Concierge

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. Through a commitment to personalized service and attention to detail, the Concierge embodies our Club’s values of Warm Welcomes, Magic Moments, and Fond Farewells, ensuring every interaction enhances member satisfaction and loyalty.

Responsibilities

Provide a warm welcome and fond farewell to members and guests; Manage phone calls, reservations, and general emails; Address inquiries and ensure thorough resolution; Inform members and guests about club services, amenities, upcoming events, and room locations; 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; Support member experience initiatives and promote club offerings; Maintain up-to-date member profiles and prepare personalized welcome tents, birthday, and anniversary cards; Communicate known member allergies or dietary restrictions to the restaurant team; Maintain a clean and welcoming lobby, workstation, front entrance, restrooms, and surrounding areas

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, demonstrating a willingness to go above and beyond to deliver an exceptional member experience; Professional and welcoming phone demeanor; Positive attitude with a collaborative team spirit; 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

Nice to have

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

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; Time off as required by applicable law is also provided for part time team members