Concierge

ClubCorp (Invited); Norfolk (VA); Sur place; USD 32 000 - 46 000; Plein temps

Résumé du poste

Invited is seeking a Concierge to join the Member Experience team in a private club setting. You will manage phone calls, reservations, and emails, delivering exceptional service to members before, during, and after visits.

You will also assist with outreach to new and at‑risk members, promote club offerings, and support various member experience initiatives. As a central contact for members, you will greet guests, provide information on facilities and events, and help ensure a personalized,

Qualifications

• Experience in hospitality or concierge services.
• Excellent communication and interpersonal skills.
• Ability to manage reservations and inquiries with courtesy.

Responsabilités

• Provide warm welcome to members and guests and handle inquiries.
• Manage phone calls, reservations, and emails with timely responses.
• Promote club services, events, and member communications to enhance engagement.
• Ensure accurate reservation details and timely confirmations for dining and events.
• Maintain club lobby and common areas to reflect a welcoming atmosphere.
• Document member interactions in the system and support outreach programs.

Connaissances

Customer service

Phone etiquette

Communication

Reservation management

Description du poste

Ready to join a dynamic company in the hospitality and service industry where people help drive the success of the business? Since its inception in 1957, Invited has operated with the central purpose of building relationships and enriching the lives of our members, guests and more than 17,000 employees. We are the largest owner and operator of private clubs nationwide, with 130+ country clubs, city clubs, and athletic clubs. Our Clubs offer first-class amenities, including championship golf courses, modern workspaces, handcrafted cuisine, resort-style pools, state-of-the-art racquet facilities, fitness centers, and much more. Come be a part of this incredible and inclusive team at Invited !

Job Summary

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.

Key Priorities

The Concierge serves as the liaison for members and guests, creating outstanding first impressions with personalized greetings and seamless service. Responsibilities include managing phone calls, reservations, and emails, addressing inquiries, and providing fond farewells. This role is essential in fostering meaningful connections by promoting club events and services, providing detailed information on facilities, and encouraging participation in activities. Additionally, the Concierge supports member experience initiatives, such as making outbound calls to new and at-risk members, assisting with social media and member communications, following up on reservations, recognizing birthdays, ensuring name recognition, and sending event invitations to enhance engagement. By delivering exceptional experiences and ensuring member satisfaction, the Concierge plays a vital role in upholding the club's commitment to exceeding members' expectations.

Reporting Structure

Reports to the Member Experience Director

Day to Day

• 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.

Additional Duties

Due to the dynamic nature of the club, employees are expected to assist others as needed and take on additional tasks as assigned b