Hospitality Desk Manager

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 of our premier athletic club and guests staying at our 55-room boutique hotel.

Learn more about our beautiful Chicago club here: Midtown Athletic Club Chicago - Health Club and Gym Chicago

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 and hotel guests experience a seamless, high-touch interaction every time they engage with our 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 and hotel guest 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

• Manage hotel guest communication channel and assist with event space management when needed

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

Compensation:

Starting at $75,000, annually

Associate Benefits

Members of the Midtown team may be eligible to receive:

• 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 (28+ hours a week)

• And more

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.

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.