Membership Service Representative - The Nelson

Membership Service Representative

Reports to: Membership Experience Management Team, Membership Service Lead Supervisor

Job Summary (Essential Functions) Assist members and guests in all front office-related areas in an efficient, courteous, and professional manner that maintains high standards of service and hospitality. Dedicated to every member receiving immediate, polite, and complete service.

Job Expectations/Duties

• Greets all Members who enter the Club.

• Always demonstrates a calm and professional manner.

• Handling all Members’ interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible.

• Assisting Members in all inquiries in connection with Club services, hours of operations, in-house events, directions, etc.

• Responds to all Member requests accurately and promptly. Interactions with Members will be in person, on the phone, and via email.

• Gracefully resolves customer complaints from all areas of the Club.

• Fostering relationships to improve the Members’ Experience and strives for Member Name Recognition.

• Interactions with members is strictly professional.

• Reports inappropriate behavior or unusual occurrences to Lead Supervisor and/or Management in accordance with Century policy.

• Assists with the functions of sister departments including fitness and tennis operations

• Works harmoniously and professionally with co-workers and supervisors.

• Leaves personal issues at home.

• Personal cell phone use is kept to a minimum and only for work related topics.

• Follows proper credit, cash, checking and cash-handling policies and procedures.

• Operates front-office equipment.

• Processes mail, packages, and messages.

• Reads and initials the communication log daily; knows of daily activities and meetings taking place in the club.

• Familiar with all safety and emergency procedures and accident prevention policies.

• Assist in inventory of Membership Services supplies and member items.

• Maintains the organization, cleanliness, and neatness of the front desk and lobby areas.

• Performs other appropriate tasks assigned by the Membership Experience Management Team.

Physical Demands of the Work Environment

• Occasional bending, stooping, lifting, and pulling.

• Frequent sitting, walking, and standing.

Dress Code

• All black business casual attire

• Comfortable smart footwear is permitted

• Must wear name tag when clocked in

Standard Operating Procedure

Membership Service Desk’s Operational Hours

Monday - Friday

5:00 AM - 1:00 PM – Opening Shift

10:00 AM - 6:00 PM – Middle Shift

1:00 PM – 9:00 PM – Closing Shift

Saturday - Sunday

6:00 AM - 1:00 PM – Opening Shift

10:00 AM - 6:00 PM – Middle Shift

1:00 PM – 9:00 PM – Closing Shift

• Employees must be willing to work any shift, weekends, and holidays unless approved otherwise.

Position can be Full-Time or Part-Time.