Concierge

Invited•Ashburn, VA

23d

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 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. Through personalized service and attention to detail, the Concierge embodies the Club’s values of Warm Welcomes, Magic Moments, and Fond Farewells, helping enhance member satisfaction and loyalty. The Concierge serves as a liaison for members and guests, creating strong first impressions and providing information about club facilities, services, events, and activities. The position manages dining and event reservations and confirmations, supports event registration and follow-up, maintains member records and profiles, and helps recognize members’ birthdays and anniversaries. It also includes maintaining welcoming front-of-house areas and supporting daily club operations and team initiatives.

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 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 with Microsoft Office applications, including Word, Outlook, and Excel.
Strong multitasking, time-management, and prioritization skills.

Responsibilities

Welcome members and guests and provide warm, personalized farewells.
Answer calls promptly and courteously, address questions, and ensure inquiries are resolved thoroughly.
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, ensuring accurate details and timely confirmations.
Call members proactively to confirm dining and event reservations.
Promote events and assist with 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.
Maintain member profiles, including preferences and special occasions.
Communicate known allergies and dietary restrictions to the restaurant team before reservations.
Keep the lobby, workstation, front entrance, restrooms, and surrounding areas clean and welcoming.
Keep pens, notepads, and other supplies 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 when interacting with members, colleagues, and staff.
Pursue personal and professional growth and maintain certifications required for the role.
Address challenges using available resources and coordinate with regional and corporate teams as needed.
Attend daily briefings and participate in required activities.