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Front Office Manager
2 months ago
About Us
Living Room will serve as a home away from home where creatives celebrate music, art, design, and culture. We are deeply passionate about our work, and our endeavors are driven by a sense of nobility. Living Room embraces a dynamic, people-centric approach that values ongoing improvement in our methods, which is at the core of our successful business strategy.
Our Culture
At Living Room, we are deeply passionate about our work and we believe that hospitality is a noble pursuit because it’s fundamentally human and an ideal worth chasing. It’s a dynamic, human-centered way to operate a business and our team member culture is how we bring this idea to life. Our guiding pillars- Be Human, Be Curious, Be Empathetic, Be Soulful, and Be Honest demand that we embody these values in all that we do.
The Team
We are seeking a Front Office Manager that epitomizes the pinnacle of hospitality and approachability. It entails fostering professional relationships with both internal and external stakeholders, while crafting efficient processes that enhance the overall member and guest experience, making it positively memorable and inviting. At Living Room, the Front Office Manager is tasked with overseeing Front Office operations, including Receptionists, and Member Services.
An ideal Front Office Manager possesses prior experience in overseeing high-volume, upscale, customer-centric boutique properties. They exhibit a meticulous attention to detail and an unparalleled enthusiasm for hospitality and the Living Room brand.
The Role
- Process Optimization and Member Experience Enhancement: Implement and refine processes to optimize efficiency and elevate the member/guest check in experience. Create SOPs and Service Standards for the front desk and Valet team to guarantee the best guest experience. Works closely with Safety and Valet to guarantee the best guest arrival experience.
- CRM Platform: Uses Peoplevine as a CRM platform to check in Members & Guests. Becomes fully familiar with the CRM in order to train Front Desk team members as well as providing any information requested per member. The Front Office Manager should be one of the most knowledgeable people in the club on Peoplevine.
- Team Leadership and Development: Lead, inspire, and mentor staff to maintain exceptional service standards and facilitate proper onboarding training for new hires. Conduct interviews, hire staff, and identify talent gaps within the team. Host regular staff meetings and training sessions to develop and enhance staff skills. Provide counseling and disciplinary action when necessary, in alignment with company policies. Manage team schedules and timekeeping.
- Communication and Reporting: Communicate daily events, guest lists, VIP arrangements, Programming within the club. Maintain prompt and professional correspondence to address all guest and staff inquiries swiftly. Uphold the highest standards of customer service and effectively track and report all member and guest disputes and claims.
- Member Services and Member Relations: Work with Membership to ensure all new hired agents are properly onboarded, trained, and provided with the knowledge and tools required to be successful in their role. Act as a team influencer and mentor, providing satisfactory experiences for all members and guests. Positively influence productivity and assist fellow teammates with incoming inquiries by providing solutions or resources to support their overall success. Collaborate with the membership team to ensure new members receive essential items upon arrival, including:
- Access fob
- Physical member card
- App setup guidance
- Reservation-making capabilities
- Club contacts information
- Notify the membership team promptly about new member arrivals to facilitate warm welcomes, especially for members who arrive unexpectedly. Report to Membership team/ops team any behavioral or rule-breaking incidents involving members and/or guests.
Examples include:
- Individuals claiming membership to gain access without authorization
- Unauthorized guests exceeding the allocated guest count
- Instances of improper conduct, such as verbal aggression towards front desk staff
- Ensure accurate logging and documentation of reported incidents
- Concierge Duties: Expert in performing all concierge duties including booking cars, tickets to shows, restaurant reservations, spa reservations, etc. Expert in discussing Living Room amenities, partnerships, and about our F&B concepts. Work closely with F&B if any reservations or events are being required from members.
- Administrative Support and Member Services: Answer incoming emails and inquiries via various digital portals accessible to members and guests, and handle printing/scanning documents for guests. Handle outreach to club reception, front desk, housekeeping, membership, and other departments regarding updates on hours of operation, reservation restrictions, and workflow changes. Assist with managing accounting-related inquiries such as sending folios, fielding disputes, billing, receipts, refund requests, walkout retrievals, and safekeeping of lost credit cards.
The Ideal Candidate has:
- A passion for delivering exceptional hospitality experiences that exceed guest expectations and leave a lasting impression.
- An understanding of the importance of creating a welcoming and efficient front office environment that reflects the values and standards of the organization.
- Strong organizational and multitasking skills, including attention to detail.
- The ability to effectively lead and inspire a team to deliver outstanding service while maintaining professionalism and composure in challenging situations.
- Experience in managing front office operations, including but not limited to, guest services, concierge, and staff training and development.
- The ability to understand subtle social cues when interacting with members and high profile members, guests and talent.
Requirements
- Minimum of 3+ years of proven experience in managing Front Office operations.
- Proficiency in PeopleVine, TripleSeat, and Google Suite is essential.
- Strong attention to detail with the ability to multitask effectively in a fast-paced environment.
- Customer service-focused mindset with exceptional verbal and written communication skills.
- Willingness to work a flexible schedule, including evenings and weekends as required.
- Bilingual language skills are advantageous.
- Preferred: Degree in Hospitality or related field.
Benefits
Why Join
- 100% Healthcare coverage including Dental and Vision, it’s part of our commitment to you
- Wellness Benefits for a balanced lifestyle
- Competitive 401k match for your financial future
- Unlimited PTO for salaried members, because you deserve it
- Career Growth opportunities that empower you
- Learning & Development for your growth with us
- Fun and Exciting Team Member Events that build bonds
- Free Team Member Meals to fuel your creativity
If you are a creative, passionate individual with a strong work ethic, ability to wear many hats, and you are skilled in executing events at the highest level, we want to hear from you. Join our team and help us take our members on a journey of discovery through art, design, and culture.
Live better, leave better - be you.
