Member Concierge Lead

  Hockey Team
  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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