Concierge

Invited • Granite Bay, CA

67d

About The Position

The Concierge is an essential member of the Member Experience team, dedicated to delivering exceptional service and creating unforgettable moments for club members before, during, and after each visit. This role focuses on managing phone calls, reservations and general emails, addressing inquiries, and fostering connections that make members feel valued and appreciated. The Concierge engages Members by assisting with outreach to new and at-risk members, promoting club offerings, social media efforts, member communications, and supporting various member experience initiatives. Through a commitment to personalized service and attention to detail, the Concierge embodies our Club's values of Warm Welcomes, Magic Moments, and Fond Farewells, ensuring every interaction enhances member satisfaction and loyalty.

Requirements

• High school diploma or equivalent.
• A minimum of 1 year of experience in the hospitality industry or a similar customer-facing role.
• Possess a service-oriented mindset with the ability to make every member and guest feel valued.
• Friendly and personable with a positive, can-do attitude, demonstrating a willingness to go above and beyond to deliver an exceptional member experience.
• Professional and welcoming phone demeanor.
• Positive attitude with a collaborative team spirit.

Nice To Haves

• Strong communication skills across various channels, including verbal, written, phone, text, and social media.
• Proven ability to work well under pressure, effectively managing multiple tasks simultaneously.
• Strong organizational skills with keen attention to detail.
• Exceptional listing skills, with the ability to understand and respond to member and guest needs.
• Proficient in Microsoft Office applications, including Word, Outlook, and Excel.
• Effective multitasker with strong time management and prioritization skills.

Responsibilities

• Provide a warm welcome and fond farewell to members and guests, ensuring a positive first and ongoing impression.
• Greet every call with a warm and friendly tone, providing prompt assistance, answering questions, and ensuring a thorough resolution of each inquiry.
• Deliver exceptional business and concierge services to members and guests, guiding them to destinations within the club and creating memorable experiences through magic moments.
• Inform members and guests about club services, amenities, upcoming events, and room locations both in person and over the phone.
• Assist with member communications, including social media efforts, newsletters, and event announcements.
• Make outbound calls to new and at-risk members to ensure engagement and retention.
• Support member experience initiatives by promoting club offerings and assisting with key projects.
• Manage reservations for club programs, dining, and services, ensuring all interactions align with club standards.
• Conduct proactive phone calls to confirm member reservations for dining and events.
• Oversee the reservation process for the club's dining facilities, ensuring accurate booking details and timely confirmations.
• Actively promote upcoming events and assist in event registration and follow-ups to encourage participation.
• Contribute to member experience initiatives, including updates to the website calendar and managing the message-on-hold system.
• Ensure all member interactions and outreach efforts are properly documented in the M360 system to maintain accurate and comprehensive records.
• Create and update events and relevant information on the MemberFirst platform, ensuring accessibility and accuracy.
• Prepare and print personalized welcome tents, birthday, and anniversary cards to ensure members feel recognized and valued during their club visits.
• Maintain up-to-date member profiles, including personal preferences and special occasions.
• Communicate any known member's allergies or dietary restrictions to the restaurant team ahead of reservations to ensure a safe and enjoyable experience.
• Maintain a clean and welcoming lobby, workstation, front entrance, restrooms, and surrounding areas.
• Ensure supplies such as pens, notepads, and other necessities are well-stocked and available for members.

Benefits

• Medical, dental, and vision coverage
• Life insurance
• Short-term and long-term disability insurance
• 401(k) retirement savings plan
• Generous paid time off and leave programs

What This Job Offers

• Industry: Amusement, Gambling, and Recreation Industries
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees