Front Desk Manager - Receptionist - The Hills of Lakeway in Austin, TX at The Hills of Lakeway

Date Posted: 9/23/2021

Job Snapshot

Job Description

ClubLife Concierge

Sums up your new Role:

The ClubLife Concierge will play an integral part on the Member Experience Team supporting project work and goals. Creating remarkable experiences for our Club Members before, during, and after every visit. What we prioritize as Warm Welcome, Magic Moments, and Fond Farewells

  • Communications Communicate ClubLife through all channels, and take care of members needs as it relates to reservations, inquiries, preferences, etc.
  • Programming Speak to members on various topics and promote Member events, gatherings, facilities, services, and experiences
  • Member Engagement Relationship and report building with members and guests. Responsible for key ClubLife project work, i.e., execution of Birthday campaigns, reservations follow-up, invitation to signature events, etc.
  • New Member Onboarding  Key focus on name recognition and connection with Warm Welcomes and Fond Farewells
Day to Day:
  • Direct Members and Guest to their destinations within the Club, provide business and concierge services to our Members, and be proactive in creating Magic Moments
  • Inform Members and guests of Club services, features, upcoming events, room locations, and amenities both in person and over the phone
  • Assist Members in providing information for and scheduling appointments and reservations for Club programs and services in accordance with Club standards
  • Maintain the lobby, front entrance, workstation, and other surrounding areas clean and free of debris. Ensure supplies that may be needed by Members/Guests are stocked such as pens, notepads, etc.
  • Accommodate Member and guest requests for business services, including but not limited to faxing, copying, mailing, and other concierge services, owning the request from start to finish
  • Assist Member Experience initiatives such as, but not limited to, Club Newsletter, Message on hold and the website calendar and various other projects including event announcements, outbound calls to Members other marketing collateral to promote Member Services at the Club, always keeping materials current
  • Seat guests
All the other stuff we do:
  • Adhere to all company, club, and department standards of operations, policies, and procedures whether written or verbal
  • Conduct ourselves professionally and respectfully
  • Work safely
  • Attend daily line-up and participate as requested
  • Take pride in our appearance by arriving to work in a clean and neat uniform and properly groomed according to Club standards
  • We are open, flexible, and adaptable to take care of our Members and Guest changing needs
  • Understand service recovery procedures for Member/Guests
  • Notify GM and/or department head(s) of Member/Guest complaints. Rectify by using service recovery procedures as soon as possible
  • We are ready to assume different responsibilities as needed and requested as an essential part of our jobs
About you:
  • Minimum of one-year experience in hospitality business or a similar role
  • Service oriented mindset and be capable of making every guest feel valued
  • A &lsquopeople person with a can-do attitude and willingness to go above and beyond to deliver an exceptional Member experience
  • Strong communication skills verbal, written, phone, text, and social media communications
  • Work well under pressure, coordinating multiple tasks at any given time
  • Strong organizational skills and attention to detail
  • Positive phone demeanor
  • Exceptional listing skills
  • Competent working with Microsoft Office Suite, including Word, Outlook, and Excel
  • Adaptable to new technology
  • Positive attitude and be willing to work as part of a team
  • A multi-tasker, prioritizing time effectively

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