Front Desk Manager

Objectives:  To supervise and/or perform the administration of all receptionist duties.  To ensure exceptional customer service by hiring, training, and maintaining a proactive, efficient, professional, and jovial front desk staff, scheduling appropriate coverage for the club at all times.  To communicate all promotions, activities, and developments in all departments within the club to the members.

Reports to:  Assistant General Manager and General Manager

Performs all expectations/maintains all responsibilities of the Front Desk Attendant in addition to the following:

Game Plan:

1. Organize "zones" for specific tasks and appoint a receptionist/attendant to each zone to maintain the efficiency of the front desk.

2. Schedule staff to provide appropriate coverage and submit to the Assistant GM by the 24th of each month.  Total hours must not exceed limits provided by the Director of Operations.  Must get management approval before any type of overtime occurs.

3. Reconcile end of the month paperwork and submit to the coprorate office:  tanning, massage, gift certificates, and petty cash totals.

4. Complete daysheets and daily club and cafe deposits.

5. Respond in a timely manner and satisfactory way to members' concerns or comments from the suggestion box which relate to the front desk.

6. Attend department head meetins and inform stsaff of developments and upcoming events within the club.

7. Ensure that the front desk staff is meeting the expectations of the club manager.

8. Hold regularly scheduled department meetins for ongoing training and sharing of information.  Must turn in the minutes of each meeting to the GM/Assistant Manager.

9. Recruit, hire, and train necessary staff.  Accurately complete paperwork for new hires and submit to corporate before placing a new employee on the schedule.

10. Maintain current personnel records on front desk staff and complete Personnel Action forms when appropriate.

11. Schedule an orientation for each new employee with the Assistant GM.

12. Use disciplinary action when necessary and properly document such action.  Terminate substandard employees.

13.  Develop, implement, and evaluate front desk staff goals on a regular basis.

14. Provide constant feedback on job performance and review each staff member yearly.

15. Communicate effectively with and profide constructive feedback to all department heads and management staff.

16. Use proper chain of command and ensure staff does the same.

17. Set the example of professional behavior and exception customer service for all staff members.

18. Recite mission statement and make sure that each receptionist is constantly working to fulfill the company's mission statement and corporate vision.