Club Concierge

Position: Club Concierge and Lodging Coordinator

General Work Schedule: Wednesday through Sunday. Front desk coverage is

Wednesday, 9:00 am – 3:00 pm

Thursday 10:00am – 7:00pm

Friday 10:00am – 7:00pm

Saturday 10:00am – 7:00pm

Sunday 10:00am – 5:00pm

Some Holidays and Member event participation.

Summary: This position requires a people person who is highly motivated to deliver the highest standards of Member service to the Members of the Escondido Golf & Lake Club. The candidate must possess a positive and professional demeanor and have a flexible schedule to include weekends, holidays, and Member events. Experience in hospitality, specifically Club background with strong customer service and sales skills, computer knowledge, and organizational and follow-up abilities preferred.

General Duties:

• Manage the incoming calls to the general Club number and direct calls to the appropriate Club team member. Ability to take complete and accurate messages.
• Ability to interact with Members, guests, realtors, and visitors offering warm welcomes, requested information, directions, and fond farewells.
• Have an awareness and general knowledge of the property, policies, procedures, operating hours, and current events property-wide.
• Serve our Members and their guests by making reservations to the amenities and suggesting activities and services enhance their experience.
• Coordinate lodging reservations and work with the team to know when Members, their guests, or candidates for membership are staying in our rental products.
• Communicate with all cottage owners.
• Work with the Clubhouse Manager and Director of Events to create a diversified and creative calendar of social events. This position will work closely with all departments to oversee the coordination of events.
• Communicate with vendors and maintain relationships.
• Document the Club’s communication history.
• Know what is going on in the Club Newsletter and email blasts to provide accurate information to our Members, including specials and menus.
• Know the private events that are happening to provide Members, guests, vendors, and associates with accurate information.
• Create a Daily Report, a brief summary of important information such as individuals staying in our Lodging units, transportation runs, weddings and private events, Member events, menus, etc.
• Attend meetings as needed for events. Attend Staff and BEO meetings and appropriate committee meetings.
• Become proficient in using the Jonas system, from ringing in tickets to updating Member profiles and Member Directory updates, including Member photos in Jonas.
• Maintain a good rapport with all Managers and associates to ensure a smooth resolution of all Member/guest concerns.
• Maintain membership collateral, including but not limited to prospect and orientation packets and brochure supplies.
• Greet prospects and realtors, take accurate information and complete a Membership Interest Card to pass along to the Director of Membership Operations or the appropriate real estate person.
• Maintain the front desk area in an orderly, clean manner as it is the arrival experience for most of our Club Members and guests.
• Accept To Go Orders and ensure the accuracy of the order and delivery method.

· Communicate with Members and guests regarding rental homes in the Lodging Program

· Accept lodging requests and coordinate reservations in accordance with available accommodations

· Establish guest needs and communicate needs of other departments to appropriate contacts

· Utilize reservation and booking systems to communicate reservations to homeowners and appropriate club staff

· Coordinate payment method and tracking and billing of all fees for reserved rentals

· Complete reservation confirmations and contracts and ensure Member/guest sign off

· Check rental homes for quality and readiness

· Meet with guests for check-ins and check outs and to provide information about the Club and happenings

· Log lost and found items and store them appropriately; contact guests for the ability to claim lost items.

· Submit invoices to homeowners and accounting for processing

· Schedule additional services needed to repair or maintain rental homes with the Facilities Coordinator and Residential Services Manager.

· Contact sub-contractors and take bids and oversee the quality and timeliness of the work

· Update homeowners on rental properties regularly

· Record daily status of rental homes

· Investigate complaints about service and equipment and take corrective action.

Employment Standards:

• The position requires a flexible schedule, creativity, social and interpersonal skills, decision-making ability, initiative, and a sense of urgency. These skills are required to address items/issues that occur daily within the Club.
• Strong interpersonal, multi-tasking, and prioritizing skills.
• Strong computer skills, i.e., Word, Excel, Jonas & Club Essential
• Organizational and follow-up skills.
• High School diploma or equivalent required.
• Excellent oral and written communication skills.

Knowledge

Member and Personal Service
Knowledge of principles and processes for providing Member and personal services. This includes Member needs assessment, meeting service quality standards, and evaluation of Member satisfaction.
English Language
Knowledge of the structure and content of the English language, including the meaning and spelling of words, rules of composition, and grammar.
Clerical
Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, and other office procedures and terminology.
Sales and Marketing
Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, and sales techniques.

Basic Skills

· Active LearningUnderstanding the implications of new information for both current and future problem-solving and decision-making.

· Active Listening Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

· Critical Thinking Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

· Learning StrategiesSelecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things.

· Mathematics Using mathematics to solve problems.

· MonitoringMonitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.

· Reading ComprehensionUnderstanding written sentences and paragraphs in work related documents.

· Science Using scientific rules and methods to solve problems.

· Speaking Talking to others to convey information effectively.

· Writing Communicating effectively in writing as appropriate for the needs of the audience.

Social Skills

· Coordination Adjusting actions in relation to others' actions.

· Instructing Teaching others how to do something.

· Negotiation Bringing others together and trying to reconcile differences.

· Service Orientation Actively looking for ways to help people.

· Social Perceptiveness Being aware of others' reactions and understanding why they react
as they do.

Desktop Computer Skills

· Spreadsheets Using a computer application to enter, manipulate, and format text and numerical data; insert, delete, and manipulate cells, rows, and columns; and create and save worksheets, charts, and graphs.

· Presentations Using a computer application to create, manipulate, edit, and show virtual slide presentations.

· Internet Navigating the Internet to find information, including the ability to open and configure standard browsers; use searches, hypertext references, and transfer protocols; and send and retrieve electronic mail (e-mail).

· Navigation Using scroll bars, a mouse, and dialog boxes to work within the computer's operating system. Being able to access and switch between applications and files of interest.

· Word Processing Using a computer application to type text, insert pictures, format, edit, print, save, and retrieve word processing documents

· Graphics Working with pictures in graphics programs or other applications, including creating simple graphics, manipulating the appearance, and inserting graphics into other programs.

· Science Using scientific rules and methods to solve problems.

· Speaking Talking to others to convey information effectively.

· Writing Communicating effectively in writing as appropriate for the needs of the audience.

·Desktop Computer Skills

· Spreadsheets Using a computer application to enter, manipulate, and format text and numerical data; insert, delete, and manipulate cells, rows, and columns; and create and save worksheets, charts, and graphs.

· Presentations Using a computer application to create, manipulate, edit, and show virtual slide presentations.

· Internet Navigating the Internet to find information, including the ability to open and configure standard browsers; use searches, hypertext references, and transfer protocols; and send and retrieve electronic mail (e-mail).

· Navigation Using scroll bars, a mouse, and dialog boxes to work within the computer's operating system. Being able to access and switch between applications and files of interest.

· Word Processing Using a computer application to type text, insert pictures, format, edit, print, save, and retrieve word processing documents

· Graphics Working with pictures in graphics programs or other applications, including creating simple graphics, manipulating the appearance, and inserting graphics into other programs.

· Databases Using a computer application to manage large amounts of information, including creating and editing databases, inputting data, retrieving specific records, and creating reports to communicate the information.

Communication

· Requires telephone conversations

· Requires use of electronic mail

· Requires writing letters

· Requires face-to-face discussions with individuals or teams

· Requires contact with others (face-to-face, by telephone, or otherwise)

Conflict

· Requires dealing with unpleasant, angry, or discourteous people

· Includes conflict situations

Pace and Scheduling

· Requires meeting strict deadlines

Work Setting

· Requires working indoors in environmentally controlled conditions and may involve working outside in uncontrolled conditions.

· Job tasks are performed in close physical proximity to other people

Performing for or Working Directly with the Public

· Correspond with Members to answer questions or resolve complaints.

Job Type: Full-time

Pay: $16.00 - $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift

Supplemental pay types:

• Bonus opportunities
• Tips

Ability to commute/relocate:

• Horseshoe Bay, TX 78657: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Preferred)

Shift availability:

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

Work Location: In person

Salary : $16 - $20