Concierge

Reports to: Membership & Marketing Director
Supervises: No supervisory duties are included in this position.

Position Status

Part-Time: This position requires availability for a combination of weekday and weekend shifts, including mornings, based on Club operational needs.

Education and/or Experience

• High school diploma or GED preferred.
• Previous experience in a private club, resort, hotel, hospitality, customer service, or similar member/guest-facing environment preferred.
• Experience with reservation systems, telephone systems, and general office technology preferred.

Job Knowledge, Core Competencies and Expectations

• Provides exceptional customer service and maintains a warm, professional, courteous, and welcoming demeanor at all times.
• Demonstrates excellent verbal and written communication skills.
• Demonstrates reliability, punctuality, professionalism, and accountability.
• Possesses strong organizational skills and attention to detail.
• Must be comfortable using technology, including telephone systems, reservation systems, email, Microsoft Office programs, the Club website/app, and other Club systems.
• Demonstrates the ability and willingness to learn new technology and Club systems and independently perform routine responsibilities following appropriate training.
• Must be able to manage multiple responsibilities simultaneously, prioritize tasks, exercise sound judgment, and maintain excellent member service in a fast-paced environment.
• Demonstrates initiative and problem-solving skills and knows when to independently resolve a routine request and when to escalate an issue to management.
• Maintains current knowledge of Club hours, dining operations, amenities, reservations, events, policies, and other information necessary to accurately assist members and guests.
• Maintains awareness of daily Club activities, meetings, private events, operational changes, and construction-related updates.
• Must be adaptable and comfortable working in an environment where operations, entrances, amenities, traffic patterns, and procedures may periodically change.
• Maintains confidentiality and professionalism regarding member information and internal Club matters.
• Maintains a professional appearance and demeanor consistent with Club standards.
• Understands and follows appropriate procedures during emergency situations.

Job Summary (Essential Functions)

The Concierge serves as a primary point of contact for members, guests, prospective members, vendors, and other visitors to the Club. This position is responsible for creating a welcoming first impression while providing accurate information, assisting with member and guest requests, managing reservations and incoming communications, and supporting the daily operations of the Club.

The Concierge is expected to remain informed of daily Club operations and proactively assist with questions, concerns, and requests. During the Club's construction and redevelopment, the Concierge will also play an important role in communicating temporary operational changes, assisting with wayfinding, monitoring access, and helping ensure a positive member and guest experience throughout changing Club operations.

Job Tasks/Duties

• Greets and welcomes members, guests, prospective members, vendors, and other visitors in a professional and courteous manner.
• Answers incoming telephone calls promptly and professionally; transfers calls, takes accurate messages, and assists callers whenever possible.
• Responds to routine member and guest questions regarding Club hours, dining, amenities, events, reservations, policies, and general Club operations.
• Takes same-day and future reservations in accordance with Club policies and procedures.
• Assists members with navigating the Club's website, mobile app, reservations, and other routine technology-related questions.
• Maintains current knowledge of daily activities, meetings, events, dining operations, reservations, and other activities taking place throughout the Club.
• Reviews relevant Club updates, event information, closures, operational changes, and construction notices at the beginning of each shift.
• Provides accurate information regarding temporary entrances, walkways, parking, relocated amenities, dining locations, restrooms, and other areas affected by construction.
• Assists members, guests, prospective members, vendors, and contractors with wayfinding throughout the Club property.
• Monitors the Club entrance and assists with member, guest, vendor, contractor, and visitor access in accordance with Club policies.
• Reports unauthorized visitors, suspicious activity, safety concerns, damaged barriers or signage, and other unusual conditions to the Manager-on-Duty or appropriate manager.
• Remains aware of construction barriers and restricted areas and assists in preventing unauthorized access when appropriate.
• Communicates temporary closures and operational changes professionally and assists members with available alternatives whenever possible.
• Maintains a calm, courteous, and service-oriented demeanor when responding to member concerns or complaints and escalates issues appropriately.
• Receives and distributes incoming mail, deliveries, and packages to the appropriate departments.
• Assists with outgoing mail and shipments as needed.
• Maintains informational materials available at the Concierge desk and ensures information provided to members is current and accurate.
• Performs general administrative duties, including word processing, filing, copying, scanning, and other office support.
• Assists with special projects, member communications, mailings, signage, and informational materials as assigned.
• Maintains appropriate supplies for the Concierge/reception area and notifies management when replenishment is needed.
• Assists with food takeout orders and other dining-related requests as applicable.
• Maintains the cleanliness, organization, and professional appearance of the Concierge/reception area.
• Maintains the Club's lost-and-found program in accordance with established procedures.
• Works cooperatively with all Club departments to ensure member and guest requests are handled efficiently.
• Performs other duties as assigned by the Membership & Marketing Director, Manager-on-Duty, General Manager, or other authorized Club management.

Physical Demands and Work Environment

• Must be able to sit and/or stand for extended periods of time.
• Must be able to frequently reach, bend, stoop, walk, and move throughout designated areas of the Club property.
• Must be able to lift and carry up to 40 pounds.
• Must be able to perform repetitive motions associated with computer, telephone, and general office work.
• Must be able to effectively communicate in person, by telephone, and electronically.
• Work environment may include moderate to elevated noise levels.
• Due to ongoing Club construction and redevelopment, the work environment may periodically include construction noise, temporary entrances and walkways, relocated facilities, changing traffic patterns, and other temporary operational conditions.
• Must be able to adapt to changing work locations, procedures, and operational needs while maintaining Club service standards.

Job Type: Part-time

Pay: $20.00 per hour

Benefits:

• Paid time off

Education:

• High school or equivalent (Preferred)

Experience:

• Administrative Assistants & Receptionists: 1 year (Preferred)

Work Location: In person