Member Services Concierge

The Membership Concierge is responsible for developing and implementing programs and objectives designed to increase and retain membership in the Club, establishing short and long-range plans to achieve the Club’s membership sales goals.

POSITION FUNCTIONS AND DUTIES:

• Responsible for the creation and implementation of membership selling programs to maintain a profitable membership level within the club.
• Responsible for selling club memberships, upgrades, conversions and membership changes.
• Determine markets to be canvassed for qualified individuals and complete and maintain perpetual member invitee roster.
• Develop new sales prospects by contacting individuals, groups, and companies in the community.
• Follow-up on telemarketing efforts, member referrals, leads, catering contracts, newspaper articles, lists, publications, etc.
• Organize the production of membership kits for sales calls and direct mail activities.
• Maintain accurate and up-to-date membership sales tracking and reports.
• Coordinate the preparation, organization, and implementation of Member promotional and marketing events to be scheduled at the club.
• Coordinate the completion and receipt of all Membership documents required for the sale of Memberships.
• Orient new members into the club by introducing them to key staff, members, and scheduling their introductory appointments.
• Prepare correspondence and handle telephone calls to Members and prospective Members.
• Effectively respond to member comments in accordance with club policies and rules.
• Use ideas, feedback, and suggestions to continuously improve the services provided to members.
• Act as a liaison between Club management and members. Listen to members’ concerns and complaints and report them to the General Manager.
• Assist General Manager in the development and recommendation of activities that will increase one or all of the following:
• Member usage and participation.
• Member satisfaction level.
• Gross revenues.
• Assist in the writing of all membership marketing materials, member surveys, and media releases.
• Attend special events and activities to provide sales information and tours.
• Maintain prospective member information and individual files for each Club member and enter all information into Member Database.
• Recruit, train, supervise, schedule and evaluate membership office staff according to established club policies and procedures.
• Develop and adhere to a department budget; after approval, monitor and take corrective action as necessary to help assure that budget goals are attained.
• Establish short- and long-range goals to achieve membership sales objectives.
• Evaluate effectiveness of selling strategies, recommend and implement changes as appropriate to attain goals.
• Attend staff meetings.
• Perform other assignments made by the General Manager.

EDUCATION/EXPERIENCE/SKILLS:

• A Bachelor’s degree in Hospitality or Resort Management, Business Administration, Public Relations or related major and 3 years of relevant work experience.
• Two to three years’ related experience and/or training in a private club environment.
• Demonstrated ability to oversee the activities of Membership Sales department and control its budget.
• Ability to establish and maintain effective relationships with members, guests, department managers, administrative staff, and the general public.
• Proficient in Outlook, internet applications, knowledge of MS Word, PowerPoint, and Excel applications.
• Excellent team player with ability to work hands on in a fast-paced environment.
• Demonstrated results oriented and capable of working with minimal direction.
• Excellent listening and positive interpersonal skills.
• Strong closing abilities, excellent prospecting techniques, including cold calling.
• Must possess excellent communication skills, including strong verbal, written and presentation skills.
• Ability to communicate effectively with members, guests, and staff of diverse backgrounds, cultures, and education levels.

TYPICAL PHYSICAL AND MENTAL DEMANDS:

• Requires ability to perform some manual labor tasks that will require some strenuous physical efforts such as carrying, pushing, pulling, squatting and lifting up to 30 pounds. Able to reach, bend, stoop, and stand.
• Must be able to sit for prolonged periods of time.
• Must be able to convey information and ideas clearly and work in a safe, prudent and organized manner.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful, high-pressure situations with ability to handle multiple tasks at one time and maintain composure and objectivity.
• Must be able to work with and understand financial information and data, and basic arithmetic functions with ability to apply concepts such as fractions, percentages and ratios.
• Must be effective in listening to, understanding, and clarifying the concerns and issues raised by members, guests, and coworkers.
  

TYPICAL WORKING CONDITIONS:

Work may be performed in an indoor or outdoor setting. Varied weather conditions are expected with exposure to heat/humidity, or cold weather. Moderate noise level in the work environment. Varying schedule to include evenings, holidays and extended hours as business dictates.

Equal Employment Opportunity (EEO) Statement:

Our company is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Americans with Disabilities (ADA) Accommodation Notice:

If you require reasonable accommodation in completing an application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to Human Resources.