Lead Member Concierge

Job Description

Job Description

Position Summary

The Lead Member Concierge serves as the senior concierge and primary resource for the Member Concierge team. This role supports the daily member experience by modeling exceptional hospitality, assisting with onboarding and training, coordinating daily front desk operations, and serving as the first point of contact for complex member service situations.

The Lead Member Concierge is not a management position. Performance evaluations, scheduling, disciplinary action, hiring, and employment decisions remain the responsibility of the Business Manager.

Essential ResponsibilitiesMember Experience

• Deliver exceptional hospitality to members, guests, and prospective members.
• Build positive relationships while creating a welcoming and professional club environment.
• Resolve elevated member concerns within established guidelines.
• Promote club programs, services, and events.

Daily Operations

• Assist with coordinating front desk workflow during each shift.
• Support operational consistency and service standards.
• Monitor lobby presentation and front desk organization.
• Assist with opening and closing procedures.
• Ensure daily operational checklists are completed.

Team Support

• Serve as a mentor and resource for Member Concierge I, II, and III.
• Assist with onboarding and training new team members.
• Demonstrate best practices in member service and operational procedures.
• Encourage teamwork and collaboration across the department.
• Provide coaching and guidance while escalating performance concerns to the Business Manager.

Member Services

• Process memberships, reservations, guest registrations, and program enrollments.
• Handle member account questions and direct billing or account issues to the Member Service Admin when appropriate.
• Support communication between departments to ensure seamless member experiences.

Communication

• Communicate operational updates to concierge staff.
• Notify the Business Manager of member concerns, operational issues, or service opportunities.
• Maintain professionalism and confidentiality.

Qualifications

• Minimum two years of customer service, hospitality, recreation, or club experience preferred.
• Demonstrated leadership through initiative and professionalism.
• Excellent communication and interpersonal skills.
• Strong organizational and multitasking abilities.
• Proficiency with Club Automation/Daxko or similar membership software preferred.
• Ability to remain calm and solution-focused in a fast-paced environment.

Core Competencies

• Hospitality Excellence
• Member Relationship Building
• Team Collaboration
• Professional Communication
• Conflict Resolution
• Problem Solving
• Initiative
• Operational Consistency
• Attention to Detail
• Adaptability

Decision-Making Authority

The Lead Member Concierge may:

• Coordinate daily front desk workflow.
• Provide operational guidance to concierge staff.
• Recommend process improvements.
• Escalate member concerns to leadership.

The Lead Member Concierge may not:

• Conduct employee evaluations.
• Issue disciplinary action.
• Approve payroll or scheduling changes.
• Hire or terminate employees.
• Authorize policy exceptions without Business Manager approval.

Success Measures

• Consistently delivers exceptional member experiences.
• Supports onboarding and development of concierge staff.
• Maintains operational consistency and professionalism.
• Resolves member concerns effectively.
• Promotes teamwork and a positive club culture.
• Demonstrates Five Seasons' service standards daily.