Front Desk at URBN Playground

Front Desk Associate

OVERVIEW

As a Front Desk Associate, you are the first point of contact for people when they enter the building. Your role requires a flair for hospitality and customer service, providing the best possible experience for customers as you check them in, process credit card and cash payments, and assist with any questions they might have. You will need to handle questions and problem-solve effectively while making guests feel welcome, heard, and valued.

YOUR MISSION

To assist customers (whether residents, members, or guests) with checking in, booking classes and lessons, making payments, and any other membership or amenity related questions they have, while providing excellent customer service and maintaining the URBN Playground reputation.

WHAT YOU’LL DO

• Deliver amazing customer service by having a hospitality-focused, customer-first mindset
• Set up / pack down equipment (e.g. cash registers / boxes, devices) at open / close times
• Check members in as they arrive to use the amenities or for classes / lessons
• Assist residents with the URBN Playground app to make their reservations and purchases
• Utilize URBN software to manage reservations and bookings, handle messaging through the app.
• Ensure security of cash registers / cash boxes at all times during shift
• Count starting amount of money at the start of shift
• Balance cash at the end of the shift and complete cash drop form
• Process guest passes or current promo codes from periodic marketing campaigns
• Answer phone calls and e-mails and escalate queries as needed
• Supervise other staff on shift as needed (e.g. porters) to ensure amenities run smoothly
• Hold a set of keys and open and lock gates and doors as needed
• Know what events or lessons are going on and be able to answer questions about them

• Liaise with key people (e.g. trainers, event planners, Lifestyle Director, pool operator) to ensure smooth operations of all the above

YOU’RE GOOD AT

• Getting things done
• Keeping track of many things at once and paying attention to detail
• Remembering customers’ names and making them feel welcome
• Diffusing customer complaints and solving problems
• Working independently with minimal supervision
• Handling phone calls and e-mails in a professional and efficient manner

• Building relationships with customers and key vendors

BROWNIE POINTS

• Prior experience in a sales-related job
• Prior experience in a hospitality position

• Familiar with property management software