Lead Member Experience Associate

4 months ago

Marina del Rey, United States NeueHouse Full time

NeueHouse is a work and social club where creatives and though-leaders gather and connect. Our community of members align in their ambition to live a creative life, supported by an elevated experience bringing work and social together through iconic buildings, timeless design, thought-provoking cultural programming and gracious hospitality. NeueHouse: Home of the New.

Our Properties
NeueHouse currently operates across four different, but equally iconic, properties in New York City and Los Angeles:

  • Our Madison Square (MSQ) House is situated in New York's iconic Flatiron District, was previously home for Tepper Galleries, a well-known Manhattan auction house for international artists and collectors in the 1930s - and neighbors the 69th Regiment Armory where the first International Exhibition of Modern Art was held.
  • Our Hollywood House (HWD), which sits on Sunset Boulevard, is one of LA's most celebrated buildings and occupies the original CBS Studio (the world's first structure built intentionally for broadcast). Here genre- defining artists from Orson Wells and Lucille Ball to Janis Joplin, the Beach Boys, and Bob Dylan built their legacy.
  • Our Bradbury House (BB) sits within the Bradbury building in DTLA. Built in 1893, the Bradbury Building is an architectural masterpiece and one of Los Angeles' most historic landmarks. It has been heralded as one of the most thrilling spaces in all North America and is renowned for its breathtaking skylit atrium filled with walkways, stairs, balconies, and intricate ironwork.
  • Our Venice Beach House (VB) was once the creative home to some of the most influential creative luminaries in art and entertainment including Hal Ashby, Oliver Stone, and David Hockney, NeueHouse Venice Beach is a new work, social, and cultural hub for the Venice creative community.
The Role

The role of the Lead MEA is to coordinate the Member Experience while offering a top-tier level of Hospitality. Reporting to the Director of Membership the Lead MEA will help guide the MEA team, coordinating scheduling and MEA services to best support NeueHouse. The Lead MEA is the main point of contact between Membership, Events, Housekeeping and Facilities departments. The Lead MEA seeks to support all Members and is the designated person for ensuring all member needs and concerns are promptly taken care of. The Lead MEA will support the Director of Membership with all tasks, ensuring that all operational components maintain a positive, upscale, and consistent experience for all members and visitors.

NeueHouse's team is lean and operates with a mindset of "no task is too small." The Lead Membership Experience Associate must expect to manage through ambiguity and will need to be ready to support all NH departments in meeting the needs of members and visitors.

Requirements

Empathetic, taking pride in the details and compelled to bring people together, The Lead Membership Experience Associate builds, delivers and stewards the moments that define NeueHouse for Members, Guests, and team - past, present, and future. The role requires someone who is ready to:
  • Oversee and guide efforts of MEA team.
  • Train and orient all new hires on the MEA team.
  • Support Membership services, taking the lead on the most sensitive or confidential matters to include onboarding, offboarding and communication.
  • Assist in handling V.I.P Guest.
  • Ascertain departmental training needs to further develop, maintain, and update departmental SOPs, ensuring they are being always followed.
  • Step in for MEAs as needed which can include closing the house, opening the house, weekend shifts and or holidays.
  • Be the bridge for the Front Desk to other departments including Housekeeping, Security, Food and Beverage and Operations.
  • Maintain operational and design standards with daily walks of the house. Flagging as needed to respective department heads.
  • Join department meetings as needed to communicate events and or house changes to the front desk team.
  • Maintain Front Desk Inventory
  • Work closely with our Membership team, including but not limited to:
    • Manage the schedule for Member Orientations.
    • Direct Member concerns to appropriate departments including, but not limited to, general inquiries, billing, change of membership tier, programming, and events
  • Maintain and close deals for sales leads given by Director of Membership.
    • Duties include:
      • Tour all leads
      • Maintain communication with leads and invite to the house on a weekly basis
      • Close deals with prospects and convert to Members
      • Review potential members with Director of Membership for approval.
      • Oversee Membership inbox by responding to member inquiries, contacting billing for questions and sending important information to the Director of Membership.
Competencies:
  • Must possess strong communication and ability to delegate tasks to team members.
  • Being comfortable in conversing with Members, Guests and potential Members regarding NeueHouse events, various programs, and amenities offered.
  • Must be a positive and articulate Ambassador of the NeueHouse Project/Brand
We are looking to connect with candidates who bring:
  • Previous front desk or customer experience
  • High level of responsibility and professionalism.
  • Excellent communication skills, written and verbal.
  • Excellent guest/client service skills.
  • Ability to work a flexible schedule including weekends, evenings, and holidays as needed.
  • Ability to be a practice critical thinking with a tremendous attention to detail; understand and anticipate all guest needs; remain calm and possess ability in resolving issues and the ability to provide exceptional supervisory skills.
  • The ability to work cohesively with fellow team members.
  • Ability to read, write, and speak fluent English.
  • Basic IT knowledge (Wi-Fi connection for both MAC & PC)
  • Proficient in Microsoft
  • Nexudus and Tripleseat knowledge is a plus
  • Ability to apply common sense, define problems, collect data, and notify management when necessary.
  • Ability to successfully re-prioritize tasks in a moment's notice.
The anticipated salary for this position is $24.00-$26.00 an hour. NeueHouse is committed to equitable and competitive compensation and benefits packages for our team members and will consider many factors when extending offers of employment. Some of the factors we consider may include qualifications of individual applicants against the position and business needs, years of relevant experience in the role or industry, specific or unique skills, certifications or professional accreditations specific to the role, and the location in which the applicant lives and/or from which they will perform the role. The anticipated range for compensation shared here does not include any other components or benefits that may be available.

Diversity & Representation: NeueHouse is committed to building and supporting diverse and representative communities and extends Equal Employment Opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity or expression, pregnancy status, marital status, military or veteran status, genetic disposition or any other reason protected by law.

Benefits
  • Hourly Rate: $24.00 - $26.00 an hour
  • Health Care Plan (Medical, Dental & Vision)
  • Retirement Plan (401k, IRA)
  • Life Insurance (Basic, Voluntary & AD&D)
  • Paid Time Off (Vacation, Sick & Public Holidays)
  • Caregiver Leave
  • Short Term & Long Term Disability
  • Training & Development
  • Wellness Resources

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