Reception Lead

As Reception Lead, you will serve as a key representative of Moss—taking ownership of the process and service of all member-facing reception colleagues. This fully in-person role works cross-functionally to support daily operations, CRM systems, community engagement, and membership experience. The ideal candidate is polished, proactive, and detail-oriented, with strong interpersonal skills and the ability to thrive in a fast-paced, guest-facing environment.

COMPENSATION AND CLASSIFICATION:

The hourly wage for this position is $34.00 per hour. 

This is a non-exempt, hourly position. In accordance with the Fair Labor Standards Act (FLSA), you are eligible for overtime pay at one and a half times your regular rate for all hours worked over 40 in a single workweek.

ESSENTIAL FUNCTIONS:

Operational Leadership

• Maintain a consistent presence at all levels of the club and provide additional support across all areas as needed to ensure seamless service.
• Take ownership of assigned service zones during shifts and communicate cross-functionally with management and team leads to resolve member needs and ensure a cohesive club experience.
• Check in members and guests, process financial transactions, and manage front-of-house duties.
• Connect with members, prospective members, and partners throughout the day to ensure relationships are built and maintained.
• Support onboarding, engagement, and communication with members and applicants.
• Maintain CRM records and track all touchpoints.
• Update membership statuses and ensure notes are accurate and complete.
• Share relevant insights and data with cross-functional teams to enhance strategy and operations.
• Provide operational support for tours, activations, and special events.
• Support Membership Sales with CRM maintenance, onboarding coordination, and pipeline tracking.
• Participate in prospect calls, walkthroughs, and onboarding meetings as required.
• Work all scheduled shifts including early mornings, evenings, weekends, and holidays as operationally needed.
• Oversee all Reception colleagues to ensure that relevant information is being shared, trainings are implemented, communication is open and constant learning is taking place.

Cross-Department Collaboration & Projects

• Liaise with Spa, Events, F&B, Concierge, and other internal departments.
• Support department and club-wide projects as needed.

QUALIFICATIONS:

• 2-3 years experience in hospitality, guest services, or membership-driven environments preferred, with past roles in leading a small team
• Strong communication skills and confidence in client-facing settings
• Comfort with digital systems and a willingness to learn CRM platforms
• High level of attention to detail, organization, and discretion
• Collaborative, thoughtful, and energized by a fast-paced environment
• Warm, professional, and guest-focused demeanor.
• Flexible schedule with availability to work evenings and weekends.

SKILLS:

• Ability to build effective relationships and communicate across a variety of nuanced relationship dynamics, adapting to diverse audiences.
• Leadership qualities to help hire, train and onboard new candidates
• Exceptional & eloquent interpersonal and communication skills, both written and verbal.
• Strong sales and marketing acumen with a member-focused approach.
• Ability to operate with grace under pressure.
• Discretion, sound judgment, and comfort operating in a high-accountability, high-touch environment.

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 company.