Member Concierge Lead
Hockey Team
International
Sports Services
Posted/Updated: 10/07/19
International
Sports Services
Posted/Updated: 10/07/19
Job Summary
Position Description
The Member Concierge Lead is the main point of contact with our members daily. Managing the daily experience for the members will entail a positive welcome and an intuitive sense of what the concierge can provide our member. The MCL will support the Member concierge team and play a key role in communication and training.
The MCL will be experienced and knowledgeable about the concierge offerings and ensure that they are providing our members with a high level of service. Taking initiative and ensuring our members receive exceptional service and attention will be a skill our concierge team will have.
Responsibilities
- Greet and welcome members
- Provide an exceptional experience for every person that enters by anticipating needs and creating a positive rapport
- Knowledgeable about products and offerings and able to take care of member needs such as booking appointments, personal training, specialty classes or make suggestions based on the members needs
- Support and train member concierge crew and provide on boarding for new member concierge
- Experienced with concierge program and able to suggest and arrange numerous services for members. Collaborates with the team to provide exceptional experiences through new innovative approaches
- Responsible for answering phones, directing calls and managing day to day email and text inquiries
- Must know how to post hotel guest charges through hotel POS system and reconcile at the end of day.
- Will be familiar with Food and Beverage items and make arrangements for members to order food from Oliver & Bonacini.
- Responsible for handling a cash float and reconciling at the end of day
- Frequent cleanliness checks to ensure cleanliness in member areas. Checking towels, supplies etc. and replenishing when needed
- Maintain retail inventory and responsible for the organization and presentation daily. Knowledgeable about products and actively selling to members and hotel guests
- Maintain a professional relationship with other partners in the building so that our member’s needs are addressed. Having a good relationship with the hotel and O&B will allow our concierge team to provide a seamless experience for our members through all services available in the building
- Able to quickly rectify member challenges and deal with difficult members in a confident and professional way
- Challenge and support members to work towards their health and fitness goals in a place that is respectful, engaging and fresh
- Attend mandatory and optional team meetings, training and workshops
- Represent Archetype in community and corporate programs
- Must be familiar with all emergency procedures and crisis management
- Other duties as assigned
Qualifications
- High School Diploma required
- 1- 3 years of previous customer service, experience in the fitness industry is desirable
- Proven experience in a guest relations role would be considered an asset
- Excellent communication and writing skills
- Well organized and able to multi-task
- Must be self-motivated with the ability to work independently
- Punctual and prepared to work in a fast-paced environment
- Strong desire to provide exceptional service to members
- Friendly and approachable attitude
- Relationship building skills
- Computer skills; Word, Excel, Power point, Outlook,
- Experience using the Mindbody Operating System would be considered an asset
- Able to work evenings and weekends
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