•You’ll be the ‘face of’ the Club; upholding the clubs ethos, values and standards.
•Providing a warm welcome to our members, getting to know and understanding our guests in order to deliver outstanding service and running the reception desk & club floor like a well-oiled machine
•Handle any member / guest requests, complaints or feedback in a service orientated manner, escalating any situations that you are unable to resolve with the relevant manager
•Deal with all internal and external calls in a professional and efficient manner, taking into account call response times, call handling and etiquette
•Ensure that you provide members and guests with accurate and relevant information on all rates, packages, facilities and services in order to actively promote the Club, and convert enquiries effectively into memberships and bookings
•Manage all general enquiry channels for members, make & do and events/parties ensuring prompt follow up & forwarding of enquiries to the relevant teams.
•Experts in class booking and able to offer advice about class content to Members, as well as aid in the promotion of the make + do and various events programmes to members
•Maintain the integrity of Membership database (CRM) to allow for accurate analysis and planning in the Clubs and at HQ level
•Ensure that all member, guest and account data (including new profiles, profile notes and traces) are accurately maintained in the CRM
•Identify VIP bookings to ensure that these are flagged with the operations team so that special requests and arrangements can be made by the relevant person
•Managing & servicing the members club floor – soft play, grab & go bar and members lounge ensuring members are being provided the best experience at all times.
•Responsible for the general upkeep of the clubs and facilities – keeping on top of our cleaners when required and identifying repairs that need doing
•Working with our Membership Community & Events Champion to manage and co-ordinate our Kids Parties & Events on the day – ensuring that we are staffed adequately, ensure smooth and successful running and that our members are having the best party ever!
•Conduct site tours when required and take every opportunity of promoting the club and membership services
•Foster good working relationships across all departments in order to encourage interdepartmental support, creative thinking and ensure production and service standards are maintained
•Provide F&B support where required on the club floor
⇝Super fun – shiny, happy and full of energy
⇝Have at least 2 years’ experience in a similar role, ideally in a Private Members Club or elite guest facing role
⇝Have excellent communication skills, both written and verbal, and be fluent in spoken and written English
⇝Have heaps of energy, enthusiasm and playfulness with a natural flair for making kids and adults alike feel happy and at ease.
⇝Have excellent interpersonal skills and be able to forge and maintain strong relationships with members, participating where necessary in member events
⇝Have an excellent understanding of the importance of providing impeccable service to all guests and members, ensuring each member feels valued
⇝Possess the ability to work as part of a team and build strong working relationships
⇝Having previous working knowledge of using CRM systems is a bonus
⇝Organised, with the ability to adjust work priorities in line with operational needs, and a willingness to get stuck in.
⇝A strong team player, able to communicate well across departments and build strong working relationships.