Member Concierge Manager

Responsibilities

• Being responsible for the recruitment, onboarding, induction and ongoing development of every Front of House team member.
• Driving member interactions from the team, ensuring each member receives a personalised service, building their trust with each interaction and forming long lasting professional relationships.
• Serving as a role model to demonstrate appropriate behaviours; understanding the impact the Front of House department has on NPS.
• Helping members with every request in a clear and timely manner, giving accurate information about the club's updates, procedures and policies, and always striving for member satisfaction.
• Carrying out all required Duty Manager tasks to the required standard, ensuring their team do the same.

Qualifications

• Experience managing a team in a luxury, member-facing environment.
• Strong communication skills both verbal and written.
• Proven track record of dealing with member complaints.
• Have great attention to detail and set a high bar when it comes to member experience.