming environment that reflects our commitment to member satisfaction.

You will oversee training, guest interactions, and daily operations, ensuring professional service, accurate check-ins, and seamless coordination with housekeeping and maintenance.

Qualifications

• Availability to work a flexible schedule (including evenings, weekends, and some holidays).
• At least 2 years of supervisory experience in a health club or hospitality environment.
• Proven ability to hire, train and lead productive service-minded associates.
• Excellent communication skills.
• Strong customer service standards.

Responsibilities

• Demonstrate sound judgment, professionalism and optimism while directing the work of associates.
• Assist with front desk training and uphold defined procedures.
• Help members with program registration, payments, and scheduling services.
• Handle check-ins and resolve questions.
• Maintain cleanliness of hospitality desk areas.
• Coordinate with housekeeping and maintenance when issues arise.
• Answer queries regarding club services and facilities.
• Implement processes to ensure consistent service delivery.
• Perform basic clerical duties and inventory checks.

Skills

Supervisory experience

Customer service

Communication

Leadership

Training & coaching

Job description

Midtown is seeking a Hospitality Front Desk Lead to ensure a positive experience for members and hotel guests through leadership at the front desk and exemplary service. You will guide the hospitality team and foster a welcoming environment that reflects our commitment to member satisfaction.

You will oversee training, guest interactions, and daily operations, ensuring professional service, accurate check-ins, and seamless coordination with housekeeping and maintenance.