Concierge

ClubCorp•Indianapolis, IN

20d

About The Position

The Concierge is an essential member of the Member Experience team, dedicated to delivering exceptional service and creating memorable experiences for club members and guests before, during, and after each visit. The role manages calls, reservations, and general emails; addresses inquiries; and fosters relationships that help members feel valued. The Concierge also supports outreach to new and at-risk members, promotes club offerings, assists with social media and member communications, and contributes to member experience initiatives. Through personalized service and attention to detail, the Concierge upholds the club’s values of Warm Welcomes, Magic Moments, and Fond Farewells, supporting member satisfaction and loyalty. The Concierge serves as a liaison for members and guests, making strong first impressions through personalized greetings and seamless service. The role provides information about club facilities, events, and services; promotes participation; confirms and manages reservations; and supports event registration and follow-up. It also includes maintaining accurate member records, recognizing birthdays and anniversaries, communicating dietary restrictions to restaurant staff, and keeping the lobby and work areas clean and welcoming. The position reports to the Member Experience Director. It requires a high school diploma or equivalent and at least one year of hospitality or comparable customer-facing experience. The schedule follows a weekly work schedule that includes weekends and/or holidays, and additional hours are required to meet deadlines. Physical demands include standing and walking for extended periods, working in varying temperatures and environments, and performing activities such as climbing, squatting, kneeling, reaching, grasping, twisting, and bending.

Requirements

High school diploma or equivalent.
At least 1 year of experience in hospitality or a similar customer-facing role.
Service-oriented mindset and ability to make members and guests feel valued.
Friendly, personable, positive, can-do attitude and willingness to go above and beyond.
Professional and welcoming phone demeanor.
Positive attitude and collaborative team spirit.

Nice To Haves

Strong verbal, written, phone, text, and social media communication skills.
Ability to work under pressure and manage multiple tasks simultaneously.
Strong organizational skills and attention to detail.
Strong listening skills and ability to understand and respond to member and guest needs.
Proficiency in Microsoft Office applications, including Word, Outlook, and Excel.
Multitasking ability and strong time management and prioritization skills.

Responsibilities

Welcome members and guests warmly and provide fond farewells.
Answer calls promptly and courteously, respond to questions, and ensure inquiries are fully resolved.
Provide concierge and business services, guide members and guests around the club, and create positive experiences.
Explain club services, amenities, events, and room locations in person and over the phone.
Assist with member communications, including social media, newsletters, and event announcements.
Make outbound calls to new and at-risk members to support engagement and retention.
Promote club offerings and assist with member experience initiatives and projects.
Manage reservations for club programs, dining, and services in accordance with club standards.
Call members proactively to confirm dining and event reservations.
Oversee dining facility reservations, ensuring accurate booking details and timely confirmations.
Promote events and assist with event registration and follow-up.
Update the website calendar and manage the message-on-hold system.
Document member interactions and outreach in the M360 system.
Create and update events and related information on the MemberFirst platform.
Prepare and print personalized welcome tents, birthday cards, and anniversary cards.
Keep member profiles current, including preferences and special occasions.
Inform restaurant staff of known allergies and dietary restrictions before reservations.
Maintain clean and welcoming lobby, workstation, entrance, restroom, and surrounding areas.
Keep supplies such as pens and notepads stocked and available.
Assist colleagues and take on other duties assigned by management.
Follow company, club, and department policies, procedures, instructions, and safety practices.
Maintain professionalism and excellence when interacting with members, colleagues, and staff.
Pursue personal and professional growth and maintain required certifications.
Address and resolve challenges using available resources and coordinate with regional and corporate teams as needed.
Attend daily briefings and participate in required activities.