Concierge

ClubCorp•Farmers Branch, TX

18d

About The Position

The Concierge is an essential member of the Member Experience team, delivering personalized service and memorable experiences for club members and guests before, during, and after each visit. The role manages phone calls, reservations, and general emails; answers inquiries; shares information about club facilities, services, amenities, and events; and builds connections that help members feel valued. The Concierge also supports outreach to new and at-risk members, club promotions, social media and member communications, event participation, and other member experience initiatives. The position upholds the club’s service values of Warm Welcomes, Magic Moments, and Fond Farewells. The Concierge reports to the Member Experience Director. The role is scheduled according to a weekly schedule that includes weekends and/or holidays, and additional hours are required to meet position deadlines. The work involves standing, walking, and other physical activities for extended periods, and may take place in varying temperatures and environments with potential exposure to dust, fumes, or gases. The role also requires climbing ladders, squatting, kneeling, reaching, grasping, twisting, bending, and folding or unfolding as needed. Primary tools and equipment include a computer, keyboard, telephone, copier, and general office supplies.

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 every member and guest 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.
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 as required.
Sufficient visual acuity and ability to talk and hear effectively.

Nice To Haves

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

Responsibilities

Welcome and farewell members and guests warmly and create positive impressions.
Answer calls promptly and courteously, respond to questions, and ensure inquiries are resolved thoroughly.
Provide business and concierge services, guide members and guests around the club, and create memorable experiences.
Inform members and guests about services, amenities, events, and room locations in person and by phone.
Assist with member communications, including social media, newsletters, and event announcements.
Call new and at-risk members to encourage engagement and retention.
Promote club offerings and support member experience projects and initiatives.
Manage reservations for club programs, dining, and services in accordance with club standards.
Proactively confirm dining and event reservations and maintain accurate booking details and timely confirmations.
Promote events and assist with registration and follow-up to encourage participation.
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 relevant information on the MemberFirst platform.
Prepare and print personalized welcome tents, birthday cards, and anniversary cards.
Maintain current member profiles, including preferences and special occasions.
Notify the restaurant team of known allergies and dietary restrictions before reservations.
Keep the lobby, workstation, front entrance, restrooms, and surrounding areas clean and welcoming.
Keep pens, notepads, and other supplies stocked and available for members.
Assist colleagues as needed and take on additional tasks assigned by management.
Follow company, club, and department policies, procedures, and instructions.
Maintain professionalism and a commitment to excellence when interacting with members, colleagues, and staff.
Follow safe working practices and safety guidelines.
Pursue personal and professional growth and maintain required role-related certifications.
Address and resolve challenges using available resources, collaborating with regional and corporate teams as needed.
Attend daily briefings and participate in required activities.