Job DescriptionJob Description
Job Title:Hospitality Manager
Location:Oxford Athletic Club – Wexford, PA
Schedule:Must be available to attend all member events and work at least one weekend day.
Salary:$45,000–$50,000 annually
Position Summary
Oxford Athletic Club, Pittsburgh’s premier health and wellness destination, is seeking a service-driven Hospitality Manager to elevate and maintain our high standards of member experience. This key leadership position is responsible for overseeing Member Services, managing Front Desk operations, leading customer service training initiatives across all departments, and proactively engaging with members to ensure timely follow-up and issue resolution.
Key Responsibilities
1.Member Services Oversight
• Ensure a consistently exceptional member experience through personalized service and proactive engagement.
• Ensure Member Services team members are consistently following up on member requests and inquiries.
• Address and resolve member concerns quickly and professionally, acting as the front-facing leader in troubleshooting issues.
• Develop new ways to engage members and enhance overall satisfaction and loyalty.
• Collaborate with department heads to ensure seamless service and communication across all touchpoints.
• Support planning, setup, and execution of all member events and club programming.
• Ensure all member requests and issues are addressed and resolved in a timely and effective manner.
2.Front Desk Operations
• Lead the Front Desk team, ensuring all staff deliver a warm, professional, and efficient welcome.
• Ensure the Front Desk has the most up-to-date information regarding all club events, programs, and operational changes.
• Host morning and evening huddles to ensure all front-line staff are informed, aligned, and set up for success.
• Host weekly Front Desk team meetings to review performance, updates, and upcoming priorities.
• Manage scheduling, performance reviews, and daily operations of front desk personnel.
• Maintain and enforce club policies, service protocols, and brand standards.
• Ensure the physical space reflects the premium quality and cleanliness associated with Oxford Athletic Club.
3.Customer Service Training & Culture
• Develop, implement, and lead a club-wide customer service training program.
• Provide regular coaching and support to team leaders and front-line staff.
• Cultivate a culture of hospitality and excellence in every department.
• Ensure that all departments uphold the club’s service standards consistently.
Requirements
• Minimum 2–3 years of experience in hospitality, customer service management, or member services.
• Must have formal customer service training
• Proven ability to lead teams, drive service culture, and resolve issues with professionalism.
• Available to work at least one weekend day and attend all member events.
• Strong communication, leadership, and problem-solving skills.
• Passion for health, wellness, and delivering exceptional member experiences.
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