Guest Experience Concierge for Club Members

Invited Clubs; Gibsonia (Allegheny County); On-site; USD 32,000 - 52,000; Full time

Benefits offered by this job

Medical coverage

Dental and Vision coverage

Life Insurance

Disability insurance

401(k) retirement savings plan

Generous paid time off

Job summary

Invited is seeking a Concierge to join our Member Experience team in a hospitality-focused club environment. You will manage calls, reservations, and emails, and engage with members to promote events and services, ensuring personalized, warm service throughout their visits.

You will support outbound engagement, update calendars, document interactions in the M360 system, and help create memorable moments aligned with Invited’s standards of Warm Welcomes, Magic Moments, and Fond Farewells.

Qualifications

• High school diploma or equivalent.
• 1 year of experience in hospitality or a similar customer-facing role.
• Service-oriented mindset with the ability to make every member and guest feel valued.
• Friendly and personable with a positive, can-do attitude.
• Professional and welcoming phone demeanor.
• Positive attitude with a collaborative team spirit.

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 inquiries.
• 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.

Skills

Communication skills

Multitasking

Phone etiquette

Customer service mindset

Organizational skills

Team player

Professional demeanor

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Invited is seeking a Concierge to join our Member Experience team in a hospitality-focused club environment. You will manage calls, reservations, and emails, and engage with members to promote events and services, ensuring personalized, warm service throughout their visits.

You will support outbound engagement, update calendars, document interactions in the M360 system, and help create memorable moments aligned with Invited’s standards of Warm Welcomes, Magic Moments, and Fond Farewells.