Hospitality Manager

Midtown Athletic Club - Atlanta, GA

Full-time - Mid Level

Atlanta, GA

Amusement, Gambling, and Recreation Industries

About the position

The Hospitality Manager at Midtown Athletic Club is responsible for developing and executing a customer success strategy to enhance the overall member experience. This role focuses on ensuring alignment around delivering exceptional service in a dynamic health club environment, emphasizing communication, relationship building, and operational excellence.

Responsibilities

• Develop and lead the Midtown Voice of Customer team to process customer feedback and resolve issues.
• Create feedback-driven innovation plans and close the loop with members across multiple communication channels.
• Develop and deploy action plans to improve customer onboarding, member retention, and overall engagement.
• Manage a team of hospitality desk associates to ensure high-quality service.
• Establish communication strategies for major initiatives impacting customer experience.
• Collaborate with member support teams to operationalize strategic objectives.
• Build strong internal partnerships with cross-functional teams including Membership, Marketing, and Fitness.
• Monitor and manage Key Performance Indicator trends to foster accountability within the club.
• Lead cross-functional meetings to prioritize customer experience quality.

Requirements

• Mid-level experience in hospitality or customer service management.
• Strong communication and relationship-building skills.
• Ability to develop and implement strategic plans.
• Experience in managing teams and fostering collaboration.

Nice-to-haves

• Experience with customer feedback systems like Hubspot.
• Background in health club or fitness industry.

Benefits

• Full-time position with competitive salary.
• Opportunities for professional development and growth.