The purpose of this position is to provide service quality standards that affect member satisfaction to create favorable lasting impressions.
Essential Responsibilities:
Provide a sincere welcome to all members and guests upon entering the club facility;
Answer the Club’s main phone PBX console and direct all calls properly to the intended destination.
Provide any needed support services for members/guests while at the club;
Provide additional support to communications staff
Provide assistance to the membership and or guests for the following; assist with printing of e-tickets or airplane boarding passes, issuance of guest cards, mailing of letters and or packages
Expose members to any upcoming events and club additional experiences that they might enjoy
Anticipate members’ needs and desires; to turn a satisfactory experience into an exceptional one;
Have knowledge of the club’s daily operations, banquets, functions of the day, hours of operation and surrounding area;
Provide any and all club printed material for incoming members and or guests;
Log all activities including member and or guest comments;
Demonstrate knowledge of local area, attractions, and events of acceptable quality;
Provide information to members and or guests about the local area to include directions, attractions, transportation, shows, dining venues, dining reservations if requested, dog sitters and childcare;
Respond to any members’ or guest’s questions or problems in a timely, professional manner;
Resolve all issues concerning members’ or guest’s complaints/concerns and maintain daily logs;
Respond to member or guest requests for assistance and information professionally and promptly;
Deliver messages for members or guests;
Responsible for taking and distribution of dining room to go orders;
Coordinate deliveries with other departments.
Coordinate transportation needs for members and or guests.
Be available to fill in as needed to ensure the smooth and efficient operation of the club as directed by General Manager or immediate supervisor.
Performs other related duties as assigned by the direct supervisor.
Other duties may be assigned as business demands.
General Club:
Promotes and applies teamwork skill at all times;
Notifies appropriate individual promptly and fully of problems and/or unusual matters of significance;
Promotes a high standard of excellence;
Is polite, friendly, and helpful to members, guests and fellow team members;
Attends appropriate club meetings and training sessions;
Executes emergency procedures in accordance with club standards;
Complies with required safety regulations and procedures;
Complies with club standards, policies and rules;
Remains current with club information and changes;
Complies with club uniform and grooming standards;
Knowledge and Skill Requirements:
Familiarity with Word, Excel and PowerPoint
Excellent communication skills
Excellent phone etiquette and following standard procedures consistently
Have knowledge how the emergency fire alarm system operates at the Club
Excellent customer service skills
Be familiar with the local community, area and region
Good problem solving skills
Good organizational skills
Good time management skills
Ability to read and comprehend simple instructions
Ability to effectively present information in one-on-one situations with members, guests and or employees in various situations
Physical Requirements:
Requires extended period of time sitting, working at a computer
Be physically able to lift, reach, bend and stoop
Be able to safely lift objects weighing up to 20 pounds
Education & Work Experience Requirements:
Two to three years of related experience and/or training; or equivalent combination of education and experience.
