Assistant Reception Manager

Maxime’s is the newest opening from the club owner and entrepreneur Robin Birley; owner of prestigious private member’s clubs 5 Hertford Street and Oswald’s in London.

Opening in the early 2025, Maxime’s is located on Madison Avenue, New York on the site of the former Westbury Hotel and will continue the long-established Birley family legacy of providing an exceptional private club experience for our members and guests.

Maxime’s mission is to deliver excellence in service standards. Exhibiting passion for what we do, within the values of who we are. Inward looking rather than outward projecting. A club of comfort and discretion, where members’ needs are met with personality and humility. An environment of stimulating décor, celebrating outstanding food and extraordinary wine. Our members will feel that they are in a private house, being looked after with the utmost care and professionalism by friendly and attentive staff.

Maxime's is seeking a friendly and professional Assistant Reception Manager to join our team. Reporting to the Reception Manager, the Assistant Reception Manager for Members and their guests, providing exceptional customer service and ensuring a positive experience. Your role will involve assisting members with their needs, maintaining security protocols, and creating a welcoming atmosphere.

Essential Duties & Responsibilities

• Ensuring the smooth and efficient running of the reception area at all times whilst on shift.
• Supervising the team and ensuring the highest standard of customer service is upheld at all times.
• Ensuring all members are welcomed to the club using the appropriate greeting eg title, name etc.
• To enforce the rules of the club whilst dealing with members in a friendly and professional manner.
• To ensure all club rules set out in the member handbook are adhered to by our members.
• To ensure the dress code is adhered to at all times and advising members and their guests accordingly.
• To ensure all members and their guests are accounted for in the signing-in system by the team and all other guests of management/trades people are verified and logged before entry.
• Monitoring all bookings, guest lists, function sheets etc to for accuracy before the start of each service.
• Leading a shift briefing at the start of the day shift / start of the evening shift to ensure the team are fully informed about the service ahead; including duties and locations of the team during the shift, covers in each restaurant, functions and events, focus for the shift and any other relevant information.
• Liaising regularly with all departments to ensure the team remain fully informed about member movements, issues, changes to guest lists etc.
• Ensuring the team direct people to the relevant areas on arrival at the club and uniting members with their guests.
• Overseeing all general enquiries, emails and messages and ensuring they are dealt with appropriately.
• To carry out a head count of all members and guests at 2am on Thursday, Friday and Saturday.
• Ensuring the reception team deal with any lost property queries, liaising with the member or guest when necessary.
• Ensuring the cloakroom is fully equipped and organised.
• Enforcing the staff grooming policy for reception, ensuring uniforms are in perfect condition, ordering and arranging repairs, cleaning etc. when needed.
• To attend any management meetings when necessary.
  
  

People Management

• Overseeing the recruitment of the reception team in collaboration with HR.
• Managing the training and integration of new employees and reviewing their progress on a regular basis, including completing probation period reviews and one to ones.
• Holding regular team meetings to ensure full communication is maintained
• Completing all staff appraisals on an annual basis.
• Managing the performance of the team including monthly meetings.
• Leading, monitoring, motivating and inspiring the team; providing guidance and support.
• Reviewing existing standards and procedures and implementing new best practices to ensure a seamless delivery of reception services and customer service.
  
  

Reception ambiance

• To ensure the Reception area is kept clean and tidy at all times.
• To ensure the heating, lighting and music are at the correct levels to preserve the correct ambience in reception.
• Ensuring the team monitor the weather and open or close canopies as required
• All alarms in the reception area are to be monitored and dealt with as necessary.
  
  

Candidates Can Expect

• Professional work collaboration with experts in the food and hospitality field
• Opportunity to work with a exceptional products and in unique environments
• To be part of a growing team and regularly engage together in cross- company dialogue and exchange
  
  

Administration

• Creating the reception rota on a weekly basis, reviewing the weekly function sheets to ensure staffing levels are sufficient for the business.
• Releasing the rota to the team on a timely basis; by at least Thursday of each week.
• Managing holiday requests and the holiday calendar ensuring these are in line with club’s closure dates and current holiday requests procedure.
• Ensuring the team order all stationary including signing in sheets, cloakroom tickets and specialist items needed on the front desk.
• Completing all HR and payroll paperwork and authorizations as per deadlines.
  
  

Compensation And Benefits

• Comprehensive benefits plan, including medical, dental, vision and life insurance.
• Generous paid time off programs (vacation and personal days).
• 401k retirement savings plan with company match.
• Pre-tax commuter benefits.
• Work life and wellness benefit platform.
• Discount program offering Retail, Restaurants & Activities discounts.
• Freshly prepared Staff Meal whilst on duty.
• Uniform and dry cleaning provided.
• & more!
  
  

Position Requirements

• Demonstrated knowledge of general directions, travel times and access points to various forms of transportation.
• Excellent customer service skills, with a friendly and approachable attitude.
• Strong communication skills, both verbal and written.
• Familiarity with reception or front desk operations and procedures is beneficial, but not required.
• Previous experience working in a guest relations or hospitality setting preferred.
• The ability to speak multiple languages is always welcomed.
• Knowledge of phone systems and proper phone etiquette, or ability to learn.
• Ability to handle difficult situations calmly and professionally.
• Strong attention to detail, observational, and organizational skills.
• Able to work well in a team environment
• Able to multi-task and always remain composed
  
  

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Ability to stand for up to 8-10 hours a day in external weather.
• Flexibility to work varied hours/days based on business needs, including nights, weekends and/or holidays, is required.
• Ability to move or handle equipment generally weighing up to 50 pounds.
• Ability to operate with grace under pressure.
• Ability to be flexible with job demands and open-minded when being asked to complete tasks.
  
  

Maxime’s is proud to be an Equal Opportunity Employer. We do not discriminate on the basis race, color, creed, religion, gender (including gender identity and expression), sexual orientation, marital status, pregnancy, childbirth or related condition, sexual and reproductive health decisions, ancestry, national origin, citizenship, age, disability, military or veteran status, genetic information or predisposing genetic characteristic, status as a victim of domestic violence, sexual violence, or stalking, or any other legally protected status.