Reception Lead

Upstairs, our clubhouse is dedicated to Intelligent Leisure, with three floors of dining, cultural programming, and spaces for our members to spend their free time intentionally and well. From our traditional sit-down restaurant to the vinyl listening room, there’s a little something special for every personality. Down at Bedrock, the club’s fitness and wellness destination, we’ve cultivated a hub of Physical Culture–two levels of premium gym facilities, aquatics, spa, and recovery experiences. Together, Moss and Bedrock create a holistic environment where members can move, restore, and connect in a refined, community-focused setting.

• Maintain a consistent presence at all levels of the club and provide additional support across all areas as needed to ensure seamless service.
• Take ownership of assigned service zones during shifts and communicate cross-functionally with management and team leads to resolve member needs and ensure a cohesive club experience.
• Check in members and guests, process financial transactions, and manage front-of-house duties.
• Connect with members, prospective members, and partners throughout the day to ensure relationships are built and maintained.
• Support onboarding, engagement, and communication with members and applicants.
• Maintain CRM records and track all touchpoints.
• Update membership statuses and ensure notes are accurate and complete.
• Share relevant insights and data with cross-functional teams to enhance strategy and operations.
• Provide operational support for tours, activations, and special events.
• Support Membership Sales with CRM maintenance, onboarding coordination, and pipeline tracking.
• Participate in prospect calls, walkthroughs, and onboarding meetings as required.
• Work all scheduled shifts including early mornings, evenings, weekends, and holidays as operationally needed.
• Oversee all Reception colleagues to ensure that relevant information is being shared, trainings are implemented, communication is open and constant learning is taking place.

• Liaise with Spa, Events, F&B, Concierge, and other internal departments.
• Support department and club-wide projects as needed.

• 2-3 years experience in hospitality, guest services, or membership-driven environments preferred, with past roles in leading a small team
• Strong communication skills and confidence in client-facing settings
• Comfort with digital systems and a willingness to learn CRM platforms
• High level of attention to detail, organization, and discretion
• Collaborative, thoughtful, and energized by a fast-paced environment
• Warm, professional, and guest-focused demeanor.
• Flexible schedule with availability to work evenings and weekends.

• Ability to build effective relationships and communicate across a variety of nuanced relationship dynamics, adapting to diverse audiences.
• Leadership qualities to help hire, train and onboard new candidates
• Exceptional & eloquent interpersonal and communication skills, both written and verbal.
• Strong sales and marketing acumen with a member-focused approach.
• Ability to operate with grace under pressure.
• Discretion, sound judgment, and comfort operating in a high-accountability, high-touch environment.

This job description is intended to describe the general requirements for the position. It is not a complete statement of duties, responsibilities, or requirements. Other duties not listed here may be assigned as necessary to ensure the proper operations of the company.

Moss is proud to be an equal opportunity workplace that seeks to recruit, develop, and retain the most talented people from a variety of backgrounds, perspectives, and skills. We therefore encourage applications from all genders, races, religions, ages, and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.