General Position Summary:

This front-line position assists members, guests and employees of the club with access, directions and information regarding the services provided at the club. This position provides exceptional customer service to each individual they interact with via face to face, through email and the phone while enforcing the club’s rules and informing the Member Services Manager and Manager on Duty of any activity that may affect the club’s safety and security.

Essential Job Functions/Major Responsibilities:

• Responds to member inquiries, requests and resolved issues in a timely, friendly and efficient manner
• Makes and cancels reservations and reservations for courts, events, classes, camps, dining and massages while adhering to specific guidelines established for each type of transaction
• Establishes and maintains effective two-way communications with other departments to obtain accurate and timely information necessary that will be used to accurately inform members of club programs and activities
• Researches and resolves registration and reservation problems; responds promptly to affected parties
• Redirects unresolved issues to the appropriate department
• Delivers member amenities including but not limited to membership cards, reciprocal letter of introduction, guest passes, nanny/caregiver cards, will call service, vehicle registration, photocopying, gift cards, notary, postage and event tickets
• Provides general information about the club’s programs, hours, facilities and accurately explains basic Club Riles and policies
• Provides locations and directions for meetings and events
• Enforces and educates members of guest policies as written in the Club Rules
• Issues reciprocal guest passes, charges applicable fees and completes secure credit card authorization form according to policy and procedure
• Contributes to desk organization and monitoring inventory supplies
• Complies with all Club safety policies and procedures demonstrating safe work practices. Identifies and reports unsafe or hazardous work conditions. Reports all workplace injuries and illness to supervisor
• Maintains regular and predictable attendance

Secondary Functions:

• Performs light administrative projects as assigned
• Accepts payment envelopes from members and deposits immediately in lockbox
• Performs other tasks as assigned by supervisor
• Participates in all club-related training classes

Job Scope:

The job this position performs is fairly routine and follows established practices and procedures. Duties are performed with specific directions to ensure all work is completed in line with the Club’s policies and procedures. Work is monitored by department manager and corrective trainings are given to ensure all employees perform job duties correctly and consistently.

Supervisory Responsibilities:

Full supervisory responsibility for all the department’s personnel. This presently includes a total of 10 employees of which 6 are part time and 4 are full time. Responsibility includes evaluations, coaching, discipline, scheduling, overtime, hiring, terminations, pay changes, position changes and training.

Interpersonal Contacts:

This position interacts with a wide variety of people that include members, guests, employees and occasionally contractors. Interactions tend to focus on providing information and assistance regarding the club and its services. A majority of the interactions will take place face-to-face with the remainder being by phone or computer.

Specific Job Skills:

• Demonstrates ability to interact courteously and effectively with a wide variety of people
• Demonstrates excellence in customer service in a position
• Ability to speak, read and write English fluently
• Ability to always remain alert and attentive through assigned shifts
• Demonstrates basic computer skills and the ability to quickly master relevant club software
• Ability to learn emergency procedures and respond quickly and competently in emergency situations
• Ability to read, learn and retain a significant amount of information including procedures, clubhouse floor plans, Club Rules, daily schedules, names and telephone extensions
• Ability to deal diplomatically and effectively with members, guests and employees who are not in compliance with Club Rules
• Ability to perform all essential job functions

Education and/or Experience:

• High school diploma, required
• Associates degree or some college preferred
• At least two years’ experience in customer service

Job Conditions:

• Normal office environment
• Requires prolonged sitting, finger dexterity, hearing, speech and visual acuity
• Operate/use a variety of office machines
• Busy periods require multi-tasking interspersed with periods of inactivity
• Must be available to work irregular hours including holidays, evenings and weekends, as necessary