Member Services Manager

The Metropolitan Club

Washington (District of Columbia)

On-site

USD 65,000 - 90,000

Full time

14 days+

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Benefits offered by this job

Vacation and sick pay

Medical, dental, and vision plans

Life insurance & AD&D

Long-term disability

Flexible spending account

401(k) with matching

Employee assistance program

Educational assistance

Job summary

The Metropolitan Club in Washington, DC seeks a Member Services Manager to lead the Front Desk daily operations, acting as a hospitality ambassador for members and guests. You will ensure exceptional service, maintain operational excellence, and oversee scheduling, payroll, and staff training.

Ideal candidates have 2+ years at a luxury front desk, strong English communication, and a proven ability to multitask while delivering discreet, high‑level service to distinguished clientele.

Qualifications

2+ years progressive front desk experience in luxury hotel or equivalent.
High school diploma or GED; hospitality degree preferred.
Experience serving distinguished clientele highly valued.
Strong interpersonal and communication skills for member service and conflict resolution.
Excellent organizational ability and multitasking with leadership potential.

Responsibilities

Oversee daily front desk operations and supervise team.
Coach and develop front desk staff for exceptional hospitality.
Create staff schedules ensuring coverage during vacations and peak times.
Resolve member, guest, and staff concerns professionally and promptly.
Maintain service standards, appearance, and accuracy of communications.
Verify guest and club communications, reservations, and events for accuracy.

Skills

Interpersonal skills

Communication

Customer service

Conflict resolution

Organizational skills

Teamwork

Computer literacy

English proficiency

Education

High school diploma/GED

Hospitality bachelor's degree (preferred)

Tools

Microsoft Word

Microsoft Excel

Job description

A leading premier private club in Washington DC is offering a great opportunity for you to continue your career growth. The ideal candidate must multi-task effectively and accurately, work with high attention to detail, and offer creative above and beyond hospitality.

The Member Services Manager leads the daily operation of the Club's Front Desk team while serving as a hospitality ambassador for members and guests. This position ensures exceptional service, maintains operational excellence, develops front desk staff, and oversees scheduling, payroll, and training.

Essential Functions

Perform the daily operation tasks of the front desk and supervise team members
Coach, train, and develop front desk staff to deliver exceptional hospitality and service
Create and maintain staff schedules while ensuring adequate coverage for vacations, callouts, and business demands
Serve as a resource for resolving member, guest, and staff concerns in a professional and timely manner
Monitor front desk operations to ensure service standards, appearance, accuracy, and efficiency are consistently maintained
Review and verify the quality, professionalism, and accuracy of staff email correspondence, letters of introduction, and member communications
Complete front desk payroll accurately and submit payroll on established deadlines
Assist with ongoing training, development, and performance feedback of front desk team
Maintain reciprocal club correspondence and visitation records
Verify hotel reservations, dining reservations, Club events, and special requests are accurate and prompt
Oversee front desk team to ensure that they are compliant with daily cash procedures
Monitor inventory of retail merchandise and front desk supplies
Maintain accurate records for lost and found items
Coordinate with Housekeeping and other departments to ensure the front entrance, lobby, Governors Room, Correspondence Lounge, and front desk areas remain clean, organized, and member-ready
Accountable for front desk training manuals, performance feedback, and SOPs
Ensure Club policies, by-laws, dress code, and electronic device policies are consistently enforced with professionalism and discretion
Follow all Club safety, emergency, and security procedures
Perform any additional duties assigned by leadership to support Club operations

Experience & Qualifications

2+ years progressive experience as a front desk agent in a luxury hotel or equivalent
High school diploma/GED required; four-year college degree in Hospitality preferred
Previous experience serving distinguished clientele
Exceptional interpersonal, communication, member service, and conflict resolution skills
Strong organizational skills with the ability to multitask and delegate
Success in a team environment – demonstrated ability to work well with others
Able to use a computer and be proficient in Microsoft Word & Microsoft Excel
Able to write, speak, comprehend, and converse proficiently in English, the official language of the Club

Professional Standards

Exhibit integrity, discretion, critical decision making, and sound judgment
Foster a positive, collaborative, and harassment-free work environment
Behave in a respectful, civil, and ethical manner
Maintain a clean, professional appearance consistent with grooming and attire standards
Uphold the traditions, standards, and culture of a The Metropolitan Club

Physical Requirements

Able to complete physically demanding tasks with efficiency
Able to stand for up to 8 hours, walk, climb stairs, balance, stoop, kneel, crouch, bend, stretch and twist
Able to lift 40-50 pounds frequently

Work Schedule & Availability

Full-Time Status | Open availability required including overnight, nights, and weekends
Flexible schedule availability required to accommodate fluctuations in business volume
Weekend availability required to accommodate Club events throughout the year

Benefits (Eligible following 90-day introductory period)