Agent Services Manager Jobs in Washington (NOW HIRING)

A leading premier private club in Washington DC is offering a great opportunity for you to continue your career growth.  The ideal candidate must multi-task effectively and accurately, work with high attention to detail, and offer creative above and beyond hospitality.

The Member Services Manager leads the daily operation of the Club's Front Desk team while serving as a hospitality ambassador for members and guests. This position ensures exceptional service, maintains operational excellence, develops front desk staff, and oversees scheduling, payroll, and training. 

Essential Functions

• Perform the daily operation tasks of the front desk and supervise team members
• Coach, train, and develop front desk staff to deliver exceptional hospitality and service
• Create and maintain staff schedules while ensuring adequate coverage for vacations, callouts, and business demands
• Serve as a resource for resolving member, guest, and staff concerns in a professional and timely manner
• Monitor front desk operations to ensure service standards, appearance, accuracy, and efficiency are consistently maintained
• Review and verify the quality, professionalism, and accuracy of staff email correspondence, letters of introduction, and member communications
• Complete front desk payroll accurately and submit payroll on established deadlines
• Assist with ongoing training, development, and performance feedback of front desk team
• Maintain reciprocal club correspondence and visitation records
• Verify hotel reservations, dining reservations, Club events, and special requests are accurate and prompt
• Oversee front desk team to ensure that they are compliant with daily cash procedures
• Monitor inventory of retail merchandise and front desk supplies
• Maintain accurate records for lost and found items
• Coordinate with Housekeeping and other departments to ensure the front entrance, lobby, Governors Room, Correspondence Lounge, and front desk areas remain clean, organized, and member-ready
• Accountable for front desk training manuals, performance feedback, and SOPs
• Ensure Club policies, by-laws, dress code, and electronic device policies are consistently enforced with professionalism and discretion
• Follow all Club safety, emergency, and security procedures
• Perform any additional duties assigned by leadership to support Club operations

Experience & Qualifications

• 2+ years progressive experience as a front desk agent in a luxury hotel or equivalent
• High school diploma/GED required; four-year college degree in Hospitality preferred
• Previous experience serving distinguished clientele
• Exceptional interpersonal, communication, member service, and conflict resolution skills
• Strong organizational skills with the ability to multitask and delegate
• Success in a team environment – demonstrated ability to work well with others
• Able to use a computer and be proficient in Microsoft Word & Microsoft Excel
• Able to write, speak, comprehend, and converse proficiently in English, the official language of the Club

 Professional Standards

• Exhibit integrity, discretion, critical decision making, and sound judgment
• Foster a positive, collaborative, and harassment-free work environment
• Behave in a respectful, civil, and ethical manner
• Maintain a clean, professional appearance consistent with grooming and attire standards
• Uphold the traditions, standards, and culture of a The Metropolitan Club

Physical Requirements

• Able to complete physically demanding tasks with efficiency
• Able to stand for up to 8 hours, walk, climb stairs, balance, stoop, kneel, crouch, bend, stretch and twist
• Able to lift 40-50 pounds frequently

Work Schedule & Availability

• Full-Time Status | Open availability required including overnight, nights, and weekends
• Flexible schedule availability required to accommodate fluctuations in business volume
• Weekend availability required to accommodate Club events throughout the year

 Benefits (Eligible following 90-day introductory period)

• Vacation (accrued) and sick pay
• Medical, dental, and vision plans
• Life insurance and accidental death insurance
• Long-term disability
• Flexible spending account
• Retirement plans (401 k with matching)
• Employee assistance program
• Educational assistance

 Additional benefits include:

• Professional development
  
• Christmas gift
• Star employee of the quarter award
• Employee of the year award

The Metropolitan Club of the City of Washington

The Metropolitan Club was organized in 1863 for literary and social purposes and for the

mutual improvement of its members. The continuing aim of the Club is to provide a

place where members can pursue these objectives and to which they want to come

frequently for relaxation and enjoyment.