Club Concierge - Full Time (Temporary)

Ready to join a dynamic company in the hospitality and service industry where people help drive the success of the business? Since its inception in 1957, Invited has operated with the central purpose of building relationships and enriching the lives of our members, guests and more than 17,000 employees. We are the largest owner and operator of private clubs nationwide, with 130+ country clubs, city clubs, and athletic clubs. Our Clubs offer first-class amenities, including championship golf courses, modern workspaces, handcrafted cuisine, resort-style pools, state-of-the-art racquet facilities, fitness centers, and much more. The Concierge is an essential member of the Member Experience team, dedicated to delivering exceptional service and creating unforgettable moments for club members before, during, and after each visit. This role focuses on managing phone calls, reservations and general emails, addressing inquiries, and fostering connections that make members feel valued and appreciated. The Concierge engages Members by assisting with outreach to new and at-risk members, promoting club offerings, social media efforts, member communications, and supporting various member experience initiatives. Through a commitment to personalized service and attention to detail, the Concierge embodies our Club's values of Warm Welcomes, Magic Moments, and Fond Farewells, ensuring every interaction enhances member satisfaction and loyalty.

The Concierge serves as the liaison for members and guests, creating outstanding first impressions with personalized greetings and seamless service. Responsibilities include managing phone calls, reservations, and emails, addressing inquiries, and providing fond farewells. This role is essential in fostering meaningful connections by promoting club events and services, providing detailed information on facilities, and encouraging participation in activities.

Additionally, the Concierge supports member experience initiatives, such as making outbound calls to new and at-risk members, assisting with social media and member communications, following up on reservations, recognizing birthdays, ensuring name recognition, and sending event invitations to enhance engagement. Reporting Structure

~ Greet every call with a warm and friendly tone, providing prompt assistance, answering questions, and ensuring a thorough resolution of each inquiry.

Inform members and guests about club services, amenities, upcoming events, and room locations both in person and over the phone.

Make outbound calls to new and at-risk members to ensure engagement and retention.

Support member experience initiatives by promoting club offerings and assisting with key projects.

Conduct proactive phone calls to confirm member reservations for dining and events.

Oversee the reservation process for the club's dining facilities, ensuring accurate booking details and timely confirmations.

Actively promote upcoming events and assist in event registration and follow-ups to encourage participation.

Contribute to member experience initiatives, including updates to the website calendar and managing the message-on-hold system.

Ensure all member interactions and outreach efforts are properly documented in the M360 system to maintain accurate and comprehensive records.

Create and update events and relevant information on the MemberFirst platform, ensuring accessibility and accuracy.

Maintain up-to-date member profiles, including personal preferences and special occasions.

Communicate any known member's allergies or dietary restrictions to the restaurant team ahead of reservations to ensure a safe and enjoyable experience.

Ensure supplies such as pens, notepads, and other necessities are well-stocked and available for members.

Follow all company, club, and department policies, procedures, and instructions.

Take the initiative in personal and professional growth and maintain any required certifications relevant to your role.

Address and resolve challenges using available resources, working with regional and corporate teams to support club operations.

High school diploma or equivalent.

A minimum of 1 year of experience in the hospitality industry or a similar customer-facing role.

Possess a service-oriented mindset with the ability to make every member and guest feel valued.

Professional and welcoming phone demeanor.

Strong communication skills across various channels, including verbal, written, phone, text, and social media.

Proficient in Microsoft Office applications, including Word, Outlook, and Excel.

Must be able to stand, walk, and perform physical activities for extended periods.

Ability to work in varying temperatures and environments, with potential exposure to dust, fumes, or gases.

Effective communication skills with sufficient visual acuity, including talking and hearing.

Primary Tools/Equipment

Computer

Telephone

General office supplies

Attendance requirements for this position as outlined on the weekly schedule which includes weekends and/or holidays.

While not all roles at Invited are full-time, those full-time team members have access to a comprehensive benefits package that includes:

• Medical, dental, and vision coverage
• Life insurance
• Short-term and long-term disability insurance
• 401(k) retirement savings plan
• Generous paid time off and leave programs (time off as required by applicable law is also provided for part time team members)

Additional duties not mentioned here may be assigned as needed to ensure the smooth operation of the Club.