Clublife Concierge

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.

More information at OakViewGroup.com, and follow OVG on Facebook, Instagram, Twitter, and LinkedIn.

Overview

The ClubLife Concierge will play an integral part on the Member Experience Team supportingproject work and goals. Creating remarkable experiences for our Club Members before, duringand after every visit. What we prioritize as Warm Welcome, Magic Moments and Fond• Communications

• Communicate ClubLife through all channels, and take care ofmember'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.Reports Directly To: Director of Member Experience, Member Experience Manager, or GeneralManager.

Responsibilities

• Direct Members and Guest to their destinations within the club, provide business andconcierge services to our Members and be proactive in creating Magic Moments.• Inform Members and guests of Club services, features, upcoming events, room locationsand amenities both in person and over the phone.• Assist Members in providing information for and scheduling appointments andreservations for club programs and services in accordance with club standards.• Maintain the lobby, front entrance, workstation, and other surrounding areas clean andfree of debris. Ensure supplies that may be needed by Members/Guests are stockedsuch as pens, notepads, etc.• Accommodate Member and guest requests for business services, including but notlimited to faxing, copying, mailing and other concierge services, owning the requestfrom 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 eventannouncements, 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, andprocedures 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 andproperly groomed according to Club standards.• We are open, flexible, and adaptable to take care of our Members and Guest changingneeds.• Understand service recovery procedures for Member/Guests.• Notify GM and/or department head(s) of Member/Guest complaints. Rectify by usingservice recovery procedures as soon as possible.• We are ready to assume different responsibilities as needed and requested as anessential part of our jobs.

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 todeliver an exceptional Member experience.• Strong communication skills verbal, written, phone, text, and social mediacommunications.• 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.

Primary tools/equipment used in this position and approximate weight:• Computer• Telephone

Attendance Requirements for this position:Attendance Requirements for this position as outlined on the weekly schedule. Additionalhours 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.

EEO

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.