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 Clubs values of Warm Welcomes Magic Moments and Fond Farewells ensuring every interaction enhances member satisfaction and loyalty.

Key Priorities

The Concierge serves as the liaison for members and guests creating outstanding first impressions with personalized greetings and seamless service. Responsibilities include managing phone calls reservations and emails addressing inquiries and providing fond farewells. This role is essential in fostering meaningful connections by promoting club events and services providing detailed information on facilities and encouraging participation in activities. Additionally the Concierge supports member experience initiatives such as making outbound calls to new and at-risk members assisting with social media and member communications following up on reservations recognizing birthdays ensuring name recognition and sending event invitations to enhance engagement. By delivering exceptional experiences and ensuring member satisfaction the Concierge plays a vital role in upholding the clubs commitment to exceeding members expectations.

Reporting Structure

• Reports to the Member Experience Director

• 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 a thorough resolution of each inquiry.
• Deliver exceptional business and concierge services to members and guests guiding them to destinations within the club and creating 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.
• 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 clubs 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 to maintain accurate and comprehensive records.
• Create and update events and relevant information on the MemberFirst platform ensuring accessibility and accuracy.
• Prepare and print personalized welcome tents birthday and anniversary cards to ensure members feel recognized and valued during their club visits.
• Maintain up-to-date member profiles including personal preferences and special occasions.
• Communicate any known members allergies or dietary restrictions to the restaurant team ahead of reservations to ensure a safe and enjoyable experience.
• 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.

Additional Duties

• Due to the dynamic nature of the club employees are expected to 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 a commitment to excellence in interactions with members colleagues and staff.
• Follow safe working practices ensuring compliance with safety guidelines and encouraging others to do the same.
• Take the initiative in personal and professional growth and maintain any required certifications relevant to your role.
• Address and resolve challenges using available resources working with regional and corporate teams to support club operations.
• Attend daily briefings and actively engage in required activities to stay informed and contribute to the teams success.

Required

• High school diploma or equivalent.
• A minimum of 1 year of experience in the hospitality industry or a similar customer-facing role.
• Possess a 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.

Preferred

• 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 listing 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.

• 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.

Primary Tools/Equipment

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

Work Schedule

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

What We Offer

We believe in taking care of our team and our Total Rewards package reflects that commitment. Your actual base pay will be determined by your skills experience education location andif youre in a non-exempt rolehours worked. While not all roles at Invited are full-time those 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)