Member Concierge (Administrative)
Position Summary:
The purpose of this position is to provide service quality standards that affect member satisfaction to create favorable lasting impressions.
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.
