Member Service Agent

Company Description

Spring Place is a private membership club and coworking space where creative individuals from diverse backgrounds come together to connect, collaborate, and grow. We're not a house for creativity. We're a home for creatives. Spring Place, Home for the Creative Class.

Our Member Services team serves as the heart of the member experience - creating meaningful first impressions, anticipating needs, and ensuring every interaction reflects the elevated standard of Spring Place.

Role Overview

The Member Services Agent (MSA) is the primary point of contact for members, guests, and staff, responsible for delivering an exceptional hospitality experience from the moment someone enters Spring. This role requires a warm, polished, and proactive individual who can anticipate needs, build relationships, and provide thoughtful solutions in a fast-paced, high-touch environment.

The ideal candidate is passionate about hospitality, thrives in a dynamic setting, and understands that the smallest details can create memorable experiences.

Role & Responsibilities

• Serve as the first point of contact for members, guests, and staff, ensuring every visitor is welcomed with warmth, professionalism, and genuine hospitality.
• Create personalized member experiences by welcoming members by name, anticipating their needs, and ensuring guests receive an exceptional level of service.
• Provide proactive support, direction, and real-time problem solving to address member and guest requests, concerns, complaints, and incidents with professionalism and urgency.
• Build strong relationships with members and guests while maintaining a high level of discretion, service, and attention to detail.
• Stay informed on daily operations, including hours of operation, reservation policies, restaurant and rooftop availability, programming, and any updates that may impact the member experience.
• Manage the Member Services inbox, responding to member inquiries, redirecting requests appropriately, and maintaining timely communication.
• Handle incoming calls, mail, packages, deliveries, and other administrative requests for members and staff.
• Maintain accurate member records and profiles within Nexudus, ensuring information is current and organized.
• Manage daily logs, including tracking completed tasks, issued keys, lockers, and important member communications.
• Assist members and guests with conference room reservations, including scheduling, confirmations, changes, and enforcement of applicable policies.
• Ensure member spaces, lobby areas, and conference rooms are maintained to Spring Place standards and reflect an elevated hospitality environment.
• Provide knowledgeable information regarding Spring Place services, amenities, events, and offerings while identifying opportunities to enhance the member experience.
• Support membership engagement and revenue opportunities by promoting available services, experiences, and programming.
• Assist with various projects and related duties as assigned

Qualifications & Skills

• 1-3 years of experience in hospitality, luxury service, customer experience, membership clubs, hotels, restaurants, or a related field.
• A genuine passion for creating memorable guest and member experiences.
• Warm, polished, and professional presence with excellent interpersonal skills.
• Strong ability to communicate clearly, confidently, and professionally with a diverse group of members, guests, and colleagues.
• Highly detail-oriented with the ability to multitask, prioritize, and remain organized in a high-volume environment.
• Ability to anticipate needs and take initiative without requiring direction.
• Strong problem-solving skills with the ability to remain calm and solution-oriented under pressure.
• Experience supporting high-profile clientele, VIP guests, or luxury hospitality environments is a plus.
• Reliable, positive, team-oriented, and adaptable.
• Flexible availability, including mornings, evenings, weekends, and holidays as needed.

What Were Looking For

At Spring Place, our Member Services team sets the tone for the entire member experience. We are looking for someone who takes pride in creating welcoming moments, building genuine connections, and delivering service that goes beyond expectations.

Please note this job description is intended to convey information essential to understanding the scope of the job and the general nature, level, and expectation of the work to be performed. It is not designed to cover a complete list of qualifications, skills, efforts, duties, responsibilities, or activities associated with this position, as they may change at any time, with or without notice.