Club Desk Agent

Leisure Sports, Inc. • Aliso Viejo, CA

102d

About The Position

The Club Desk Agent is responsible for creating great first and last impressions for members and guests while controlling club access. This role involves answering incoming telephone calls promptly and handling them professionally, being aggressively hospitable to members and guests, and tracking member usage and guest registrations. The agent will enforce club policies, assist members with account changes and billing questions, and support the Service Desk Supervisor with administrative duties and projects. Staying informed about current sales, marketing promotions, club programming, and special events is also essential.

Requirements

• Personable and friendly demeanor.
• Obsession with member service.
• Team player with leadership skills.
• Professionalism and responsibility.
• Enthusiasm and achievement orientation.
• Strong communication skills.

Responsibilities

• Enthusiastically greet and check in members as they enter the club, tracking and controlling club usage.
• Welcome guests to the club and initiate the registration process, ensuring guest cards are filled out completely.
• Contact the Membership department and ensure a professional hand-off to the Sales Rep, collecting guest fees as applicable.
• Offer a parting wish to all members and guests as they exit the club.
• Keep the Service Desk and lobby area neat, clean, and uncluttered.
• Know and understand all Member Service and Facility Walkthrough and Core Value Quick Check standards as they apply to the Service Desk and lobby areas.
• Handle point of sale transactions and billing payment drop-offs, collecting and recording fees.
• Handle court, tanning, and massage reservations accurately, adhering to club policies regarding advance reservation times.
• Handle changes to member accounts, including payment methods and downgrades.
• Handle member cancellation requests when the Service Director and Service Desk is unavailable.
• Answer incoming telephone calls when the club operator is not on duty, transferring calls professionally and efficiently.
• Assist the Programming department by taking activity registration messages or requests when the Activities Desk is closed.
• Assist with club administrative duties such as mailings and telephone campaigns.
• Serve as a resource for club members with questions about club policies, programs, or services.
• Deliver Service Signatures, 'Welcome Ritual', 'Confirm & Repeat', and 'Parting Wish' consistently.
• Promote club events and programs to members as they check in.
• Maintain a supply of folded towels at the Service Desk and fold towels for the Housekeeping department when requested.
• Perform other responsibilities or projects as assigned by the Service Desk Manager.

What This Job Offers