Club Concierge Manager

Discovery Land Company•Coeur d'Alene, ID

3d•Onsite

About The Position

As the Club Concierge Manager, you will play a key role in creating and delivering the Gozzer Ranch Experience. This position is responsible for leading the Concierge team while providing exceptional, personalized service to members and their guests. The Club Concierge Manager serves as a resource for both members and employees, ensuring requests are handled thoughtfully, efficiently, and with a high level of attention to detail. This role requires a hands-on leader who is organized, proactive, personable, and passionate about hospitality. The Club Concierge Manager should lead by example, foster strong relationships across departments, and consistently look for opportunities to elevate the member experience. You may be asked to perform additional duties outside of your primary areas of responsibility based on business needs. In all aspects of your work at Gozzer Ranch, we expect passion, professionalism, and behavior that embodies our company values: • PEOPLE ARE OUR PRIORITY • WE RESPECT PEOPLE, PLACES, AND CULTURES • WE DO THE RIGHT THING • WE BELIEVE IN HAVING FUN

Requirements

Previous experience in luxury hospitality, concierge services, guest relations, Club operations, or a similar service-oriented environment.
Exceptional interpersonal and communication skills.
Strong organizational skills and exceptional attention to detail.
Ability to prioritize multiple tasks and manage changing demands in a fast-paced environment.
Ability to anticipate needs, solve problems, and exercise sound judgment independently.
Ability to build positive relationships with individuals with a wide variety of personalities and backgrounds.
Strong computer skills and the ability to learn and utilize Club-specific software and technology.
Ability to write clear, professional, and concise emails and other written communications.
Ability to understand and execute verbal and written instructions independently.
Ability to maintain composure and professionalism in high-pressure situations.
Ability to work collaboratively and effectively with all departments and levels of Club leadership.
Ability to maintain confidentiality and exercise discretion when handling member information.
Commitment to providing exceptional service and creating memorable member experiences.
Ability to work weekends, holidays, mornings, evenings, and extended hours as required by business needs.
Ability to work in varying weather conditions and temperatures, including both indoor and outdoor environments.
Ability to perform light physical tasks, including exerting up to 25 pounds of force on a frequent basis and up to 75 pounds on an occasional basis, independently or with assistance.
Ability to perform physical activities including grasping, lifting, reaching, crouching, walking, sitting, and carrying.
Comply with applicable Idaho State health, safety, and wellness regulations and Club policies.

Nice To Haves

Previous leadership or supervisory experience preferred.

Responsibilities

Welcome members and member guests promptly and warmly upon arrival.
Consistently provide personalized, professional, and genuine hospitality.
Anticipate member and guest needs and proactively identify opportunities to exceed expectations.
Create an exceptional member experience by demonstrating authentic Gozzer Ranch hospitality and brand behaviors.
Take personal ownership of member and guest requests from beginning to end, ensuring follow-through and timely communication.
Develop a strong understanding of member preferences, interests, and expectations to create a highly personalized experience.
Serve as a knowledgeable resource for Club amenities, activities, events, dining, transportation, and outside experiences.
Resolve member and guest concerns with professionalism, urgency, and sound judgment.
Build and maintain positive relationships with members, guests, and fellow employees.
Lead, coach, and support the Concierge team to ensure consistent service standards and operational excellence.
Set clear expectations for the Concierge team and hold team members accountable to Club standards.
Train and mentor Concierge team members in service standards, Club knowledge, systems, and procedures.
Create a positive, collaborative, and supportive team environment.
Work intentionally to include and support ALL Gozzer Ranch employees.
Maintain strong and respectful working relationships across all Club departments.
Communicate effectively with leadership and other departments to ensure member requests are handled seamlessly.
Assist other departments with setup, events, and service needs when appropriate.
Lead by example and consistently demonstrate the behaviors and values expected of the Gozzer Ranch team.
Oversee the daily operations of the Concierge department, ensuring all member requests and responsibilities are completed accurately, efficiently, and to the highest service standards.
Manage Concierge coverage, priorities, and workflow in partnership with the Director of Member Services.
Assist with scheduling, staffing, onboarding, and training of Concierge team members as needed.
Ensure the Concierge team maintains a thorough knowledge of Club operations, amenities, programming, policies, events, and seasonal offerings.
Assist the Concierge team with reservations and arrangements, including dining, Kids Camp, wakesurfing, boat transportation, Club events, outside vendors, cakes, balloons, and other member requests.
Develop and maintain strong relationships with members and their families, taking the time to understand and anticipate their preferences, interests, and needs.
Take ownership of member requests and concerns from start to finish, ensuring timely follow-up, communication, and resolution.
Coordinate with internal departments and outside vendors to seamlessly fulfill member and guest requests.
Serve as a key point of communication between Member Services and other Club departments to ensure important member information, arrivals, events, VIP experiences, and special requests are communicated effectively.
Maintain organized systems, checklists, and processes to ensure consistency and prevent tasks from being overlooked.
Complete and oversee opening and closing procedures, as well as daily and weekly side work.
Maintain and regularly update the Member App with current Club information, programming, hours of operation, events, and other relevant member communications.
Assist with maintaining and managing the Club calendar, ensuring events, activities, reservations, and important Club dates are accurate, current, and properly communicated.
Assist with preparing and distributing weekly Club communications and other member-facing materials, ensuring information is accurate, timely, and aligned with Gozzer Ranch standards.
Maintain a working knowledge of member billing processes and stay current on billing-related information, policies, and procedures to effectively assist members and communicate with the appropriate departments.
Assist with seasonal planning and preparation, ensuring the Concierge department is prepared for Club opening, closing, peak periods, holidays, special events, and changes in seasonal operations.
Stay ahead of seasonal programming, operational changes, Club hours, events, and member communications to ensure the Concierge team is prepared to support members effectively.
Assist with event preparation, setup, execution, and member greeting as needed.
Work with the Concierge team to develop creative and innovative ideas that enhance member and guest experiences.
Continuously identify opportunities to improve and streamline Concierge processes, systems, and workflows to increase efficiency, enhance communication, and improve the overall member experience.
Take initiative in implementing new processes, tools, and best practices that improve the efficiency and effectiveness of the Concierge department.
Identify recurring operational or member-service challenges and work with leadership to develop solutions and prevent future issues.
Exercise sound judgment when handling member requests, concerns, and unexpected situations, escalating matters appropriately when necessary.
Remain calm, professional, and solutions-oriented when managing challenging or high-pressure situations.
Keep Concierge workspaces and shared areas clean, organized, and professional.
Adhere to all Gozzer Ranch policies, procedures, service standards, and uniform and appearance guidelines.
Perform additional duties and responsibilities as assigned based on Club and business needs.
Communicate clearly, professionally, and promptly with members, guests, employees, leadership, and outside vendors.
Interface with other departments to coordinate member requests and ensure a seamless Club experience.
Provide timely updates and follow-up to members regarding reservations, activities, transportation, events, and special requests.
Ensure important member information and requests are communicated accurately to the appropriate departments.
Maintain a high level of discretion and professionalism when handling member information and preferences.
Support a culture of proactive communication and teamwork throughout the Club.