Member and Guest Service Attendant
Department: Member Services
Reports to: Member Services Manager/Director of Member Services
General Purpose: Provides excellent customer service while performing hospitality services including but not limited to, Concierge Services, Front Desk Processes, General Store, Starbucks and Mansion Bar Operations, as well as other various duties focused on accommodating Member/Guest needs.
Essential Duties:
- Assists members and their guests with various hospitality services
- Listens to and understands requests, responding with appropriate action and providing follow up to complete the task.
- Maintain inventory of Starbucks, General Store and Bar (Grocery Orders/Liquor Orders)
- Stocking; Bartending
- Set up Coffee and breakfast area & Clean up Coffee and breakfast area
- Keep accurate records of cubby use and waiting list
- Assist with USPS mail requests and Shipping
- Use POS system for sales in the General Store
- Ensure Mansion areas are kept clean and orderly including the Library and Pool room
- Greet Arrivals and facilitate their needs
- Monitor the channels and sound levels on the television and stereo systems
- Communicates with various departments regarding the member’s arrivals/departures, and special requests.
- Update communications via bulletin board
- Knowledgeable of events taking place in the Mansion and keep up to date information on requests for use of Mansion areas excluding the Mansion Rooms for Lodging. (Pool Room, Sun Room Etc.)
- Promptly answers all telephone calls in a professional manner using positive and clear communication
- Responsible for knowing and executing all policies and procedures of the Member Services including but not limited to, Rental Lodging Program, General Store, Mansion Bar, DSX , Welcome Center, and Billing Procedures. As well as being knowledgeable of Land Trans and PSA operations.
- Thoroughly completes all transactions including authorization of credit cards, posting charges to accounts, and accepting payments.
- Maintains continued knowledge of updated Club policies, procedures, amenities, services and events
- Convey all pertinent information to appropriate department Managers or Supervisors
- Generate reports as needed for front desk, valet, accounting, housekeeping, and other departments for upcoming events
- Assists in administrative duties as assigned
- Maintain consistent awareness of safety issues and report incidences to appropriate departments
- Act with responsibility towards all company property, supplies and equipment
- Comply with dress code and attendance standards
- Maintains flexibility to take on new and different tasks as directed by Management.
- Assist and participate in Member Valet Services
- Incorporates safe work practices in job performance.
- Attends staff meetings.
Education/Experience: High school diploma or general education degree (GED); two years related experience and/or training; or equivalent combination of education and experience.
Language Skills: May be required: to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals; to write routine reports and correspondence; to speak effectively before groups of customers or associates of the organization.
Mathematical Skills: May be required to add, subtract, multiply and divide in all units of measure using whole numbers, common fractions, and decimals; to compute rate, ratio, and percent.
Reasoning Ability: May be required: to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists; to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Physical Demands: Frequently stands, walks, climbs stairs; uses hands to finger, handle, or feel; reaches with hands and arms; talks and hears, sits, climbs, balances, stoops kneels, crouches, and smells. Frequently lifts up to 40 pounds. Operates gas and electric vehicles, pushes and pulls heavy cargo trailers.
Vision Requirements: Regularly uses close, distance, color, and peripheral vision as well as depth perception. Ability to adjust focus.
Environment/Noise: May work near moving mechanical parts, in outdoor weather conditions, and may run the risk of electrical shock. Occasionally works near fumes and in extreme hot or cold weather (non-weather). Noise level is moderate.
Certificates/Licenses: SC Driver’s License.
Job Knowledge, Skill, and Ability Preferences
Ability to read and speak English may be required in order to perform the duties of the job (e.g. the associates may be required to communicate with English speaking customers or co-workers, the manuals for the equipment the associates may use are in English).
- Ability to operate both automatic and manual transmission vehicles.
- Ability use telephone and computer equipment including but not limited to email, internet, word and spreadsheet applications
- Knowledge of Food Handling based on Food and Beverage guidelines
- Retail POS experience
- Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Ability to read and speak English may be required in order to perform the duties of the job (e.g. the associates may be required to communicate with English speaking customers or co-workers, the manuals for the equipment the associates may use are in English).
- Knowledge of Information Technology applications, telephone use and computer use, including lodging systems applications. Knowledge and ability to use Microsoft Business Suite applications including but not limited to Excel, Word, Outlook and Power Point.
- Clerical -- Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, and other office procedures and terminology.
This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job description when circumstances change; e.g., emergencies, rush jobs, changes in personnel, workload, technological develops, etc.