The Resort Concierge is responsible for promoting our lifestyle programming for Members on the resort campus including but not limited to travel, life-enrichment seminars, socials, resort pool, fitness classes/fitness memberships, spa reservations, and sports court programming for Members and guests who enter The Hub while providing outstanding service in a professional and courteous manner.
Supervisory Responsibilities
- No supervisory responsibility.
Duties & Responsibilities
- Possess a high level of energy, initiative, enthusiasm, and cooperation, and exercise good judgment and discretion.
- Greet Members and guests to The Hub warmly and pleasantly.
- Oversee the coordination of all Member and guest requests and issues/complaints in a professional, courteous, and timely manner, and follow up with the Lifestyle Manager or Resort Manager when appropriate.
- Respond calmly and tactfully to problem situations and discuss concerns constructively with people who need to be involved.
- Demonstrate exceptional customer service when communicating with other departments, Members, guests, and vendors.
- Answer questions about the resort programming and recommend events, shows, and functions for Members to attend.
- Ability to write routine reports and correspondence.
- Possess strong interpersonal skills and the ability to communicate with Members in an appropriate tone and manner both verbally and written.
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals such as an emergency preparedness plan and respond appropriately to all emergencies.
- Answers telephone and greets Members and prospective buyers.
- Excellent organizational and time management skills.
- Proficiency in Microsoft Word, Excel, Outlook, PowerPoint, Publisher, and operating systems such as POS.
- Ability to learn registration software, Google Forms, MailChimp, registration processes, policies and procedures, equipment, material, products, etc.
Daily Operations l Events & Lifestyle Programming
- Responsibilities include but are not limited to greeting Members and guests as they enter, checking ID cards, assisting with event set-ups, responding promptly to communications, and following through on commitments made to others.
- Work as a team with the Lifestyles department to create a fun and exciting program for Members and their guests and promote events, activities, and functions offered throughout the resort campus.
- Assistance in the room set-up and break-down for their events and assist when facilities are being used.
- Assists Lifestyle Manager in preparation of all events, promotions, and functions which will include set up and breakdown props, as directed by supervisor.
- Replenish desk forms (Orientation packages, Class sign-in forms, and others)
- Maintain a current calendar of event registration for Members.
- Assists in the preparation of articles and a calendar of events for the Lifestyle Magazine.
Daily Operations l Spa, Fitness & Court Sports
- Must be knowledgeable about the use of all fitness equipment.
- Must be knowledgeable regarding fitness activities and personal training services to adequately explain them to members and guests.
- Handle all administrative functions of the spa, fitness, and courts including using the scheduling software for classes, clinics, personal training, private lessons, and spa treatments.
- Must monitor appointments and ensure proper staffing to maintain a sense of order and efficiency.
- Maintain inventory of supplies and follow up with Lifestyle Manager when appropriate.
- Must be able to assist Members and guests in the retail area.
- Ensure the facility is prepared for proper opening and closing each day.
- Monitor and maintain the cleanliness and orderliness of the facilities including ensuring facility/amenities are in proper working order.
- Helps to launder towels and linens when necessary.
Physical & Mental Skills/Abilities
Good organizational and verbal skills. Possess a high level of energy, initiative, enthusiasm, and cooperation, and exercise good judgment and discretion. Public speaking skills are important to the effectiveness of this position and have highly effective interpersonal skills, problem-solving, point of sale system, registration processes, policies and procedures, equipment, material, products, etc.
- Must have the ability to perform moderate physical work and may be required to lift up to 50 lbs., up to 30 lbs. frequently, and up to 20 lbs. constantly.
- Perform activities such as bending, kneeling, crouching, reaching, standing, lifting, and grasping for up to 5 hours without sitting.
- Ability to conduct and actively participate in scheduled programs with intermittent sitting, standing, bending, stooping, walking, climbing stairs, and lifting objects weighing up to fifty (50) pounds frequently.
- Should anticipate standing for extended periods.
- Extended time on the computer.
- Vision required for some close work.
- The noise level is considered moderate.
- Individuals frequently are required to use their hands and arms.
- Occasionally required to sit and stoop, kneel, crouch, or crawl.
Education & Experience Requirements
- CPR and First Aid certifications required, or willingness to become certified within the first 90 days.
Education & Experience Preferred
- High School diploma or equivalent and/or 1-year experience in a luxury environment (member services, resort front desk, retail, spa, and/ or related field.
Working Conditions
Works indoors and outdoors. Potential exposure to sharp and rapid equipment movement, sharp utensils, harmful chemicals, and or solvents if proper safety procedures are not followed.
This job description does not imply that the above are the only responsibilities assigned to this position. Employees holding this position will be required to perform any job-related duties as requested. All requirements are subject to possible modification to reasonably accommodate individuals with a disability.
