Concierge Services Representative

JOB SUMMARY:

The Concierge Services Representative is responsible for the day-to-day operations of the Concierge Services department, including new membership sales, front desk operations, Recovery Services, and handling membership account inquiries. This role ensures the highest quality of service for all members and guests through professional greetings, account maintenance, and extensive knowledge of all PAC products and services. Additionally, the Concierge Services Representative focuses on fostering connections among new and existing members, ensuring engagement and satisfaction. 

The role has a direct impact on revenue, member retention, and overall customer service. The Concierge Services Representative will uphold the Packers Athletic Club’s Mission and Vision. 

Job Responsibilities:

Membership Experience: 

• Work the front desk to ensure a welcoming, efficient, and organized entry experience for all members and guests. 
• Assist in handling the membership sales process, ensuring that all potential members receive a warm and informative introduction to PAC. 
• Focus on building and maintaining strong connections with both new and existing members to enhance their experience and retention. 
• Assist members in account inquiries, including upgrading, downgrading, freezes, and cancels. 
• Help connect all new members to ancillary services. 
• Process paperwork and handle contract related questions. 

Sales & Promotion: 

• Market, promote, and sell programs and services throughout the club using approved marketing materials and relationship selling techniques to increase participation. 
• Assist in PAC events to provide an outstanding member experience. 

Customer Service: 

• Ensure the safety and security of the club by checking all members into the club.  
• Handle all telephone calls to the club. 
• Assist in opening and closing procedures of the club, depending on shift. 
• Assist members and prospective members with any app related inquiries. 

Recovery Experience: 

• Work the recovery desk to ensure a welcoming, efficient, and organized entry experience for all members and guests. 
• Coordinate all scheduling of recovery services. 
• Answer all recovery related questions. 
• Assist members in utilizing equipment and services and cleaning the space after use. 
• Process guest payments for use of the recovery area. 

Other Responsibilities: 

• Keep the club clean and free of clutter.  
• Establish yourself as an integral team member within the club.  
• Other duties as assigned by the General Manager. 

JOB QUALIFICATIONS:

• High School degree or above required. 
• 1+ years of experience, including customer service experience,  event coordination/program planning, and sales.   
• CPR/AED certification required. 
• Excellent customer service and promotional skills. 
• Strong communication skills. 
• Ability to collect and analyze data to make accurate decisions. 
• Multi-tasking skills and the ability to learn quickly. 
• Conflict resolution skills, handled in a professional manner. 
• Proficiency with Microsoft Excel and Word. 
• Ability to work a variety of schedules, including weekends and holidays. 
• Ability to stand, walk, use hands to handle objects, tools, or controls, reach with hands and arms, and occasionally sit. 
• Ability to frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. 

Physical Demands and Work Environment:

• Ability to remain in a stationary position for periods of time.
• Ability to focus on projects for periods of time.
• Occasionally lift and carry up to 50 pounds.
• Role routinely uses standard office equipment.

SUPERVISES: This position does not have supervisory responsibilities

SUPERVISED BY: Concierge Manager

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

This job description has been approved by management. This job description is not designed to cover or contain a comprehensive listing, and duties and responsibilities may change at any time with or without notice.