Concierge - Premium Services

Memphis Grizzlies•Memphis, TN

1d•Onsite

About The Position

The Executive Suite and Club Box concierge is responsible for front line service to Executive Suites and Club Boxes, their guests and VIPs for FedExForum and the Memphis Grizzlies. This role includes greeting, filling requests, and problem-solving during events. The Concierge will monitor and control guest access to the Executive Suite level(s) and premium areas while making sure all our guests’ expectations are met. This role is ideal for someone who is calm under pressure, proactive, and comfortable engaging with VIP guests in a fast-paced, high-visibility environment.

Requirements

High School Diploma or GED.
Three or more years of concierge, hospitality, or service-related experience, with a strong focus on delivering exceptional customer service and guest satisfaction.
Availability to work a flexible schedule, including evenings, weekends, and holidays based on the event schedule (most shifts begin around 4:30 PM; start times may vary).
Strong communication, writing, and interpersonal skills, with the ability to build relationships and collaborate effectively within a team environment.
Strong technical capabilities including experience using Microsoft Office Suite.
A people-first approach, with the capability to engage professionally and confidently with staff, guests, clients, and VIPs at all levels.
An energetic, positive, and self-motivated mindset, paired with a high level of professionalism, poise, and diplomacy in guest-facing interactions.
Ability to multitask and stay organized in a fast-paced, high-energy environment.

Nice To Haves

Knowledge of sports and entertainment, specifically NBA basketball.

Responsibilities

Ensures all guests are greeted upon arrival and first impression standards are met.
Prioritize customer satisfaction by building strong guest relationships, ensuring premium seat clients receive top-quality service.
Learn and understand the layout of FedExForum and direct guests to proper areas of the arena when assistance is needed.
Services and fulfills individual requests with expedience and care.
Responds to all incoming inquiries, suggestions and concerns from guests.
Interacts with our Executive Suite and Club Box guests to make sure all concerns are being taken care of and suggestions are constantly being taken.
Advises, and immediately follows up with maintenance, housekeeping, security and any reported problems or concerns.
Operate and manage the concierge desk (when scheduled) which involves answering the guest services/concierge telephone line, answering questions, redirecting guests as needed, checking tickets for access and using a radio to help guests out as quickly as possible.
Provides management with a brief activity recap at the end of each shift.
Participates in various special events and promotional activities for our Premium Seat clients, as required.
Supervises, maintains and roams designated concierge station during scheduled event time.
Accepts, upon rotation, additional event responsibilities, including liaising with partners (food and beverage partners, security, housekeeping, Ticketmaster, etc.), attending a pre- and post-event briefing.
Maintains a positive, professional and guest-first presence at all times.