Concierge Supervisor

Our Team Members Are The Heart Of Our Club Show Map Location 3500 Clubhouse Lane,Boynton Beach, FL, 33436,United States Employee Type FT Non-Exempt Description

POSITION SUMMARY:

The Concierge Desk Supervisor is responsible for supporting the daily operations of the Reservations and Concierge operations while ensuring exceptional service is consistently delivered to members and guests. This position serves as the lead team member for Member Services staff, providing guidance, training, scheduling support, and operational oversight. The Member Services Supervisor assists in creating a welcoming and professional environment, ensuring club standards are upheld and members receive prompt, personalized service. This role acts as a liaison between the Member Services team and management to ensure seamless communication and execution of departmental goals. Essential Duties and Responsibilities:

• Supervises the daily operations of the Concierge team to ensure exceptional member and guest experiences.
• Provides leadership and guidance to Reservations Associates and Concierge staff during assigned shifts.
• Assists with onboarding and training new team members on club policies, service standards, reservation systems, and operating procedures.
• Monitors employee performance and provides coaching to ensure adherence to service expectations and club standards.
• Assists with scheduling, shift coverage, and staffing adjustments to maintain operational efficiency.
• Serves as a resource for team members when resolving member and guest concerns, escalating issues to the Member Services Manager when appropriate.
• Assists members and guests with reservations, activities, programs, dining inquiries, and club events.
• Maintains extensive knowledge of club activities, amenities, programs, dining venues, and special events.
• Ensures staff consistently follow standard operating procedures, dress code requirements, and grooming standards.
• Greets members and guests with a warm, professional, and personalized approach, utilizing member names whenever possible.
• Promotes club programs, activities, events, merchandise, and services to enhance member engagement.
• Monitors member feedback and communicates trends, concerns, and opportunities for improvement to management.
• Assists with maintaining accurate records, reports, payroll submissions, and administrative documentation as assigned.
• Ensures the Concierge areas, and member-facing spaces remain clean, organized, and presentation-ready.
• Supports lodge/hotel guest services and assists with special interest groups, card room activities, and club events as needed.
• Assumes leadership responsibilities in the absence of the Member Services Manager.
• Performs other duties as assigned.

Supervisory Responsibilities:

• Provides day-to-day supervision and direction of Reservations Associates and Concierge staff.
• Assists with employee training, coaching, and development.
• Participates in interviewing and onboarding new team members.
• Monitors attendance, scheduling, and adherence to departmental standards.
• Provides input regarding employee performance evaluations and disciplinary actions.

Education/Experience:

• High school diploma or general education degree (GED) required.
• Associate degree in Hospitality Management, Business Administration, or related field preferred.
• Minimum of 3 years of customer service, hospitality, private club, luxury hotel, or resort experience.
• Prior supervisory or leadership experience preferred.
• Experience with reservation and membership management systems preferred.

Licenses or Certificates Not required Qualifications/Skills:

• Exceptional customer service and hospitality skills.
• Strong leadership and team-building abilities.
• Excellent verbal and written communication skills.
• Ability to effectively handle member concerns and resolve issues professionally.
• Strong organizational and time-management skills.
• Proficient in Microsoft Word, Excel, PowerPoint, and Outlook.
• Knowledge of Northstar or similar club management software preferred.
• Ability to multitask and thrive in a fast-paced environment.
• Professional demeanor with strong attention to detail.
• Ability to maintain confidentiality and exercise sound judgment

Physical Requirements (The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.) Must be able to lift and move up to 20 lbs. Frequent reaching, bending, turning, and stooping Must be able to sit for extended periods Repetitive motion required including computer entry Normal vision and hearing ranges required Grooming All employeesare required tomaintaina neat, clean, and well-groomed appearance.This positionrepresentsthe image and brand of the Club and will berequiredtomaintainimpeccable grooming standards.(Specific grooming standards areavailable.) Other This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g. emergencies, changes in personnel, workload, seasonality, rush jobs or technological.) #J-18808-Ljbffr Kids for the Future