Job Summary

• Reports to the Member Experience Director

Day to Day

• 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 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 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 member’s 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 team’s success.

About You

• 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.

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.

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.

• 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)