Hospitality Desk Manager

Midtown Athletic Club; Northern (KY); Hybrid; USD 55,000 - 65,000; Full time

Benefits offered by this job

Complimentary club membership

Discounts on Midtown products and serv

Access to hundreds of free courses

Health insurance for eligible full‑tim

Job summary

Midtown Athletic Club is seeking an Hospitality Desk Manager to lead daily desk operations, model exceptional service, and drive a high-touch member experience.

You will recruit, train, and coach frontline associates, manage staffing and scheduling, and ensure consistent policies and service protocols across the desk.

Qualifications

• At least 2 years of experience managing and developing a customer-facing team.
• Experience in hospitality or service environments.
• Ability to train, coach, and develop frontline associates.

Responsibilities

• Actively engage with members and guests at the Hospitality Desk, modeling exceptional service behaviors and reinforcing service standards daily.
• Oversee all Hospitality Desk operations, including staffing, scheduling, coverage planning, and day-to-day execution.
• Lead monthly Hospitality Desk team meetings and weekly leadership meetings.
• Recruit, hire, onboard, and manage performance of Hospitality Desk associates.
• Deliver ongoing training and coaching to ensure confidence, professionalism, and consistency.

Skills

Customer service leadership

People management

Training and coaching

Communication skills

Team scheduling

Conflict resolution

Job description

About Our Company

We 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 Position

Midtown 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 and guests.

The Hospitality 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 experience a seamless, high-touch interaction every time they engage with the 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 if:

• You find joy in creating memorable service experiences for customers
• You thrive in operational leadership and enjoy being close to the work
• You take pride in setting clear expectations and holding teams accountable
• You enjoy inspiring, coaching, training, and developing front-line associates
• You value consistency, clarity, and strong service fundamentals
• You lead by example and are motivated and exhilarated by working side-by-side with your team

As Hospitality Desk Manager, you will:

• Actively engage with members and guests at the Hospitality Desk, modeling exceptional service behaviors and reinforcing service standards daily
• Oversee all Hospitality Desk operations, including staffing, scheduling, coverage planning, and day-to-day execution
• Lead monthly Hospitality Desk team meetings and weekly Hospitality Desk leadership meetings
• Recruit, hire, onboard, and manage the performance of Hospitality Desk associates
• Deliver ongoing training and coaching to ensure associates demonstrate confidence, professionalism, and consistency in all member interactions
• Ensure policies, procedures, and service protocols are followed accurately and consistently at the desk
• Serve as the primary point of escalation for member questions or concerns that arise at the Hospitality Desk, resolving issues in a timely and professional manner
• Maintain a visible presence on the floor to support associates, observe interactions, and reinforce expectations in real time
• Partner with club leadership to ensure Hospitality Desk operations align with overall club standards and priorities
• Support operational communication by cascading updates, changes, and reminders to the Hospitality Desk team clearly and consistently

Experience Requirements

• At least 2 years of experience managing and developing a customer-facing team, preferably within a hospitality environment
• Demonstrated success hiring, training, scheduling, and managing front-line teams
• Strong ability to remain calm, professional, and solution-oriented in high-volume or high-pressure situations
• Comfort providing direct feedback and coaching to drive performance improvement
• Strong organizational and time-management skills
• High attention to detail and commitment to service excellence

Associate Benefits

• Complimentary club membership
• Discounts on Midtown products and services
• Access to hundreds of free courses for professional development
• Health insurance for eligible full-time associates (30+ hours a week)
• And more

Compensation

Range: $55,000 - $65,000 based on experience.

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.

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.

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.

MIDTOWN is an Equal Opportunity Employer.

MIDTOWN is an Equal Opportunity Employer.

About Our Company

We 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 rock star talent at every level of our organization.

Who We Want

We're looking for people that share our core values: kind individuals who want to win together, see things as the glass half full, are passionate about helping others, and strive to always be better than yesterday.

Associate Benefits

• Complimentary club membership
• Discounts on Midtown products and services
• Access to hundreds of free courses for professional development
• Health insurance for eligible full-time associates (30+ hours a week)
• And more