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Representative Member Services is responsible for creating the first and last impressions of the Club experience for Members and guests by providing the 3 Steps of Service.This position is also responsible for providing administrative and technical support to the management team of the Club to increase Member retention, planning and execution of all events.
ESSENTIAL FUNCTIONS AND ACCOUNTABILITIES
To provide warm welcomes, magic moments and fond farewells to all Members/Guests who enter and leave the club by being presentable to greet with a friendly smile, attitude and an invitation to return.
To provide warm welcomes, magic moments and fond farewells to all Members, guests and others over the telephone through compliance with the club's phone etiquette standards.
Converse with Members and guests in an outgoing and friendly manner.You will be asked to focus your attention on Members and guests needs and remain calm, professional and courteous at all times, even when under pressure.
Inform Members and guests of Club services, features, upcoming events, room locations and amenities both in person and over the phone.
To assist Members in providing information for and scheduling appointments and reservations for club programs and services in accordance with club standards.
Accommodate Member and guest requests for business services, including but not limited to faxing, copying, mailing and other concierge services.
Responsible for seeing that daily assignments is completed in their respective areas, to meet Club standards and as communicated in the Star Service FOCUS expectations (ie orderly/organized work areas, straighten/arrange entry area, market materials are current, etc.).
Assist Member Relation initiatives such as, but not limited to, Club Newsletter, Message on hold and the website calendar and various other projects including event announcements, outbound calls to Members other marketing collateral to promote Member Services at the Club.
Act as an extension of the Member Relations, Membership and Private Events Departments in obtaining prospective Member referrals. Always obtain the name and phone number of the person requesting information so the appropriate department can follow up.
Build lasting and strong relationships with vendors and communicate the Clubs service standards
Have knowledge of and implement incident and service recovery procedures for both Member/Guests and Employee Partners.
Assist fellow Employee Partners, Members and guests to ensure delivery of the 3 steps of service without being directed.Be aware of team members and the environment and participate as a member of the team.
Notify supervisor of Member/Guest complaints at the time they occur. Rectify, practicing service recover, any complaints as soon as possible.
Must be able to interact with Members/Guests professionally, helping them with changes and last minute requests as needed.
Because of the fluctuating demands of the Clubs operation, it may be necessary that each Employee Partner perform a multitude of different functions; therefore, as an essential part of your job, you will be expected to help others when the occasion arises, just as other Employee Partners are expected to help you. Accordingly, you may be expected to perform other tasks as needed that are not included in the above accountability list.
Be knowledgeable of the following, but not limited to:
-Club hours of operation, services, amenities, technology and business features
-Basic Membership and private event information
-Club menus, dress code and ambiance
-Club special events and newsletter
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