Concierge

Invited•San Diego, CA

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, and general emails; responds to inquiries; and helps members feel valued through personalized service and attention to detail. The Concierge promotes club offerings, events, and activities, supports member communications and social media efforts, and assists with outreach to new and at-risk members. The position contributes to member engagement, satisfaction, and loyalty while upholding the club’s values of Warm Welcomes, Magic Moments, and Fond Farewells. The Concierge serves as a liaison for members and guests, providing personalized greetings, information about club facilities and services, and seamless assistance. The position supports dining and event reservations, member recognition, event registration and follow-up, member records, and other member experience initiatives. The Concierge also helps maintain a clean, welcoming front-of-house environment and follows club policies, procedures, and safety practices. This position reports to the Member Experience Director. The schedule follows the weekly schedule and includes weekends and/or holidays. Additional hours are required to meet position deadlines.

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, and willing to go above and beyond to deliver exceptional member experiences.
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.
Effective communication skills, including talking and hearing, with sufficient visual acuity.
Ability to work the weekly schedule, including weekends and/or holidays, and additional hours required to meet deadlines.

Nice To Haves

Strong verbal, written, phone, text, and social media communication skills.
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.
Effective multitasking, time management, and prioritization skills.

Responsibilities

Welcome members and guests, provide fond farewells, and create positive first and ongoing impressions.
Answer calls promptly and warmly, assist with questions, and ensure inquiries are thoroughly resolved.
Provide concierge and business services, guide members and guests around the club, and create memorable experiences.
Share information about club services, amenities, events, activities, and room locations in person and by 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, and ensure booking details and confirmations are accurate and timely.
Call members to confirm dining and event reservations.
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 relevant 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 a clean and welcoming lobby, workstation, front entrance, restrooms, and surrounding areas.
Keep supplies such as pens and notepads stocked and available.
Assist others and take on additional tasks as assigned by management.
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.
Take initiative in personal and professional growth and maintain required role-related certifications.
Address and resolve challenges using available resources, including regional and corporate teams.
Attend daily briefings and participate in required activities.