Concierge

About the role

The Concierge is an essential member of the Member Experience team, dedicated to delivering exceptional service and creating unforgettable moments for club members before, during, and after each visit. The role manages phone calls, reservations, and emails, addresses inquiries, and fosters connections that make members feel valued and appreciated. The Concierge also supports outreach to new and at‑risk members, promotes club offerings, assists with social media and member communications, and contributes to various member experience initiatives.

Responsibilities

• Provide a warm welcome and fond farewell to members and guests, ensuring a positive first and ongoing impression.
• Answer every call with a friendly tone, offering prompt assistance and thorough resolution of inquiries.
• Guide members and guests to club destinations and create memorable experiences through “magic moments.”
• Inform members and guests about club services, amenities, upcoming events, and room locations both in person and over the phone.
• Assist with member communications, including social media efforts, newsletters, and event announcements.
• Make outbound calls to new and at‑risk members to ensure engagement and retention.
• Manage reservations for club programs, dining, and services; confirm reservations proactively.
• Promote upcoming events, assist with event registration, and follow up to encourage participation.
• Update the website calendar, manage the message‑on‑hold system, and maintain accurate records in the M360 system.
• Create and update events on the MemberFirst platform.
• Prepare and print personalized welcome tents, birthday, and anniversary cards.
• Maintain up‑to‑date member profiles, including preferences and special occasions.
• Communicate member allergies or dietary restrictions to the restaurant team ahead of reservations.
• Keep the lobby, workstation, front entrance, and restrooms clean and well‑stocked with supplies.
• Assist colleagues with additional tasks as needed and follow all company, club, and department policies.
• Adhere to safe working practices and encourage compliance among team members.
• Participate in daily briefings and engage in required activities to stay informed.

Requirements

• High school diploma or equivalent.
• Minimum of 1 year of experience in the hospitality industry or a similar customer‑facing role.
• Service‑oriented mindset with the ability to make every member and guest feel valued.
• Friendly, personable demeanor with a positive, can‑do attitude.
• Professional and welcoming phone etiquette.
• Positive attitude and collaborative team spirit.

Preferred qualifications

• Strong communication skills across verbal, written, phone, text, and social media channels.
• Proven ability to work well under pressure and manage multiple tasks simultaneously.
• Excellent organizational skills with keen attention to detail.
• Exceptional listening skills and ability to understand and respond to member and guest needs.
• Proficiency in Microsoft Office (Word, Outlook, Excel).
• Effective multitasking, time‑management, and prioritization abilities.

Physical requirements

• Ability to stand, walk, and perform physical activities for extended periods.
• Capability to work in varying temperatures and environments, with potential exposure to dust, fumes, or gases.
• Ability to climb ladders, squat, kneel, reach, grasp, twist, bend, and fold/unfold as required.
• Effective communication skills with sufficient visual acuity, including talking and hearing.

Tools and equipment

• Computer and keyboard
• Telephone
• Copier
• General office supplies

Schedule

Attendance is required according to the weekly schedule, which includes weekends and/or holidays. Additional hours may be needed to meet position deadlines.

Benefits

• Medical, dental, and vision coverage
• Life insurance
• Short‑term and long‑term disability insurance
• 401(k) retirement savings plan
• Generous paid time off and leave programs (including statutory time off for part‑time team members)