Job Title: Concierge

Effective Date: 10/01/2011

FLSA Status: Non Exempt

Status: Full-time, regular

Position Summary:

Front line position - greeting and interacting with members, both in person and over the phone. Directs members and guests to desired location on and off property. Full knowledge of club happenings and ability to relay proper information upon request. Provide Concierge services based on members needs and requests. Maintain Concierge database centered on member needs.

Reports directly to Director of Membership & Communications.

Front Desk Responsibilities Include:

• Reservations & Events:

• Take reservations for club events and help with floor plans.
• Must have general knowledge of Guest Bridge Administration System (IBS) and be able to create needed information, i.e. new reservations sheets, calendar of events, special event sheets, etc.
• Must be proactive in communicating any special information, changes, etc. with members and staff.
• Call to confirm all reservations for all specialty events. Inform member of our cancellation policy and relative rules and policies.
• Create and distribute Daily Activities sheet to all departments.

• Phone System:

• Knowledge of MITEL phone system. Transfer calls, take messages, put into voice mail or try to locate individual if emergency situation. Retrieve messages left on phone from overnight. Return calls or transfer to appropriate individual.

• Bridge/Mahjong:

• Order supplies for bridge.
• Post bridge results in bulletin board. Distribute one to Accounting.
• Communicate with F&B regarding bridge/mahjong players.
• Keep phone list for potential bridge players. Keep phone list for those interested in bridge lessons.

• F&B Support:

• Properly fill out cater-out orders with kitchen, make copies and distribute to F& B for billing, kitchen, accounting and any other appropriate department.
• Type, print, and distribute daily specials in summer.
• Type menus when requested. Get proofed, print and distribute copies.

• Other Responsibilities:

• Must have knowledge of Clubhouse happenings and be able to relay this knowledge to members. Also must be diligent in retrieving information about other inquiries.
• Keep bulletin board up-to-date with flyers and change out posters as needed.
• Learn program for in-house channel 63, and keep up to date.
• Direct visitors to desired location or department.
• Communicate with appropriate POA department the member’s desired request.
• Distribute and keep track of Member Directories. Mail if requested and charge to their account number.
• Send faxes/receive faxes, make photo copies, etc. for members as requested.
• Create calendar of events/POS system sheet. Get proofed, print and distribute.
• Take summer spa appointments.

Concierge Responsibilities Include:

• Assist in fulfilling any reasonable request from member.
• Arrange reservations for dinners, concerts and more off property.
• Suggest restaurants, shopping location, health services and other places of interest for the members and guests in the area.
• Act as a guide in local tourist maps and geographical area.
• Maintain confidentiality of any information of the members.
• Must demonstrate the ability to carry more than one task at a time.
• Maintain and continue to grow vendor database.
• Keep organized vendor list for members to browse through.
• Maintain list of local and surrounding area theatre schedules.
• Come up with ideas for Concierge generated events that do not conflict with club events.
• Get feedback from members after a service has been recommended.
• To grow a relationship with vendors, notify them each time positive feedback has been given by a member. Notify the vendor after two negative feedbacks.
• General knowledge of surrounding area i.e. downtown, restaurants, directions, etc.
• Offer support to New Member Welcome Committee.
• Provide Notary services.
• Give club tours to new members when asked.

• Stay & Play and Yacht & Play Services & Support:

• Coordinated with Realty about guest arrival and services.
• Arrange Tennis, Golf and/or any other service requested for the guest.
• Gather all material from various departments and create gift basket.
• Make guests feel welcomed and important.

Skills and Abilities:

• Excellent communications skills.
• Advanced word processing and desktop publishing skills. Experience in Excel, Microsoft Word, Microsoft Works and Microsoft Publisher desired.
• General knowledge of copy machine, fax machine, computer printer, etc.
• Able to operate MITEL phone system.
• Ability to learn and understand our Guest Bridge reservation system (IBS).
• Able to prioritize and complete several tasks at once.
• Be genuinely friendly and eager to help members and staff alike.

Education/Training/Certificates/Licenses:

• Valid Driver’s License
• High School diploma or equivalent

Working Conditions: Must be able to sit for long periods of time. Must have manual dexterity for typing, printing, phone repair, etc. Must be able to lift 10 pound (i.e. reams of paper, centerpieces, flower pots, packages, etc.).

Schedule is Full time 32 hours a week Friday-Monday 8:30am-4:30pm