Member Experience Concierge

House 120; New York (NY); On-site; USD 34,000 - 55,000; Full time

Benefits offered by this job

Monthly cell phone stipend

Performance-based incentives

Complimentary use of facilities andam

Job summary

House 120 is New York's first longevity lifestyle members club designed to provide resources to live longer, healthier, and more fulfilling lives. As a Member Experience Concierge you will enhance the member journey, explain services, and uphold our hospitality-driven culture.

You will lead front-of-house operations with the General Manager to ensure exceptional service. This role requires a polished presence, strong communication, and the ability to anticipate needs.

Qualifications

• Previous experience in luxury, wellness, or members club customer service.
• Excellent communication and interpersonal skills.
• Strong organizational and problem-solving abilities.
• Familiarity with health and wellness settings.
• Impeccable grooming and professional appearance.

Responsibilities

• Greet and engage members to create a positive first impression.
• Explain services and amenities to members and answer questions.
• Assist with new member orientations and tours.
• Handle inquiries, concerns, and resolve issues with professionalism.
• Coordinate reservations and plan club events to boost engagement.
• Maintain a welcoming, confidential, and high-service environment.

Skills

Customer service

Communication

Interpersonal skills

Organizational skills

Problem solving

Job description

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 a 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 oversee all front of house operations, 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.
• Proactively engage with members to understand their needs and preferences.
• 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.
• 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.
• Trust Building:
• Build trust with members by demonstrating reliability and confidentiality.
• Handle member information with discretion and uphold data protection policies.
• Foster long-term relationships with members through consistent and exceptional service.
• 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.
• Build meaningful relationships with members responding to feedback, resolving concerns diplomatically, and ensuring a consistent high level of satisfaction.
• 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 both patrons and outside guests with accuracy and professionalism.
• Ambiance and Cleanliness: Contribute to the overall ambiance and cleanliness of the club space to ensure a pristine environment.

Qualifications:

• Previous experience in a customer service role, preferably in a luxury, wellness, fitness and/or members club.
• Excellent communication and interpersonal skills.
• Strong organizational and problem-solving abilities.
• Familiarity with health and wellness settings
• Impeccable grooming and professional appearance.
• Ability to work flexible hours, including weekends and evenings.
• Competitive hourly commensurate with experience
• Monthly cell phone stipend
• Performance and initiative based incentives
• Opportunities for professional development and advancement
• Complimentary use of facilities and amenities (at select times)

Equal Opportunity Employer:

House 120 is an equal opportunity employer committed to diversity and inclusion. We welcome and encourage applications from all qualified individuals regardless of race, ethnicity, religion, gender, sexual orientation, age, disability, or veteran status.