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. This role focuses on managing phone calls, reservations, and general emails, addressing inquiries, and fostering connections that make members feel valued and appreciated. The Concierge engages members by assisting with outreach to new and at-risk members, promoting club offerings, social media efforts, member communications, and supporting various member experience initiatives.

Responsibilities

• Provide a warm welcome and fond farewell to members and guests, ensuring a positive first and ongoing impression.
• Greet every call with a warm and friendly tone, providing prompt assistance, answering questions, and ensuring thorough resolution of each inquiry.
• Deliver exceptional business and concierge services, guiding members and guests to destinations within the club and creating memorable experiences.
• 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.
• Support member experience initiatives by promoting club offerings and assisting with key projects.
• Manage reservations for club programs, dining, and services, ensuring all interactions align with club standards.
• Conduct proactive phone calls to confirm member reservations for dining and events.
• Oversee the reservation process for the club’s dining facilities, ensuring accurate booking details and timely confirmations.
• Actively promote upcoming events and assist in event registration and follow-ups to encourage participation.
• Contribute to member experience initiatives, including updates to the website calendar and managing the message-on-hold system.
• Ensure all member interactions and outreach efforts are properly documented in the M360 system.
• Create and update events and relevant information on the MemberFirst platform.
• Prepare and print personalized welcome tents, birthday, and anniversary cards to ensure members feel recognized and valued.
• Maintain up-to-date member profiles, including personal preferences and special occasions.
• Communicate any known member’s allergies or dietary restrictions to the restaurant team ahead of reservations.
• Maintain a clean and welcoming lobby, workstation, front entrance, restrooms, and surrounding areas.
• Ensure supplies such as pens, notepads, and other necessities are well-stocked and available for members.
• Assist others as needed and take on additional tasks as assigned by management.
• Follow all company, club, and department policies, procedures, and instructions.
• Maintain a high level of professionalism and commitment to excellence in interactions with members, colleagues, and staff.

Requirements

• High school diploma or equivalent.
• A 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 and personable with a positive, can-do attitude.
• Professional and welcoming phone demeanor.
• Positive attitude with a collaborative team spirit.

Preferred Qualifications

• Strong communication skills across various channels, including verbal, written, phone, text, and social media.
• Proven ability to work well under pressure, effectively managing multiple tasks simultaneously.
• Strong organizational skills with keen attention to detail.
• Exceptional listening skills, with the ability to understand and respond to member and guest needs.
• Proficient in Microsoft Office applications, including Word, Outlook, and Excel.
• Effective multitasker with strong time management and prioritization skills.

Physical Requirements

• Must be able to stand, walk, and perform physical activities for extended periods.
• Ability to work in varying temperatures and environments, with potential exposure to dust, fumes, or gases.
• Capable of climbing ladders, squatting, kneeling, reaching, grasping, twisting, bending, and folding/unfolding as required.
• Effective communication skills with sufficient visual acuity, including talking and hearing.

Tools & Equipment

• Computer
• Keyboard
• Telephone
• Copier
• General office supplies

Schedule

Attendance requirements for this position include weekends and/or holidays as outlined on the weekly schedule. Additional hours are required to meet deadlines of the position.

Benefits

Full-time team members have access to a comprehensive benefits package that includes:

• 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 (time off as required by applicable law is also provided for part-time team members)

For full details, visit www.invitedbenefits.com.