Lead Concierge

House 120; New York (NY); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Monthly cell phone stipend

Monthly wellness reimbursement

Job summary

House 120 in New York seeks a Lead Member Experience Concierge to elevate member engagement and embody a hospitality-forward culture. You will collaborate with the General Manager to mentor a service-driven team and ensure an exceptional experience for every member.

You will explain services, assist with onboarding, handle inquiries, and coordinate reservations while upholding data privacy and the club's standards. This role requires leadership and a passion for longevity-inspired wellness.

Qualifications

• Previous experience leading or supervising a team in a customer service role, preferably in a luxury, wellness, or members club.
• Excellent communication and interpersonal skills.
• Strong organizational and problem-solving abilities.
• Familiarity with health and wellness settings.
• Maintains a professional appearance and presentation appropriate for a luxury member experience.
• Ability to work nights, weekends, and holidays.

Responsibilities

• Greet members and create a positive first impression.
• Build relationships with members and respond to feedback.
• Explain club services, amenities, and wellness programs to members.
• Assist with orientations, tours, and onboarding with the membership manager.
• Handle inquiries, concerns, and complaints with professionalism.
• Coordinate reservations, bookings, and special requests for members.
• Plan and execute club events to enhance engagement.
• Maintain a visible, hospitable presence throughout the club.

Skills

Team Leadership

Customer Service

Communication

Hospitality

Problem Solving

Organizational Skills

Job description

Lead Member Experience Concierge

Reports To

General Manager

About the Company

House 120 is New York's first longevity lifestyle members club designed to provide all the resources needed to live longer, healthier, and more fulfilling lives. Through a curated community, advanced diagnostics, expert guidance, and personalized programming, House 120 is where performance, recovery, and holistic wellness are fully integrated to allow members to understand where they are today, define where they want to go, and provide the resources they need to get there.

Job Summary

As Lead Member Experience Concierge at House 120, you will play a pivotal role in enhancing the overall member experience by facilitating seamless engagement, providing detailed explanations of our services, and embodying our company culture centered around building trust, hospitality, and longevity. The Lead Member Experience Concierge will work closely with the General Manager to champion service excellence, and lead, mentor, and develop a talented, hospitality focused team.

Key Responsibilities

• Member Engagement:
• Greet members warmly upon arrival and create a positive first impression.
• Build meaningful relationships with members responding to feedback, resolving concerns diplomatically, and ensuring a consistent high level of satisfaction.
• Provide personalized assistance and ensure a memorable member experience.
• Service Explanation:
• Thoroughly explain club services, amenities, and wellness programs to members.
• Assist members in understanding the benefits of various offerings.
• Showcase a deep knowledge of the club's facilities and available services.
• Handle member information with discretion and uphold data protection policies.
• Company Culture Embodiment:
• Embody the company culture of trust, hospitality, and longevity.
• Foster a welcoming and inclusive environment for members and guests.
• Uphold high standards of professionalism and ethics.
• Member Orientation:
• Assist with new member orientations, tours, and onboarding with the membership manager introducing them to club facilities and guidelines.
• Provide a detailed overview of available amenities and services.
• Address any questions or concerns members may have
• Problem Resolution:
• Handle member inquiries, concerns, and complaints with professionalism and efficiency.
• Collaborate with other departments to resolve issues promptly.
• Ensure member satisfaction through effective problem resolution.
• Facilitation of Member Experience:
• Assist members with reservations, bookings, and special requests.
• Coordinate with other club departments to facilitate a seamless member experience.
• Participate in planning and executing club events to enhance member engagement.
• Hospitality and Member Recognition:
• Maintain a highly visible, respectful, and engaging presence throughout the club, ensuring the operation is consistently “member ready” in both appearance and service.
• Provide a warm and hospitable atmosphere throughout the club.
• Anticipate member needs and exceed expectations in service delivery.
• Additional Responsibilities:
• Scheduling Services: Coordinate and schedule appointments for wellness services.
• Food and Beverage Assistance: Assist in providing food and beverage offerings to enhance the member experience.
• Payment Processing: Handle service payments for members with accuracy and professionalism.
• Ambiance and Cleanliness: Contribute to the overall ambiance and cleanliness of the club space to ensure a pristine environment.
• Private Event Execution: Day of point of contact from set-up to break down ensuring a seamless experience for clients.

Qualifications

• Previous experience leading or supervising a team in a customer service role, preferably in a luxury, wellness, or members club.
• Excellent communication and interpersonal skills.
• Strong organizational and problem-solving abilities.
• Familiarity with health and wellness settings
• Maintains a professional appearance and presentation appropriate for a luxury member experience.
• Ability to work nights, weekends, and holidays

Benefits

• Monthly cell phone stipend
• Monthly wellness reimbursement