Concierge

Invited•Farmers Branch, TX

17d

About The Position

The Concierge is an essential member of the Member Experience team, delivering exceptional service and creating memorable experiences for club members and guests before, during, and after each visit. The role manages phone calls, reservations, emails, and inquiries while building connections 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. As a liaison for members and guests, the Concierge creates welcoming first impressions and provides personalized service, facility and event information, and seamless assistance. The role supports engagement and retention through outbound calls, reservation follow-ups, event invitations, member recognition, and accurate recordkeeping. The Concierge helps ensure member satisfaction and upholds the club’s commitment to exceeding expectations. The position reports to the Member Experience Director. It requires a high school diploma or equivalent and at least one year of hospitality or similar customer-facing experience. The role includes standing, walking, and other physical activities for extended periods, working in varying temperatures and environments, and may involve exposure to dust, fumes, or gases. The work schedule includes weekends and/or holidays, and additional hours are required to meet deadlines.

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, with a willingness to go above and beyond.
Professional and welcoming phone demeanor.
Positive attitude and collaborative team spirit.
Ability to stand, walk, and perform physical activities for extended periods.
Ability to work in varying temperatures and environments, with potential exposure to dust, fumes, or gases.
Ability to climb ladders, squat, kneel, reach, grasp, twist, bend, and fold or unfold items as required.
Communication ability sufficient for talking and hearing, with adequate visual acuity.
Availability to work according to a weekly schedule that includes weekends and/or holidays.
Ability to work additional hours as needed to meet position deadlines.

Nice To Haves

Strong communication skills across verbal, written, phone, text, and social media channels.
Ability to work well 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.
Effective multitasking, time management, and prioritization skills.

Responsibilities

Provide warm welcomes and fond farewells to members and guests.
Answer phone calls promptly and warmly, assist with questions, and resolve inquiries thoroughly.
Provide concierge services, guide members and guests around the club, and create memorable experiences.
Share information about 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 support member experience initiatives and projects.
Manage reservations for club programs, dining, and services, including confirming dining and event reservations.
Promote events and assist with event registration and follow-ups.
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 information on the MemberFirst platform.
Prepare and print personalized welcome tents, birthday cards, and anniversary cards.
Maintain member profiles, including preferences and special occasions.
Communicate known allergies and dietary restrictions to the restaurant team before reservations.
Maintain clean and welcoming lobby, workstation, front entrance, restrooms, and surrounding areas.
Keep supplies such as pens and notepads stocked and available.
Assist colleagues and take on additional tasks as assigned by management.
Follow company, club, and department policies, procedures, instructions, and safe work practices.
Maintain professionalism and excellence in interactions 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.