Front Desk Manager at Jonathan Club in Los Angeles, CA

Front Desk Manager

Position Summary

The Front Desk Manager is responsible for the leadership, administration, and daily operation of the Club's Front Desk and guest room operation. This position ensures the delivery of exceptional service to members and guests through effective supervision of front office staff, oversight of reservations and guest services, and coordination of overnight accommodations.

The Front Desk Manager is also responsible for generating and managing group room block business in support of Club events, member functions, corporate meetings, and special occasions. Working collaboratively with all operating departments, this position contributes to the Club's mission of providing a consistently exceptional member and guest experience while maximizing room occupancy and revenue.

The Front Desk Manager is responsible for the following:

Front Office Operations

• Direct and oversee the daily operations of the Front Desk.
• Ensure professional, courteous, and personalized service is consistently provided to members and guests.
• Manage guest arrivals, departures, reservations, billing, and room assignments.
• Monitor room inventory, occupancy, and reservation activity to maximize utilization.
• Coordinate daily room status with Housekeeping and Maintenance to ensure guest rooms meet Club standards.
• Maintain accurate guest records and reservation information.
• Resolve member and guest concerns promptly and professionally.

Leadership and Staff Development

• Recruit, interview, train, supervise, coach, and evaluate Front Desk employees.
• Develop work schedules that provide appropriate staffing levels while managing labor costs.
• Conduct regular staff meetings and ongoing service training.
• Establish performance expectations and hold team members accountable for achieving Club standards.
• Foster a culture of teamwork, professionalism, accountability, and continuous improvement.

Sales and Revenue Management

• Serve as the primary contact for group room block inquiries.
• Coordinate room blocks for weddings, Club events, member functions, corporate meetings, and special events.
• Collaborate with Catering & Events and the Membership department to identify lodging opportunities.
• Prepare room block agreements, monitor pickup, and manage rooming lists.
• Implement strategies to maximize occupancy, room revenue, and guest satisfaction.
• Develop relationships with members, event planners, and corporate clients to encourage repeat business.

Administrative Responsibilities

• Ensure compliance with Club policies, operating procedures, and service standards.
• Assist with forecasting, and departmental planning.
• Review operational reports and recommend improvements to efficiency and profitability.
• Oversee billing accuracy, and daily audit procedures.
• Maintain departmental records and documentation.

Member Experience

• Demonstrate a visible commitment to hospitality and personalized member service.
• Anticipate member and guest needs and respond with professionalism and discretion.
• Coordinate VIP arrivals and special requests.
• Promote a positive image of the Club through every member and guest interaction.

Supervisory Responsibilities

• Directly supervises all Front Desk personnel.
• Responsible for hiring recommendations, onboarding, scheduling, coaching, performance evaluations, and corrective action in accordance with Club policies.
• Develops employee engagement through ongoing communication, recognition, and professional development.

Qualifications

Required

• Minimum three (3) years of progressive supervisory experience in hospitality, hotel operations, private clubs, or luxury guest services.
• Demonstrated leadership and team development experience.
• Experience managing reservations and overnight accommodations.
• Strong organizational, communication, and problem-solving skills.
• Proficiency with property management systems, Microsoft Office, and reservation software.

Preferred

• Bachelor's degree in Hospitality Management, Business Administration, or related field.
• Experience in a private club, boutique hotel, luxury hotel, or resort environment.
• Experience with group sales, room block management, and revenue optimization.

Knowledge, Skills, and Abilities

• Commitment to exceptional member service.
• Strong interpersonal and leadership skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Sound judgment and effective decision-making abilities.
• Financial acumen related to room revenue and departmental expenses.
• Ability to maintain confidentiality and exercise discretion.
• Excellent written and verbal communication skills.
• Ability to build collaborative relationships across all Club departments.

Physical Requirements

• Frequently stands and walks throughout the workday.
• Occasionally lifts and carries up to 25 pounds.
• Uses standard office equipment, computers, and telephone systems.
• Works evenings, weekends, holidays, and special Club events as required.

Performance Standards

Performance will be evaluated based on the employee's ability to:

• Deliver exceptional member and guest service consistent with Club standards.
• Maintain an efficient and well-organized Front Desk operation.
• Achieve departmental occupancy and revenue goals.
• Increase group room block bookings and related lodging revenue.
• Recruit, develop, and retain high-performing employees.
• Foster positive working relationships with all Club departments.
• Maintain compliance with Club policies and operating procedures.
• Demonstrate professionalism, integrity, and sound judgment in all interactions.

Working Conditions

This position operates in a professional hospitality environment with frequent interaction with members, guests, employees, and vendors. Work schedules include evenings, weekends, holidays, and special events based on Club operational needs.

This job description is intended to describe the general requirements for the position and is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Management reserves the right to assign or modify responsibilities as operational needs require.

Salary Range: $75,000/year - $80,000/year

At Jonathan Club, our values of Family, Community, Wellness, Respect, and Passion are at the heart of everything we do. Our mission is to enrich the lives of our members by providing an extraordinary experience at both the Town and Beach clubhouses.

Embracing diversity of interests, friendships, and community outreach, we are committed to creating a welcoming environment that fosters lifelong connections.

Jonathan Club is an Equal Opportunity Employer - M/F/Disability/Gender Identity/Sexual Orientation/Veteran. Jonathan Club will consider qualified applicants with criminal histories in a manner consistent with the Los Angeles Fair Chance Initiative for hiring.