Lead Concierge | Part-Time | Carolina Club UNC Alumni

Position Summary

The Lead Concierge will play an integral part of the Member Experience Team supporting project work and goals. Creating remarkable experiences for our Club Members before, during, and after every visit. What we prioritize as Warm Welcome, Magic Moments. The Lead Concierge will also be responsible for including greeting and seating guests to assist with dining operations.

Responsibilities

• Speak to members on various topics and promote Member events, gatherings, facilities, services, and experiences.
• Relationship and report building with members and guests.
• Greeting and seating guests to assist with the Club's dining operations.
• Responsible for key ClubLife project work, i.e., execution of Birthday campaigns, reservations follow-up, invitation to signature events, etc.
• Key focus on name recognition and connection with Warm Welcomes and Fond Farewells.
• Direct Members and Guests to their destinations within the club, provide business and concierge services to our Members and be proactive in creating Magic Moments.
• Inform Members and guests of Club services, features, upcoming events, room locations, and amenities both in person and over the phone.
• Aid Members in providing information for and scheduling appointments and reservations for club programs and services in accordance with club standards.
• Maintain the lobby, front entrance, workstation, and other surrounding areas clean and free of debris.
• Ensure supplies that may be needed by Members/Guests are stocked such as pens, notepads, etc.
• Accommodate Member and guest requests for business services, including but not limited to faxing, copying, mailing, and other concierge services, owning the request from start to finish.
• Assist Member Experience initiatives such as, but not limited to, Club Newsletter, Message on Hold, and the website calendar and various other projects including event announcements, outbound calls to Members other marketing collateral to promote Member Services at the Club, always keeping materials current.
• Sign in and seat guests in the dining room.
• Adhere to all company, club, and department standards of operations, policies, and procedures, whether written or verbal.
• Conduct ourselves professionally and respectfully.
• Work safely.
• Arrive to work in a clean and neat uniform and being properly groomed according to Club standards.
• Open, flexible, and adaptable to take care of our Members and Guest changing needs.
• Understand service recovery procedures for Member/Guests. Notify the GM and/or department head(s) of Member/Guest complaints. Rectify by using service recovery procedures as soon as possible.
• Prepared to assume different responsibilities as needed and requested as an essential part of our jobs.

Qualifications

• Minimum of 1 year of experience in the hospitality business or a similar role.
• Service-oriented mindset and be capable of making every guest feel valued.
• A ‘people person’ with a can-do attitude and willingness to go above and beyond to deliver an exceptional Member experience.
• Strong communication skills: verbal, written, phone, text, and social media communications.
• Work well under pressure, coordinating multiple tasks at any given time.
• Strong organizational skills and attention to detail.
• Persistent phone demeanor.
• Exceptional listing skills.
• Comeptent working with Microsoft Office suite, including Word, Outlook, and Excel.
• Adaptable to new technology.
• Have a positive attitude and be willing to work as part of a team.
• A multi-tasker, prioritizing time effectively.
• Strengthened by our Differences. United to Make a Difference At OVG, we understand that to continue positively disrupting the sports and live entertainment industry, we need a diverse team to help us do it. We also believe that inclusivity drives innovation, strengthens our people, improves our service, and raises our excellence.