Front Office Supervisor

This position contributes to the success of Los Angeles Athletic Club ("Company") by creating positive experiences for every member and guest who visits the club. The Front Office Supervisor is responsible for leading the front office team to ensure smooth operations and the highest level of guest satisfaction. This position supports the Front Office Manager in daily departmental functions, including supervising staff, handling guest concerns, and ensuring service standards are upheld. The ideal candidate is a professional, organized, and guest-focused leader who thrives in a fast-paced hospitality environment.

RESPONSIBILITIES:

• Provide professional and courteous service to all members, guests, and team members.
• Oversee daily operations of the front office, including delegation of tasks to Club Ambassadors and Night Auditors.
• Train, mentor, and evaluate front office staff to ensure service standards and operational procedures are followed.
• Greet guests warmly and professionally; assist with check-in/check-out processes using the property management system.
• Handle guest inquiries, complaints, and concerns promptly and effectively; escalate issues as needed.
• Ensure accurate room assignments, payment processing, and account settlements.
• Maintain and reconcile cash drawers; process financial transactions accurately and securely.
• Answer phone calls promptly, route messages, and manage incoming/outgoing mail and packages.
• Promote club services, amenities, and membership benefits to enhance guest and member experience.
• Support membership services, including registration, account updates, and handling of membership payments.
• Maintain compliance with all hotel/club policies and procedures.
• Act as a calm, confident leader in high-pressure situations, emergencies, or guest escalations.
• Perform other job-related duties as assigned.

EXEMPLIFY OUR MERCURY RISING CLUB VALUES AT WORK AND DURING ALL OFFSITE WORK-RELATED EVENTS:

• Teamwork; Work collectively to realize goals that are greater than what you can achieve individually.
• Friendliness; create an authentic, welcoming environment for all patrons; be friendly, greet members with a smile, give a sincere farewell, and use member's name whenever possible.
• Health; promote health by demonstrating a long-term and all-encompassing approach to health, which integrates soundness of mind, body, and spirit.
• Heritage; embrace the values and traditions inherited from the club founders.
• Strive for Wonderment; create an ambiance of wonder for our members and guests by creating marvel and unexpected joy in every club experience.

CONSISTENTLY ADHERE TO THE LOS ANGELES ATHLETIC CLUB CORE SERVICE STANDARDS:

• Exemplify high-quality hospitality by making every member, guest, and business partner feel welcomed, valued, respected, and listened to; greet at every encounter, offer assistance to anyone who appears in need, escort individuals to correct destination.
• Take responsibility for maintaining an uncompromisingly clean Club; maintain your work area neat and clean, clean after yourself in employee and member areas, be proactive in maintaining member areas neat and clean by performing minor clean up as needed (i.e., cleaning minor food and liquid spills, storing forgotten exercise equipment, wiping equipment, etcetera); and promptly report needed repairs, potential safety issues, significant cleaning jobs to housekeeping, cleaning, and/or engineering department.
• Follow through with resolutions to problems from beginning to end; break away from your regular duties if needed to follow through on resolutions.
• Be knowledgeable of Club information; maintain sufficient and updated information to be able to easily answer questions from members and guest thoroughly from beginning to end.
• Practice personal hygiene: wear clean and pressed clothing, and proper uniform.
• Use proper and welcoming telephone etiquette; do not screen calls, answer calls by the 3rd ring, smile while you speak.
• Reply to emails the same day you receive them.
• Anticipate and comply with member needs and record their preferences.
• Be an ambassador of the Los Angeles Athletic Club in and outside the workplace; always represent yourself and the club professionally and with respect.

ENSURE A SAFE WORK ENVIRONMENT:

• Comply with the Company Health and Safety (H&S) processes while working on projects, initiatives, and other work-related duties; perform job duties in a way that will not cause danger to self or others, or violate local, state, federal, environmental regulations.
• Promptly correct or report any hazard, potential hazard, or unsafe work condition to the Director of Facilities, and/or People & Culture; wear protective equipment when required; ensure work location is kept safe, clean, and organized.

INITIATE PROFESSIONAL GROWTH:

• Consistently evaluate work for efficiency, quality, alignment with the Company's service standards, and compliance with Company policies and procedures.
• Seek out opportunities to enhance personal skills set relevant to job tasks.
• Maintain current product knowledge, best practices, and skills needed to meet the demands of your position.

QUALIFICATIONS:

• Must be at least 21 years of age
• Strong organizational and communication skills with a keen attention to detail.
• Comfort working both independently and collaboratively in a fast-paced environment.
• Hospitable, creative thinker with a strong ability to build relationships and community
• Highly organized, efficient and solutions-oriented leader
• Ability to prioritize effectively, meet deadlines, and work independently with minimal supervision.
• Proficient in Microsoft Office programs (Outlook, Word, Excel).
• Excellent verbal and written communication skills with high attention to detail and accuracy.
• Reliable and punctual attendance is a requirement of the role.
• Comfortable receiving and applying feedback constructively
• Flexible availability, including evenings, weekends, and holidays

EXPERIENCE REQUIREMENTS:

• 2 years minimum experience in member club environment and in front office of hospitality industry
• Proficiency with CRM systems, email platforms, and tools like Nexudus, Canva, and Mailchimp.
• Strong event planning and project management skills.
• Excellent interpersonal, written, and verbal communication skills.
• Detail-oriented and highly organized, with a passion for building community.
• Ability to work flexible hours including evenings and weekends for event coverage.
• High School Diploma or GED equivalent required
• Bilingual skills is a plus

PHYSICAL DEMANDS:

• Must be able to lift and carry up to 25 pounds occasionally.
• Ability to exert up to 50 pounds occasionally, 35 pounds frequently, and 20 pounds constantly (e.g., assisting with luggage), with or without reasonable accommodation.
• This role will require extended periods of sitting, standing, and walking throughout an 8 hour shift
• Occasional bending, reaching, and other physical activities may be required consistent with a standard office or front desk environment.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.