Concierge

Invited•Indianapolis, IN

19d

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 phone calls, reservations, emails, and inquiries while fostering connections that help members feel valued. The Concierge also supports member outreach, club promotions, social media, member communications, and other member experience initiatives. As a liaison for members and guests, the Concierge creates strong first impressions through personalized greetings and seamless service. The position promotes club events and services, provides information about facilities and activities, and supports engagement and retention through outreach, reservation follow-ups, member recognition, and event invitations. The Concierge documents interactions and keeps member information and event details current while helping maintain welcoming club areas and uphold the club’s service standards.

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 willingness to go above and beyond.
Professional and welcoming phone demeanor.
Positive attitude and collaborative team spirit.

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.
Strong listening skills and ability to understand and respond to member and guest needs.
Proficiency in Microsoft Word, Outlook, and Excel.
Effective multitasking, time management, and prioritization skills.

Responsibilities

Welcome and bid farewell to members and guests, creating a positive impression.
Answer calls warmly, provide prompt assistance, respond to questions, and resolve inquiries thoroughly.
Provide concierge services and guide members and guests to destinations within the club.
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.
Call 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 confirm dining and event reservations by phone.
Promote upcoming events and assist with 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 accurate member profiles, including preferences and special occasions.
Notify the restaurant team of members’ allergies or dietary restrictions before reservations.
Maintain clean and welcoming lobby, workstation, front entrance, restroom, and surrounding areas; keep supplies stocked.
Assist colleagues and take on additional tasks as assigned by management.
Follow company, club, and department policies and procedures and practice safe work habits.
Maintain professionalism and a commitment to excellence in interactions with members, colleagues, and staff.
Take initiative in 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.