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Job Overview
Employment Type
Full-time
Part-time
Work Schedule
Weekend Shifts
Benefits
We believe in taking care of our team, and our Total Rewards package reflects that commitment
Medical, dental, and vision coverage
Life insurance
Short-term and long-term disability insurance
401(k) retirement savings plan
Job Description
Invited is a leading company in the hospitality and service industry, with a rich history dating back to its inception in 1957. As the largest owner and operator of private clubs nationwide, Invited manages over 130 country clubs, city clubs, and athletic clubs. Each club is distinguished by first-class amenities such as championship golf courses, modern workspaces, handcrafted cuisine, resort-style pools, state-of-the-art racquet facilities, and comprehensive fitness centers. The company prides itself on fostering a culture of inclusivity and excellence with more than 17,000 employees committed to building strong relationships and enriching the lives of members and guests alike.
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Job Requirements
- High school diploma or equivalent
- Minimum of 1 year of hospitality or similar customer-facing experience
- Possess a service-oriented mindset
- Friendly and personable with a professional and welcoming phone demeanor
- Positive attitude with collaborative team spirit
- Ability to stand, walk, and perform physical activities for extended periods
- Ability to work in various temperatures and environments
- Capability to climb, squat, kneel, reach, grasp, twist, bend, fold and unfold as needed
- Effective communication skills including talking and hearing
- Willingness to work weekends and holidays
- Ability to work additional hours to meet deadlines
Job Qualifications
- 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
- Friendly and personable with a positive, can-do attitude, demonstrating a willingness to go above and beyond to deliver an exceptional member experience
- Professional and welcoming phone demeanor
- Positive attitude with a collaborative team spirit
- 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
- Capable of climbing ladders, squatting, kneeling, reaching, grasping, twisting, bending, and folding/unfolding as required
- Effective communication skills with sufficient visual acuity, including talking and hearing
- Computer
- Keyboard
- Telephone
Job Duties
- 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
- By delivering exceptional experiences and ensuring member satisfaction, the Concierge plays a vital role in upholding the club’s commitment to exceeding members’ expectations
- Reporting Structure
- Reports to the Member Experience Director
- Provide a warm welcome and fond farewell to members and guests, ensuring a positive first and ongoing impression
- Greet every call with a warm and friendly tone, providing prompt assistance, answering questions, and ensuring a thorough resolution of each inquiry
- Deliver exceptional business and concierge services to members and guests, guiding them to destinations within the club and creating memorable experiences through magic moments
- Inform members and guests about club services, amenities, upcoming events, and room locations both in person and over the phone
- Assist with member communications, including social media efforts, newsletters, and event announcements
- 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
- Manage reservations for club programs, dining, and services, ensuring all interactions align with club standards
- 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
- Prepare and print personalized welcome tents, birthday, and anniversary cards to ensure members feel recognized and valued during their club visits
- 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
- Maintain a clean and welcoming lobby, workstation, front entrance, restrooms, and surrounding areas
- Ensure supplies such as pens, notepads, and other necessities are well-stocked and available for members
- Due to the dynamic nature of the club, employees are expected to assist others as needed and take on additional tasks as assigned by management
- Follow all company, club, and department policies, procedures, and instructions
- Maintain a high level of professionalism and a commitment to excellence in interactions with members, colleagues, and staff
- Follow safe working practices, ensuring compliance with safety guidelines and encouraging others to do the same
- 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
- Attend daily briefings and actively engage in required activities to stay informed and contribute to the team’s success
- Attendance requirements for this position as outlined on the weekly schedule which includes weekends and/or holidays
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
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