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ClubLife Concierge| Ken Garff

4 months ago

Salt Lake, Utah, United States Spectra Experience Full time


Oak View Group



Oak View Group (OVG) is the world's leading arena development, management, and hospitality company founded in 2015 by Tim Leiweke and Irving Azoff to disrupt business as usual. As the largest developer of sports and entertainment facilities in the world, OVG prioritizes the way we do business focusing on making long-term investments in our people and our planet. We focus on building a diverse workforce and cultivating an inclusive workplace. Each day our team members around the world and throughout our local communities work together to provide the greatest experience to our fans and partners.

We celebrate and support a strong, transparent, authentic and inclusive culture focused around four core values:

  • We treat each other fairly and with respect.
  • We act with integrity.
  • We have an entrepreneurial spirit.
  • We give back to our global community.

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 Warm

Welcomes 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.


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.


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