Griffin Club LA is searching for an energetic, creative, and proactive individual to join our team as the Member Services Manager (Concierge Manager). We prioritize individuals with enthusiasm, professionalism, great communication skills, and a solid commitment to excellence. Our ideal candidate will be a self-motivated and diligent individual who values serving our membership base. Experience in customer service, leadership, and communications is essential for this role. We are looking for a dynamic professional who excels in a lively, fast-paced environment and provides unparalleled high- level member experiences.

SUMMARY

The Manager of Member Services is responsible for leading, managing, and overseeing the Member Services team (Concierge Team). This summary below is not an all-inclusive description of job duties. Other job duties and responsibilities may also be assigned by the General Manager at any time based upon the Club's need:

Essential Duties & Responsibilities:

The Manager of Member Services will elevate the team's performance, ensuring a seamless experience for members while implementing strategic initiatives to enhance service standards and club operations. Foster positive relationships within the team, align efforts to achieve shared objectives, and adeptly address employee concerns to uphold a collaborative work environment.

• Manage and lead the Member Services team in efficiently handling member interactions, phone calls, email communications, requests, disputes, and concerns. Ensure appropriate resolution by coordinating with relevant departments or individuals. Address specialized member requests and unique needs with a high level of attention and personalized service. Ensure that member & guest inquiries are responded to in a timely manner. This includes reciprocal club guest inquiries, guest agreement logs & charges, daily/annual nanny passes, locker assignments and lost & found items which should be organized and then discarded quarterly on specified dates.
• Maintain a high standard of service by warmly welcoming members and guests, promptly addressing service needs, assisting individuals with special requirements, and expressing genuine appreciation for their patronage. Curate, gather and disseminate comprehensive information to members and their guests regarding property amenities, local attractions, private & club events, programming, and recreational activities.
• Organize, coordinate, and implement various services and programs and act as an information source for help to members and their guests. Oversee shift logs, maintain meticulous documentation in logbooks, and facilitate effective communication through daily memos or pass-downs.
• Assume responsibility for monitoring club property, ensuring safety protocols adherence, and safeguarding member and guest well-being. Promptly report any incidents, injuries, or safety hazards to the management team, initiating necessary follow-up actions and implementing safety training initiatives. Communicate effectively using professional language, meticulously prepare written documents, and handle telephone inquiries with proper etiquette.
• Oversee hiring, onboarding, training, and scheduling of new and existing team members. Create a weekly & daily schedule that allows the team to focus on completing specific tasks while covering breaks in a way that allows the club to operate seamlessly. Responsible for uploading schedules into Hotschedules, reviewing/correcting time punches and completing payroll responsibilities on ADP. Create agenda and conduct weekly / bi-monthly MS team meetings to update the team on club updates, programming, policies, member concerns, and upcoming private & club events.
• The Member Services Manager will be responsible for managing and stepping in to perform the Member Service Concierge tasks outlined in the Member Services job description to fill in the gaps in the absence of MS team members.

Qualifications:

• Proficient in setting priorities, handling multiple tasks, solving problems, and strategizing effectively.
• Possesses strong organizational acumen and meticulous attention to detail.
• Demonstrates excellent written and verbal communication skills.
• Capable of working efficiently under tight time constraints and meeting deadlines.
• Minimum of 2-3 years of experience in Customer Service, Hospitality & Management, ideally within a Private Club or Hotel setting.
• Must be professional, polished, and adhere to GCLA dress code.
• High School Diploma or Bachelor's degree preferred.
• Proficiency in Microsoft Office tools like Word, Excel, PowerPoint, Outlook, etc.
• Exceptional attention to detail and adeptness at multitasking.
• Capacity to collaborate professionally with management staff and fellow employees.
• Minimum age requirement: 21 years old or above.
• Flexibility to work diverse schedules, encompassing days, nights, weekends, and holidays.

Physical Demand & Work Environment:

During the execution of job responsibilities, the employee will frequently engage in verbal communication and auditory activities. The role involves standing, walking, sitting, using hands for tasks, grasping objects, reaching, and occasionally stooping, kneeling, or crouching. There may be instances where the employee is required to lift and move items weighing up to 50 pounds. Vision capabilities encompass close and distant viewing.

The job primarily operates indoors within a controlled environment. However, occasional work may occur outdoors, subjecting the employee to moderate noise. Our hiring process considers all qualified applicants irrespective of race, color, religion, gender, national origin, disability, veteran status, and other protected characteristics as per legal guidelines.

Salary Range: $66,000-$70,000

Job Type: Full-time

Pay: $66,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Evening shift
• Every weekend
• Holidays
• Monday to Friday
• Morning shift
• Night shift

Experience:

• Management: 2 years (Required)

Shift availability:

• Day Shift (Required)
• Night Shift (Required)

Ability to Commute:

• Los Angeles, CA 90064 (Required)

Ability to Relocate:

• Los Angeles, CA 90064: Relocate before starting work (Required)

Work Location: In person