Reception Supervisor

Job Summary

Reporting to the Membership & Marketing Director, the Reception Supervisor is responsible for leading the daily operations of Reception and ensuring the delivery of exceptional Member service throughout The Derrick Golf and Winter Club.

As the leader of the Reception Team, the Reception Supervisor is responsible for developing, coaching, mentoring, and supporting Reception employees while fostering a culture of professionalism, accountability, teamwork, and service excellence. This position plays a critical role in shaping the first and last impressions Members, guests, and visitors experience when interacting with the Club.

The Reception Supervisor oversees Front Desk operations, Member services, administrative procedures, staff training, scheduling, access control processes, and Member communications while ensuring the highest standards of confidentiality, discretion, and professionalism are maintained.

To effectively provide leadership and support to all team members, the Reception Supervisor must maintain flexibility and availability to work morning, evening, weekend, and holiday shifts as operationally required.

Duties and Responsibilities

Leadership & Team Development

• Lead, coach, mentor, and support all Reception employees.
• Foster a positive, collaborative, and service-focused team culture.
• Establish and maintain clear expectations regarding professionalism, accountability, attendance, and performance.
• Conduct employee training, onboarding, and ongoing development.
• Provide regular coaching and performance feedback.
• Address employee concerns and performance issues in a timely and professional manner.
• Lead by example through active participation in daily Reception operations.
• Support recruitment, interviews, and employee retention initiatives.
• Ensure consistency of service and operational standards across all shifts.

Member Experience & Service Excellence

• Champion exceptional member service and hospitality standards.
• Build and maintain positive professional relationships with members and guests.
• Ensure Reception staff consistently deliver a welcoming and personalized experience.
• Manage and resolve member concerns, complaints, and service recovery situations.
• Promote a culture of member-focused decision making.
• Identify opportunities to continuously enhance the member experience.

Reception Operations

• Oversee daily Reception operations and workflow management.
• Ensure accurate completion of all administrative processes and procedures.
• Monitor opening, closing, and financial procedures.
• Support membership administration, guest services, program registration, access management, and locker administration.
• Ensure all correspondence, reports, spreadsheets, and documentation are completed accurately and on time.
• Coordinate operational communication between departments.
• Maintain departmental policies, procedures, and training resources.

Scheduling & Staffing

• Prepare and manage Reception staff schedules.
• Ensure appropriate staffing levels are maintained.
• Coordinate shift coverage and scheduling adjustments.
• Support operational needs by working flexible shifts as required.
• Monitor attendance, punctuality, and workplace expectations.

Privacy, Security & Risk Management

• Ensure all member information is handled with the highest level of confidentiality.
• Maintain compliance with Club privacy policies and procedures.
• Oversee member access control and security processes.
• Support incident reporting, investigations, and documentation.
• Ensure staff understand and follow all safety, security, and emergency procedures.

Administrative Responsibilities

• Monitor billing procedures and supporting documentation.
• Maintain inventory and ordering of Reception supplies.
• Review operational reports and departmental records for accuracy.
• Attend management meetings, training sessions, and Club events as required.
• Support departmental projects and organizational initiatives.
• Other duties as assigned.

Qualifications

• Minimum three to five years of supervisory or leadership experience.
• Proven ability to coach, mentor, and develop employees.
• Exceptional customer service and relationship-building skills.
• Strong conflict resolution and problem-solving abilities.
• Excellent communication and interpersonal skills.
• High standards of ethics, professionalism, and integrity.
• Ability to exercise sound judgment and discretion.
• Strong organizational and administrative abilities.
• Proficiency with Microsoft Office Suite and business software systems.
• Experience in hospitality, recreation, private clubs, member services, or a related industry is considered an asset.

Why Work with Us

• Staff meals
• Competitive Wages
• Comprehensive Health and Dental Benefits
• Training & Development
• Pro Shop Discounts
• Employee Recognition Awards
• Diverse and Welcoming Work Culture

Learn more about us by visiting - https://www.derrickclub.com/Our_Club/Testimonials

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