GUEST EXPERIENCE AND CONCIERGE SPECIALIST

Tahoe Mountain Club•Truckee, CA

3d•$22 - $28•Onsite

About The Position

The Guest Experience and Concierge Specialist is the welcoming face of Tahoe Mountain Club and provides exceptional, personalized service to Members and Guests. The role creates memorable experiences, serves as a primary point of contact, promotes Club activities and offerings, and helps maintain a welcoming atmosphere. Success in the position requires friendliness, comfort speaking with unfamiliar people, attention to names and faces, and a strong commitment to understanding Member needs and delivering elevated service. The Specialist takes a hands-on role in daily operations, supporting member satisfaction, Club standards, and safety compliance. Duties include concierge assistance, event promotion and support, member communications, membership administration, access and fee management, facility presentation, safety monitoring, and coordination with other departments. The position may also perform other tasks or assist other team members as Club needs fluctuate. The role reports to the Member Services and Reservation Manager and has no supervisory duties.

Requirements

Must be at least 18 years old.
High school diploma or GED.
At least 2 years of experience in hospitality, customer service, or a related environment.
Ability to read and speak English to perform job duties and communicate with customers and coworkers.
Ability to work as part of a team and maintain open communication with managers and coworkers.
Professional demeanor and professional communication.
Certifications, licenses, or safety training as determined by Tahoe Mountain Club policies and procedures.

Responsibilities

Represent the Club professionally and uphold its standards of excellence.
Communicate professionally with Members and Guests in person, by phone, and by email; greet Members warmly and by name whenever possible.
Provide concierge-level service, respond to inquiries, find solutions using available resources, and follow up directly to close the loop.
Review event calendars, promote events, make recommendations, register Members for events, and assist with planning and executing small member events.
Promote awareness of Club activities, services, amenities, and upsell opportunities, and confidently explain Club offerings and membership access types.
Manage access to Club facilities, verify membership cards are used properly, and collect guest fees.
Assist with member communications, including mass and direct emails, SMS campaigns, and website content.
Coordinate event signage and collateral, write member-facing event messaging, newsletters, and announcements, monitor communication metrics, and ensure outbound materials are accurate and consistently branded.
Collaborate across departments on member engagement communications and assist with post-program summaries and member feedback collection.
Issue membership cards, take ID photos, and maintain records.
Support Club leadership decisions and communicate existing policies and policy updates positively and confidently.
Use point-of-sale systems to process transactions, sell items, and collect fees accurately.
Monitor facilities for cleanliness, maintain a tidy and clutter-free workspace, and uphold safety compliance and visual presentation standards.
Follow safety and security procedures, monitor weather conditions, and make operational decisions that support Member and crew safety.
Maintain and organize recreational items and supplies; collect, track, and organize lost-and-found items and reunite items with their owners.
Perform assigned opening and closing duties and respond promptly to emergencies or safety concerns according to facility policies.
Coordinate with internal teams, attend required staff meetings and training, and assist team members or perform other duties as operational demands require.