Concierge

Invited•Oro Valley, AZ

22d

About The Position

The Concierge is an essential member of the Member Experience team, delivering exceptional service and creating memorable experiences for club members before, during, and after each visit. The role manages phone calls, reservations, and general emails; responds to inquiries; and builds 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. The role embodies the club’s values of Warm Welcomes, Magic Moments, and Fond Farewells to enhance member satisfaction and loyalty. The Concierge serves as a liaison for members and guests, providing personalized greetings, information about club facilities and events, reservation support, and follow-up. The position reports to the Member Experience Director and includes maintaining member records and communications, supporting event participation, and keeping the lobby and workstation welcoming and supplied. Employees may be asked to assist with other duties as needed and must follow company and club policies, safety practices, and management instructions.

Requirements

High school diploma or equivalent.
At least 1 year of experience in the hospitality industry 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.
Ability to stand, walk, and perform physical activities for extended periods.
Ability to work in varying temperatures and environments, with possible exposure to dust, fumes, or gases.
Ability to climb ladders, squat, kneel, reach, grasp, twist, bend, and fold or unfold items as required.
Communication abilities sufficient for talking and hearing, with sufficient visual acuity.
Availability to work according to a weekly schedule that includes weekends and/or holidays.
Ability to work additional hours as required 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.
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 members and guests and provide fond farewells, creating positive first and ongoing impressions.
Answer phone calls promptly and warmly, respond to questions, and resolve inquiries thoroughly.
Provide concierge services, guide members and guests around the club, and share information about services, amenities, events, and room locations.
Manage reservations for club programs, dining, and services; confirm reservations and ensure accurate booking details and timely confirmations.
Promote events, assist with event registration and follow-ups, and encourage member participation.
Make outbound calls to new and at-risk members to support engagement and retention.
Assist with member communications, including social media, newsletters, and event announcements.
Support member experience initiatives and key projects, including updating the website calendar and managing 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 up-to-date member profiles, including preferences and special occasions.
Communicate known allergies and dietary restrictions to the restaurant team before reservations.
Maintain a clean and welcoming lobby, workstation, front entrance, restrooms, and surrounding areas; keep supplies stocked.
Follow company, club, and department policies, procedures, instructions, and safe working practices.
Maintain professionalism and a commitment to excellence in interactions with members, colleagues, and staff.
Attend daily briefings and participate in required activities.
Assist others and take on additional tasks as assigned; address challenges using available resources and work with regional and corporate teams as needed.
Take initiative in personal and professional growth and maintain required role-related certifications.