GUEST EXPERIENCE AND CONCIERGE SPECIALIST

Job Summary: The Guest Experience and Concierge Specialist is the welcoming face of Tahoe Mountain Club. Responsible for delivering exceptional service to Members and Guests, this person is responsible for creating memorable experiences for all who walk through the club’s front doors. Being friendly, comfortable talking to strangers, and being good with names and faces are all keys to success in this position. Understanding the needs of Members and providing a over-the-top service are must-have qualities for this position. This role requires a hands-on approach to daily operations, ensuring member satisfaction, adherence to Club standards, and compliance with safety regulations. The Specialist will act as the primary point of contact for Members and Guests, providing personalized assistance, promoting Club activities, and maintaining a welcoming atmosphere.

Job Tasks:

• Represent the Club in a professional manner that upholds its high standards of excellence.
• Converse professionally with Members and Guests both in person, on the phone, and via email.
• Greet Members warmly, and by name, whenever possible.
• Provide concierge-level services. Collect Member and Guest inquiries, seek solutions using provided resources, and personally close the loop with the member or guest.
• Review events calendars. Promote events and make recommendations. Sign members up for events.
• Promote awareness of club activities, services, amenities, and upsell opportunities.
• Assist in planning and executing small member events.
• Maintain an understanding of club membership types and the access they provide. Be able to confidently discuss club offerings with interested parties.
• Manage access to Club facilities while ensuring proper use of membership cards and collection of guest fees.
• Assist with the management of TMC’s member communication including mass email, direct emails, SMS campaigns, and website content.
• Coordinate production of event signage and collateral to ensure consistent branding.
• Craft creative and compelling member copy for event messaging, newsletters, and announcements.
• Monitor and report key communication performance metrics.
• Ensure accuracy of all outbound communication materials.
• Collaborate across departments to align communication plans with overall member engagement initiatives.
• Assist with post-program communication summaries and member feedback collection.
• Handle administrative tasks such as issuing membership cards, taking photos for IDs, and maintaining records.
• Understand and support the decisions of club leadership. Speak confidently and positively with Members and Guests about existing policies and policy updates.
• Operate point-of-sale (POS) systems to accurately process transactions, sell items, and collect fees.
• Monitor facilities for cleanliness, maintain a tidy environment, and ensure a clutter-free workspace
• Maintain safety compliance, and visual presentation standards.
• Follow all company safety and security policies and procedures.
• Monitor weather conditions and make operational decisions that ensure member and crew safety.
• Maintain and organize member recreational items and supplies.
• Collect, track, and organize lost and found items. Reunite items with their owners.
• Perform opening and closing duties as assigned.
• Respond swiftly to emergencies or safety concerns in accordance with facility policies.
• Coordinate with internal teams to ensure seamless operations.
• Participate in staff meetings and training sessions as required.
• Perform additional tasks or assist other team members as needed due to fluctuating demands.

Because of the fluctuating demands of the Club’s operation, it may be necessary that each employee 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 employees are expected to help you. Accordingly, you may be expected to perform other tasks, not specifically addressed above.

Reports to: Member Services and Reservation Manager

Supervises: No supervisory duties are required of this position.