Membership Specialist - Concierge

The Pickleball Club ( TPC ) is looking for a dynamic service driven individual to join our Concierge Team. We are looking for an energetic, organized, and self-motivated team player with the ability to provide exceptional hospitality for our members and their guests, including proactively anticipating the needs of our members and providing each member with personalized service.

The Membership Specialist - Concierge will be responsible for ensuring the highest level of member and guest satisfaction by offering prompt, professional, courteous, and dedicated service.

This individual is responsible for and dedicated to providing recognition, satisfaction, and value to the members and their guests while continuously improving efficiency, accuracy, productivity, and standards of service.

Job Type

Part Time

Morning, Afternoons, Evenings and Weekends

Primary Responsibilities :

• Deliver exceptional member service by greeting members warmly by name, learning their preferences, anticipating needs, and creating 'wow' moments that exceed expectations
• Answer member questions, assist with simple billing inquiries and direct phones calls to the correct department
• Efficiently check in members upon arrival and direct them to the correct court. Ensure arrival times adhere to our policies and match reservations.

Process guest check-ins, accurately logging their visits. Track member guests and their activity.

Manage waitlists to optimize court utilization and revenue while maintaining member satisfaction. This includes 1) Monitoring court availability and waitlists in real time.

2) Increasing or decreasing the number of courts booked based on demand. 3) Adjusting court scheduling to maximize revenue generation.

4) Balancing revenue goals with providing a positive member experience.

• Ensure accurate check-in process for guests, including recording visits, logging member guests, and applying appropriate charges
• Process payments accurately at the time of booking for all programming, clinics, and events reserved by guests.
• Charge sponsoring members' accounts for guest fees associated with private court reservations.
• Oversee Court Reservations using our automated booking systems.
• Add / remove courts to reflect accurate usage in Court Reserve.
• Conduct daily telephone outreach calls to fill Club events and programming.
• On a daily basis, place courtesy reminder calls to members regarding their court reservations.
• Contact members on potential issues with court registrations, i.e. low attendance for skill play. Offer options to resolve.
• Update and / or add skill tests as performed; provide hard copy to Accounting Manager.
• Maintain a strong knowledge of TPC’s Calendar and communicate / promote upcoming event details accurately to members.
• Promote club membership to prospects and promote programming to existing members.
• Resolve member concerns efficiently or escalate to a manager when needed.
• Serve as a first and last point of contact for all members and ensure all members and their guests are warmly acknowledged upon arrival and leaving TPC.
• Serve as a liaison between members and other club departments.
• Maintain a consistent presence at workstation.
• Maintain a clean and organized work environment.

Qualifications, Education and Experience

• Minimum of High School Diploma or GED Equivalent
• Excellent technology proficiency and skills, able to provide assistance to members.
• A minimum of 2 years’ experience in a customer facing hospitality environment such as luxury hotels, resorts, private club, or related field is required.
• Proficient or ability to learn computer reservations software and POS systems.
• Ability to make quick decisions to best serve our members and their guests
• Excellent conflict resolution skills
• Employees are required to be CPR / AED Certified (having completed in person training) or must complete in person training and obtain certification at their own cost within 30 days of employment.
• Professional demeanor with the ability to use independent judgement to quickly handle any customer service matters.
• Must be able to apply principles of logical thinking to define problems, collect pertinent data, establish facts, and draw valid conclusions and initiate appropriate course of action.
• Must be able to work at a fast pace, perform duties while under pressure and meet deadlines in a timely manner, to interact / communicate with other site employees, members, and guests in a professional and pleasant manner.
• Friendly, energetic and outgoing personality

Reporting : The Membership Specialist (Concierge) will report to the Membership Manager.

Physical Requirements

• The ability to lift 25 pounds regularly, squat and bend over regularly. Carry out repetitive motions regularly, lift and carry awkward items, stand for length of shift.
• Must have a valid form of ID.
• Must be able to sit for prolonged periods of time.
• Moderate noise level in the work environment.
• We are a Drug Free Workplace. Passing a drug test is a condition of employment.

Due to the cyclical nature of the industry, team members may be required to work varying schedules to reflect the needs of the Club.

In addition, attendance at all scheduled skill development sessions and departmental meetings is required.

The functions have been provided as examples of the types of work performed by employees assigned to this job classification.

Management reserves the right to add, modify, change, or rescind the work of different assignment positions. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.

This document does not create an employment contract, implied or otherwise, other than an at will relationship.

EEO Statement

The Pickleball Club is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, ancestry, national origin, citizenship status, military or veteran status, religion, creed, disability, sex, sexual orientation, marital status, medical condition as defined by applicable law, genetic information, gender, gender identity, gender expression, pregnancy, childbirth and related medical conditions, or any other characteristic protected by applicable federal, state, or local laws and ordinances.

Salary Description

$18.00 per hour