Front Desk Manager - The Westin Riverfront Resort & Spa Athletic Club

Join our Athletic Club Westin! We are seeking a passionate Front Desk Manager with exceptional interpersonal and professional communication skills to support and oversee our front desk team. As Front Desk Manager, you will ensure outstanding guest service, maintain our facility to high standards, and execute seamless membership onboarding. If you are a proactive leader committed to excellence, we’d love to have you on our team!

Location: The Athletic Club at The Westin Riverfront Resort & Spa. Avon, CO

Start Date: ASAP

Employment Status: Full Time, Year Round

Pay Rate: $55,000 / year

Duties Include:

Front Desk Management

The Front Desk Manager is responsible for publishing the front desk schedule for the upcoming month by the 15th of the preceding month and arranging coverage for call outs or adjusting their own schedule as needed. They process payroll and commissions for staff bi-weekly, organize quarterly team events, and update and maintain professional documents both in print and digitally to ensure successful training and ongoing communication. These documents include daily/monthly pass-ons, systems of procedures (SOPs), the front desk training binder, and other professional materials. Additionally, they ensure that RA class billing is completed daily, weekly, and monthly.

Membership Management

The Front Desk Manager executes the member onboarding process by conducting property tours, uploading new contracts, calling and emailing new members, answering questions, and upselling additional offers such as personal training, in-body scans, and nutrition sessions. They manage member relationships through one-on-one interactions, networking events, participation in programming events, and acting as a conduit for member feedback. The manager contributes to the newsletter and event programming to meet member needs and enhance the ACW experience. They conduct monthly bulk billing for memberships, contact unpaid accounts, apply late fees, lock delinquent accounts, complete billing corrections, and send unpaid accounts to collections. Additionally, they report and distribute membership metrics to hotel departments to aid in marketing, pricing, and membership decisions, and proactively audit for expiring credit cards and VIP and Corporate membership contracts to ensure accurate billing and access.

Supervisory

The Front Desk Manager is responsible for interviewing, hiring, training, scheduling, supervising, coaching, and providing fair and objective performance evaluations to the fitness front desk team. They perform Manager on Duty tasks for the Spa and Club, which include maintaining a presence on the fitness floor, modeling customer care, addressing staff and guest concerns professionally, and supporting staff to ensure a highly functioning team. Utilizing problem-solving skills, they recognize problems and inefficiencies, develop solutions, and take ownership of their implementation. Additionally, they walk the property to assess cleanliness and maintenance needs, communicating these needs to managers and the front desk team.

Successful candidates will possess professional written, verbal, and interpersonal communication skills, along with a strong commitment to guest service. They will demonstrate effective problem-solving abilities and take responsibility with enthusiasm. Additionally, they will be well-organized, have excellent time-management skills, and be able to deliver difficult messages with kindness and empathy. A bachelor's degree in hospitality management, business, or a related field is preferred, along with two or more years of experience in guest service or management.

Benefits & Perks:

Our benefits package includes a wide range of perks designed to enhance your work and personal life. Enjoy Marriott Hotel discounts worldwide, a comprehensive 401(K) plan with discretionary employer match, and career development trainings to help you grow. Stay fit with a free gym membership at The Athletic Club Westin and relax with our spa discounts. Take advantage of on-property discounts, special deals at Eye Pieces & Venture Sports, and corporate discounts through Perk Spot. Our sabbatical program offers extended personal time, while our $500 referral program rewards you for bringing new talent to our team. Additionally, our Employee Assistance Program is always available to support your well-being.

Why East West Hospitality:

At East West Hospitality our Vision is to be the most trusted hospitality services company and employer of choice, built on genuine and enduring relationships. We believe in doing the right thing for each other, our community, our environment, and those we serve. We strive to cultivate and sustain an inclusive and welcoming environment in which everyone thrives and feels like they belong.

We hope you’ll consider joining us! Visit our website to learn more about East West Hospitality at jobs.eastwest.com/culture.