ClubLife Concierge| Ken Garff (Utah) University Center Club - Oak View Group

Oak View Group:

Oak View Group is the global leader in venue development, management, and premium hospitality services for the live event industry. Offering an unmatched, 360-degree solution set for a collection of world-class owned venues and a client roster that includes the most influential, highest attended arenas, convention centers, music festivals, performing arts centers, and cultural institutions on the planet.

Overview:

The ClubLife Concierge will play an integral part on the Member Experience Team supporting project work and goals. Creating remarkable experiences for our Club Members before, during
and after every visit. 
• Communications - Communicate ClubLife through all channels, and take care of member’s needs as it relates to reservations, inquiries, preferences, etc.
• Programming - Speak to members on various topics and promote Member events, gatherings, facilities, services, and experiences.
• Member Engagement - Relationship and report building with members and guests. Responsible for key ClubLife project work, i.e., execution of Birthday campaigns, reservations follow-up, invitation to signature events etc.
• New Member Onboarding - Key focus on name recognition and connection with WarmWelcomes and Fond Farewells.

 

Member Experience Team Support - Support ME Team in events, marketing, & promotion.  Work directly with ME Team for exceptional event experiences, pre, during, & post events. 

Reports Directly To: Director of Member Experience, Member Experience Manager, or General Manager.

Responsibilities:

• Direct Members and Guest to their destinations within the club, provide business and concierge services to our Members and be proactive in creating Magic Moments.
• Inform Members and guests of Club services, features, upcoming events, room locations and amenities both in person and over the phone.
• Assist Members in providing information for and scheduling appointments and reservations for club programs and services in accordance with club standards.
• Maintain the lobby, front entrance, workstation, and other surrounding areas clean and free of debris. Ensure supplies that may be needed by Members/Guests are stocked such as pens, notepads, etc.
• Accommodate Member and guest requests for business services, including but not limited to faxing, copying, mailing and other concierge services, owning the request from start to finish.
• Assist Member Experience 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, always keeping materials current.
• Seat guests.

• Adhere to all company, club and department standards of operations, policies, and procedures whether written or verbal.
• Conduct ourselves professionally and respectfully.
• Work safely.
• Attend daily line-up and participate as requested.
• Take pride in our appearance by arriving to work in a clean and neat uniform and properly groomed according to Club standards.
• We are open, flexible, and adaptable to take care of our Members and Guest changing needs.
• Understand service recovery procedures for Member/Guests.
• Notify GM and/or department head(s) of Member/Guest complaints. Rectify by using service recovery procedures as soon as possible.
• We are ready to assume different responsibilities as needed and requested as an essential part of our jobs.

• Member Services at the Club, always keeping materials current.

• Member Events - Works directly with ME department on the planning, logistics, and execution of member events.   

• Creates event proposals , sources vendors, and materials needed. 

• Create Outlook calendar events for all ME team members, including vendor pre-event reminders.  

• When needed, event support including set up, Member check in, event POC, and/or breakdown. 

• Marketing Support -Works directly with the Member Experience Coordinator on content creation.  Attends events to take content for all socials, create flyers and social posts for up-and-coming events obtaining accurate dates and times, editing and coordinating well-balanced themes for each social platform, and overall content planning.

Qualifications:

About you:
• Minimum of one-year experience in hospitality business or a similar role.
• Service oriented mindset and be capable of making every guest feel valued.
• A ‘people person’ with a can-do attitude and willingness to go above and beyond to deliver an exceptional Member experience.
• Strong communication skills verbal, written, phone, text, and social media communications.
• Work well under pressure, coordinating multiple tasks at any given time.
• Strong organizational skills and attention to detail.
• Positive phone demeanor.
• Exceptional listing skills.
• Competent working with Microsoft Office suite, including Word, Outlook, and Excel.
• Adaptable to new technology.
• Positive attitude and be willing to work as part of a team.
• A multi-tasker, prioritizing time effectively.

 

Physical Requirements:
Standing, walking, exposure to temperature changes, dust, fumes, or gases, climbing/ladders,
squatting/kneeling, reaching, grasping, pushing/pulling, twisting/bending,
lifting/carrying/pushing/pulling up to 100 lbs. on occasion, folding/unfolding, talking, hearing,
and seeing.

 

Attendance Requirements for this position as outlined on the weekly schedule. Additional hours are required to meet deadlines of the position, including weekends and/or holidays.

Strengthened by our Differences. United to Make a Difference:

At OVG, we understand that to continue positively disrupting the sports and live entertainment industry, we need a diverse team to help us do it. We also believe that inclusivity drives innovation, strengthens our people, improves our service, and raises our excellence. Our success is rooted in creating environments that reflect and celebrate the diverse communities in which we operate and serve, and this is the reason we are committed to amplifying voices from all different backgrounds.

Equal Opportunity Employer:

Oak View Group is committed to equal employment opportunity. We will not discriminate against employees or applicants for employment on any legally recognized basis (“protected class”) including, but not limited to veteran status, uniform service member status, race, color, religion, sex, national origin, age, physical or mental disability, genetic information or any other protected class under federal, state, or local law.