Member Concierge

Position Summary:

The purpose of this position is to provide service quality standards that affect member satisfaction to create favorable lasting impressions.

 

Qualifications

Essential Responsibilities:

• Provide a sincere welcome to all members and guests upon entering the club facility;
• Answer the Club’s main phone PBX console and direct all calls properly to the intended destination.
• Provide any needed support services for members/guests while at the club;
• Provide additional support to communications staff
• Provide assistance to the membership and or guests for the following; assist with printing of e-tickets or airplane boarding passes, issuance of guest cards, mailing of letters and or packages
• Expose members to any upcoming events and club additional experiences that they might enjoy
• Anticipate members’ needs and desires; to turn a satisfactory experience into an exceptional one;
• Have knowledge of the club’s daily operations, banquets, functions of the day, hours of operation and surrounding area;
• Provide any and all club printed material for incoming members and or guests;
• Log all activities including member and or guest comments;
• Demonstrate knowledge of local area, attractions, and events of acceptable quality;
• Provide information to members and or guests about the local area to include directions, attractions, transportation, shows, dining venues, dining reservations if requested, dog sitters and childcare;
• Respond to any members’ or guest’s questions or problems in a timely, professional manner;
• Resolve all issues concerning members’ or guest’s complaints/concerns and maintain daily logs;
• Respond to member or guest requests for assistance and information professionally and promptly;
• Deliver messages for members or guests;
• Responsible for taking and distribution of dining room to go orders;
• Coordinate deliveries with other departments.
• Coordinate transportation needs for members and or guests.
• Be available to fill in as needed to ensure the smooth and efficient operation of the club as directed by General Manager or immediate supervisor.
• Performs other related duties as assigned by the direct supervisor.
• Other duties may be assigned as business demands.

 

General Club: Promotes and applies teamwork skill at all times; Notifies appropriate individual promptly and fully of problems and/or unusual matters of significance; Promotes a high standard of excellence; Is polite, friendly, and helpful to members, guests and fellow team members; Attends appropriate club meetings and training sessions; Executes emergency procedures in accordance with club standards; Complies with required safety regulations and procedures; Complies with club standards, policies and rules; Remains current with club information and changes; Complies with club uniform and grooming standards;

Knowledge and Skill Requirements:

• Familiarity with Word, Excel and PowerPoint
• Excellent communication skills
• Excellent phone etiquette and following standard procedures consistently
• Have knowledge how the emergency fire alarm system operates at the Club
• Excellent customer service skills
• Be familiar with the local community, area and region
• Good problem solving skills
• Good organizational skills
• Good time management skills
• Ability to read and comprehend simple instructions
• Ability to effectively present information in one-on-one situations with members, guests and or employees in various situations

Physical Requirements:

• Requires extended period of time sitting, working at a computer
• Be physically able to lift, reach, bend and stoop
• Be able to safely lift objects weighing up to 20 pounds

 

Education & Work Experience Requirements:

• Two to three years of related experience and/or training; or equivalent combination of education and experience.