Member Services Assistant

Wentworth Club Limited; Trumps Green; In loco; GBP 21.000 - 30.000; Tempo pieno

Vantaggi offerti da questo lavoro

40% discount on all food items in club

20% discount in Spa and Pro Shop

Wine discounts

Private Health Insurance for HOD and以上

Company Pension Scheme

Descrizione del lavoro

Wentworth Club Limited is seeking a proactive Member Services Assistant to deliver exceptional service to Members and Guests at the Clubhouse Reception and Switchboard, ensuring a seamless pre-arrival and arrival experience.

You will be responsible for greeting Members, managing enquiries, checking guests in/out of the hotel, and maintaining high standards across front-of-house areas, with a focus on professionalism and guest satisfaction.

Competenze

• Experience in a Guest Experience role, ideally in Luxury Hospitality or a Members Club environment.
• Strong communication skills across in-person, phone and written channels.
• Organised with strong attention to detail and high standards of service.
• IT proficient with leisure/hospitality booking systems such as Whoosh, Jonas, JAM or Pacesetter.

Mansioni

• Deliver exceptional customer service to Members and Guests.
• Meet & greet every Member and Guest arriving at the Clubhouse and assist with queries.
• Welcome Members staying in the hotel, check them in/out and inform them of facilities.
• Manage booking enquiries via phone, email and messaging for a seamless pre-arrival experience.
• Maintain front of house areas to the highest standards.
• Handle Member complaints promptly and escalate within 24 hours.
• Be knowledgeable about Club rules, events and facilities using the shared drive for info.
• Follow financial procedures and ensure transactions are accurate.
• Adhere to departmental SOPs and service standards.
• Maintain uniform and grooming standards and present a professional appearance.
• Complete Member Services checklists during shifts.
• Build strong relationships with colleagues and other departments.
• Follow health & safety requirements for team and Members.

Conoscenze

Guest experience

Communication skills

Attention to detail

IT proficiency

Strumenti

Whoosh

Jonas

JAM

Pacesetter

Descrizione del lavoro

Wentworth Club is one of the world’s finest private members Golf and Country Clubs, famous for its outstanding three Championship golf courses, in addition to a luxury Tennis & Health Club. The Club is surrounded and entwined within the Wentworth Estate, one of the most prestigious private estates in the London suburbs where many of the world’s premier golfers have their home.

As Member Services Assistant at Wentworth Club, you are responsible for providing an exceptional first impression to our Members and Guests. You will work in rotation on the Clubhouse Reception and Switchboard Service, delivering outstanding service to our Members and Guests during both their pre-arrival and arrival experience.

KEY AREAS OF ACTIVITY

• Deliver exceptional customer service to our Members and Guests.
• Meet & greet every Member and Guest who arrives at/passes through the Clubhouse, engaging and building rapport with them and assisting them with any queries they may have.
• When working on Clubhouse Reception, you will be responsible for welcoming our Members and Guests staying with us in our hotel, checking them in & out, and ensuring all Members and Guests staying with us are informed of the facilities at Wentworth Club.
• Manage booking enquiries via phone, email and messaging service when working on Switchboard, ensuring a seamless pre-arrival experience.
• Ensure all front of house areas at the Clubhouse are maintained to the highest standards.
• Ensure any Member complaints are handled with the utmost urgency, care and attention and are responded to by the required person within 24 hours.
• Knowledgeable of the Club Rules, operation, events, and all available facilities at Wentworth Club, using the Member Services shared drive to obtain all information.
• Follow all financial procedures, ensuring all transactions are completed accurately.
• Follow all departmental SOPs and Service Standards.
• Follow all Uniform & Grooming standards, presenting yourself to the highest standard every day and extending these standards to your workstation.
• Ensure all Member Services checklists are completed during your shift.
• Communicate and build strong working relationships with all colleagues and departments at Wentworth.
• Ensure health & safety requirements are followed to ensure the safety of the team and our Members.

KEY KNOWLEDGE, SKILLS & EXPERIENCE

• Experience working within a Guest Experience role, ideally within Luxury Hospitality or a Members Club environment
• Strong communication skills – in person, on the phone, and written
• Organised with strong attention to detail
• IT proficient, with knowledge of Leisure or Hospitality booking systems such as Whoosh, Jonas, JAM or Pacesetter desirable.

PERSONNEL RESPONSIBILITIES

• Confident, kind, and approachable
• Ability to communicate effectively with people of all backgrounds
• Ability to work independently and use initiative whilst being a strong team player
• Flexible and adaptable to the changing demands of the business
• Proactive with an excellent work ethic
• Smart, presentable, and takes pride in their appearance and their work
• Ability to remain calm under pressure
• Ability to work unsocial hours from time to time, when needed by the business
• Use of Golf and Tennis Facilities
• 40% discount on all food items in the Tennis & Health Club Café and the Wentworth Dining Restaurant
• 20% discount in the Spa and Pro Shop
• Discount on wine and alcohol
• Corporate Gym and Spa Membership at the Berystede Hotel
• Enhanced Company Sick Pay
• Cash Plan with WPA
• Private Health Insurance for HOD level and above with Vitality Health
• Company Bonus Scheme
• Company Pension Scheme with Standard Life