Member Engagement Associate / Executive (Concierge/Front Office)

The American Club of Singapore; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

The American Club of Singapore seeks a member services associate responsible for attending to member queries, managing guest relations, and ensuring effective service delivery. This role involves significant customer interaction, administrative duties, and the ability to handle challenging situations. Successful candidates will have strong interpersonal skills, a customer service background, and be comfortable working on weekends and public holidays.

Qualifications

• Minimum Secondary 4 education with GCE ‘O’ level credits in a minimum of 3 subjects.
• Work experience in customer service industry, e.g. hotel, clubs, retail, etc.
• Good interpersonal skills and ability to interact confidently with people of all levels.
• Ability to write and speak in English language.
• Good in administration, Microsoft Office, and computers.
• Ability to handle challenging customers.
• Comfortable to work on weekends and public holidays.

Responsibilities

• Attend to all member queries, concerns, feedbacks and requests via phone and email.
• Welcome members and guests warmly and ensure deliverance of service language (body and verbal language).
• Generate reports as specified by the Member Services Senior Manager.
• Ensure that the lobby area is kept tidy and clean.
• Assist in meeting room bookings and arrange other requirements such as Food & Beverages and Audio/Video setup.

Skills

Interpersonal skills

Administration

Microsoft Office

Ability to handle challenging customers

Education

Secondary 4 education with GCE ‘O’ level credits in a minimum 3 subjects

Job description

Responsibilities:

Call Centre

• Attend to all member queries, concerns, feedbacks and requests via phone and email

• Services includes: issuance of introduction letters, bill inquiries, car registration, driver and helper application, event registration and dining reservations

• Generate reports as specified by the Member Services Senior Manager

Concierge Desk

• Welcome members and guests warmly and ensure deliverance of service language (body and verbal language)

• Attend to all member queries, concerns, feedback and requests via phone, emails and face to face

• Execute all the opening and closing procedures, desk duties and side duties

• Services includes: bill payment and inquiry, handling of cash float, selling of stamps, lost and found, member endorsement, car registrations, helper and driver applications, member advertisements, issuance of special passes, reservation and registration of events and dining, etc.

• Coordinate emergencies and incidents calmly and performing the required tasks such as: PA announcement, printing of roll call report and calling of ambulance/police

• Function as part of the operations staff to provide counter and administrative coverage for the daily operation

Lobby Entrance

• Welcoming and managing the incoming crowd, overseeing guest management, and ensuring accurate registration

• Ensure that lobby area is kept tidy and clean

• Must have thorough knowledge of all security and emergency procedures

Thinkspace:

Business Centre:

• Assist in meeting room bookings and arrange other requirements such as Food & Beverages and Audio/Video setup.

• Prepare the meeting rooms and set-up according to the standard layout and Member’s request. Ensure that all the equipment and tools are sufficient and in good working condition

• Offer technical assistance to the Members in terms of projector presentation, logging in on computers, printing, encoding of cards, etc.

• Ensure that the business center computers and other equipment are neatly arranged and in good working condition.

• Assist Members with their inquiries over the desk and generate daily and monthly reports required by the outlet manager.

Library:

• Duties include cataloguing, book wrapping and shelving of books.

• Assist Members with their book loans and other matters.

• Charging of overdue books and sending reminders. Generate daily and monthly reports.

Additional Duties (Executive)

• Support the managers in the execution and handling of tasks and side duties effectively

• Support incoming associates and ensure that SOPs are adhered

• To manage the team and operation in the absence of the executives and managers

Requirements

• Minimum Secondary 4 education with GCE ‘O’ level credits in a minimum 3 subjects

• Work experience in customer service industry, e.g. hotel, clubs, retail, etc.

• Good interpersonal skills and ability to interact confidently with people of all levels.

• Ability to write and speak in English language.

• Good in administration, Microsoft Office, and computers

• Ability to handle challenging customers

• Comfortable to work on weekends and public holidays