Membership Concierge

Job Description

Job Description

Position:  Membership Concierge

Department:  Membership

Reports To:  Director of Membership

FLSA:  Salary – Exempt

COMPANY PROFILE

The Battery is San Francisco's premier modern-era private social club, recognized by the Michelin Guide with Two Keys — one of the highest distinctions awarded to a hospitality property worldwide. Set within a historic building on Battery Street, the Club features seven distinctive bars and lounges alongside acclaimed dining rooms serving breakfast, brunch, lunch, and dinner. The Battery also offers a boutique 14-suite hotel, including penthouse accommodations, elegant private event spaces, lush gardens, and sweeping views of the San Francisco skyline. Members enjoy a dynamic cultural calendar of world-class speakers, performing arts, curated experiences, publications, and excursions. Through Battery Powered, the Club's member-funded 501(c)(3) foundation, The Battery has directed more than $35 million in grants to organizations building a stronger society — reflecting a rare combination of world-class hospitality and purpose.

POSITION PROFILE

The Member Concierge owns a long-term, personal relationship with an assigned portfolio of applicants and Members, from initial application through the full membership lifecycle. This is not specifically a hotel concierge role or a sales or account management position — the mentality is closer to a luxury clientele advisor: someone who builds durable trust over years rather than transactions, and whose value shows up in genuine belonging and retention rather than conversion metrics.

This is an on-site position located in San Francisco.

  DUTIES AND RESPONSIBILITIES

The following reflects management's definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or for other reasons.

Relationship Ownership

• Owns the personal relationship with an assigned portfolio of applicants and Members, from lead assignment through active membership, serving as their consistent point of contact throughout.
• Provides a tailored welcome and tour to prospective Members, layered on top of, not in place of, the standard Nominee Open House and Membership Committee process.
• Guides applicants through the application process, ensuring seamlessness.
• Runs a structured onboarding and check-in cadence for new Members in the portfolio (approximately 30/60/180 days), refining the model as the program matures.

Member Engagement & Retention

• Develops a genuine understanding of each Member's interests and goals, and makes relevant introductions, invitations, and recommendations within the Club.
• Recognizes early signs of Member disengagement and proactively reconnects them with relevant Club offerings.
• Supports renewal by reviewing portfolio engagement well ahead of renewal dates and addressing remediable concerns early.

Feedback & Records

• Gathers Member feedback and routes it to the accountable department owner, following up once it has been addressed.
• Maintains accurate relationship and portfolio records in Sonato/CRM systems.

ESSENTIAL SKILLS

Must have and be able to do all of the following:

• High emotional intelligence, warmth, and discretion.
• Strong organizational skills for managing a multi-person relationship portfolio over long time horizons.
• Genuine curiosity about people; naturally relationship-oriented rather than transaction-oriented.
• Comfortable with long relationship cycles rather than short sales cycles.
• Excellent written and verbal communication.

MINIMUM REQUIREMENTS

Must have and be able to do all of the following:

• Background in luxury hospitality, private club membership, or relationship/client management (e.g., private banking, wealth management client service) preferred.
• Experience managing an active portfolio of client or Member relationships.
• Bachelor's degree or equivalent experience preferred.
• Flexibility with schedule, including evenings and weekends as needed for Club events.
• Must be able to read, write, speak, and understand English comprehensively.
• Basic computer skills, including comfort learning new CRM/database software.

WORKING ENVIRONMENT/MINIMUM PHYSICAL REQUIREMENTS

You must possess the physical, visual, and auditory ability to perform the essential functions of the job, with or without reasonable accommodations, and be able to meet the following requirements:

• Regular Member contact in varied areas of the Club.
• Must be able to tolerate varying noise levels, temperature, illumination, and air quality.
• Requires hand-eye coordination and manual dexterity.
• Requires normal sense of smell, taste, touch, and sound.
• Must be able to respond to visual or aural cues.
• Continuously or periodically bend, twist, lean, kneel, walk, stand, and/or sit up to 8+ hours per shift.
• Lift up to 20 pounds in order to perform the essential functions.
• Able to maneuver freely through all areas of the property.