Membership Experience Coordinator

Membership Experience Coordinator

Salary Range $28.00 - $28.00 Hourly

About CORE:

At CORE: we curate a global community of unlike-minded individuals united by their courage to defy definitions. Our members and Partners are relentlessly curious world builders, change makers, visionaries, leaders, and agents of transformation, who come from a range of thirteen distinct industries. As a community, we are committed to our collective performance, powered by dynamic engagement and exchange.

Position Summary:

The MEC serves as the primary point of contact for members, guests, and staff, ensuring every visitor feels genuinely welcomed and receives exceptional service from the moment they arrive in our CORE: world. As the first and last point of contact, the MEC is dedicated to creating outstanding interactions, handling diverse requests with care, and ensuring every member enjoys a superior experience at all touch-points. This role involves delivering personalized service, addressing members' needs, and adding meaningful touches to curate transformative experiences, all while adhering to CORE: guidelines.

The Specifics:

Reception Responsibilities

• Learn and retain member's name with facial recognition and proactively recognize and stay familiar with the members as well as their habits and preferences.
• Provide a seamless and warm welcome to all members and guests upon arrival and a heartfelt farewell at departure.
• Coordinate front desk operations, including checking in members and their guests across all CORE: platforms, guiding and sending members to the correct destination for member services.
• Responsible for rooming members/guests into Suites, including creating and reissuing room keys
• Check in & Check out all member stays in MEWS
• Assist in member Suite check-out process by escorting the member and assisting with luggage and personal items
• Respond promptly, kindly, and professionally to member requests or concerns, following up to ensure satisfaction. Report any member dissatisfaction to management and assist with member recovery.
• Ensure that all guests entering CORE: are properly announced. Politely and professionally request guests to step aside and wait while verifying their names if the names were not provided in advance by the member.
• Maintain current knowledge of all platforms to efficiently retrieve, record, and communicate relevant information to both members and partners.
• Offer and execute alternative solutions promptly if unable to fulfill a specific request with a yes-culture mentality.
• Stay informed about all CORE: spaces, including detailed knowledge of reservations, private events, cultural happenings, and building updates.
• Float in CORE: spaces to build connections with members by gathering intelligence to enhance profiles and create memorable experiences tailored to their preferences through organic interactions.
• Support the development of CORE: member intelligence by entering information into Salesforce
• Maintain a relentless curiosity about CORE: member profiles and follow up with daily intelligence targets
• Address members' needs, and adding meaningful touches to curate transformative experiences.
• Ensure that members are properly checked in for their reservation, and escort them to their assigned table; pulling out chairs and assisting with tables.
• Precisely inform members of waiting times and respect the order of arrival of members and guests. Ensure members and guests are swiftly and effectively cared for.
• Offer coat check assistance to all members and guests with coats, bags, luggage, umbrellas, etc. Perform routine table checks.
• Maintain reservation chits.
• Update the status of all tables to the host stand throughout service.
• Maintain a clean and orderly host desk with all restaurant collateral fully stocked at all times.
• Assign members and guests to preferred tables, while curating the room and understanding dining room flow and equal distribution among servers .
• Observe and anticipate members' and guests' needs
• During CORE: spaces rotation, update member check in depending on location.
• Accurately manage messages, packages, and the organization of Lost & Found and member-kept items.
• Assist with inventory management.
• Monitor and maintain cleanliness, sanitation, and organization in work areas.
• Be knowledgeable about operating guidelines across all areas of CORE: New York, collaborating with various teams to ensure consistent service and member satisfaction.
• Provide support with MEC work as needed, covering breaks or assisting during peak times.
• Support management with assigned tasks.
• Report any incidents to a manager if necessary

Experience Office Responsibilities

• Answer all incoming phone calls, emails and reservation requests for restaurants, Suites, dangene and Beauty Bar, partner clubs, events, cultural programming, and create/modify/cancel bookings and RSVPs as necessary while liaising with our members with a yes-culture mentality.
• Redirect calls to the proper department and/or partner
• At all times, the Member Experience Coordinator must display the highest levels of verbal and written communications in accordance with CORE: guidelines.
• Continuously assess the restaurant reservations booking to ensure that the restaurant is not overbooked
• Responsible for sending confirmation and reconfirmation emails for every reservation for restaurant and S uites bookings and all RSVPS for Cultural Programming and Events in accordance with CORE: guidelines.
• Field all calls from CORE: Suites and place in-room dining orders in Aloha and communicate the order in T eams.
• Maintain thorough knowledge of all CORE: food and beverage menus and the ability to upsell beverage offerings, additional courses, and to navigate any changes necessary.
• Maintain thorough knowledge of all software used to manage the member and guest experience.
• Cross-reference all platforms and properly note or communicate all reservation bookings to check accuracy for arrival and departure dates, member profiles, room blocking, special requests, and ensure attention to all member needs/preferences.
• Act as a concierge for members by providing restaurant recommendations, bookings, car services, and staying current with the city's cultural and lifestyle offerings.
• Liais e with Finance with necessary information, RSVPs, and cancellations, for prepaid reservations and cancellation fees, and to ensure all payments are processed properly.
• Manage RSVPs and waitlists for all Cultural Programming events
• Review Arrivals/Reservations reports daily, making any necessary adjustments, and help support the ME team on the floor in making room keys and writing welcome notecards.
• Make connections with our new Members and/or their assistants to get updated ETA and manage any special requests with ease.
• Ensure accuracy by maintaining a high attention to detail for all billing and updated notes.
• Responsible for ensuring all checks-ins and check0outs are up to date in Mews.
• Responsible for passing along on all check-in room status information to Overnight MOD prior to departing.
• Process no-shows, check-outs, and facilitate communication between all departments involved.
• Support fellow MECs, leads, and managers by monitoring room inventory and notifying team members of any limited availability in a timely manner.
• Run daily reports and complete daily shift task list.
• Follow all company policies, procedures, and guidelines, including being ready to work at start of scheduled shift, in uniform, as per CORE: guidelines
• Be a team player, which includes performing and completing duties or responsibilities assigned by managers in a timely and professional manner
• Be a motivated self-starter and able to work efficiently and respectfully.

Greeter Responsibilities

• Coordinate members arrival and communicate with ME team & Services
• Assist with coordination of member transportation i.e. car pick-up
• Assist with group arrivals i.e. large events
• Welcome CORE: members and guests upon arrival and give them a heartfelt farewell at departure.
• Ensure that all guests of members are vetted before entering CORE:
• Keep an accurate account of Guest Lists.

Qualifications

Ideal Attributes:

• Relentless curiosity
• Resourcefulness
• Resilience
• Warm & Friendly Personality

Experience and Qualifications:

• At least one year in a similar role or a luxury