Membership Concierge

About Us

Don't meet every single requirement of this job? At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information. You may be the perfect candidate for this or for other roles within our organization!

We value U.S. military experience and invite all qualified military candidates to apply.

Overview

POSITION EXPECTATIONS AND RESPONSIBILITIES:

Member Relations & First Impressions:

• Serve as the first point of contact for all membership-related inquiries by phone, email, and in person.
• Greet prospective members, assist with scheduling tours, and prepare membership information packets.
• Provide concierge-style support to current members, assisting with club navigation, scheduling services, and connecting members with amenities.
• Communicate professionally and consistently with all resort departments to support a cohesive and elevated member experience.
• Build strong relationships with both prospective and current members to understand their interests, preferences, patterns, and enhance their club experience.
• Serve as a visible, approachable presence at club events and social functions.

Administrative & Database Management

• Support the Membership Sales Manager with administrative tasks, including data entry, reporting, and follow-up correspondence.
• Maintain accurate and up-to-date membership records (applications, cancellations, billing updates, guest passes).
• Ensure that all public-facing materials (flyers, welcome letters, forms) reflect the brand tone and standards of the Claremont.
• Identify at-risk members based on activity levels or feedback and initiate retention strategies accordingly
• Track sales performance, lead sources, tour conversions, and member satisfaction metrics.
• Maintain detailed member profiles to support personalized service and targeted communications.

New Member Onboarding

• Assist with onboarding processes, including preparing welcome packets, membership cards, parking passes, and scheduling orientations.
• Track new member progress through orientation to ensure smooth integration into club life.
• Support follow-up communication to confirm a positive onboarding experience.
• Schedule and lead new member orientation sessions that introduce the Club's amenities, services, programs, and key personnel.
• Work closely with department leaders to seamlessly introduce new members to club programs and services.
• Facilitate personal introductions between new members and staff, committees, or other members to encourage early social connection and engagement.
• Monitor early engagement to support retention and encourage deeper involvement. Conduct follow-up calls and check-ins.

Member Engagement & Recognition

• Track member milestones (anniversaries, birthdays) and coordinate recognition efforts to enhance satisfaction and loyalty.
• Support planning and execution of membership events, open houses, and promotional activities.
• Serve as a welcoming presence at member events and activities, acting as an ambassador of the Club.

Professionalism & Club Culture Alignment:

• Exhibit a polished, professional presence with excellent verbal and written communication skills.
• Uphold the club's values and commitment to hospitality, discretion, and personalized service.
• Maintain confidentiality, sound judgment, and integrity in all member interactions.

PERFORMANCE FACTORS:

• Member Satisfaction & Retention: Foster a dynamic, inclusive club culture that promotes strong member loyalty and long-term retention. Leverage surveys, direct feedback, and behavior data to evaluate satisfaction and implement enhancements that elevate the overall member experience.

• Event Attendance: Attend club events as a representative and ambassador of the Club and host prospective members. Provide detailed feedback.

• Attendance/ Punctuality and Dependability: Depended upon to report to work at the scheduled time, is seldom absent from work, and keeps unplanned absences to a minimum. The Employee follows company policy of reporting/planning absences and going through the correct channels to request time off. Completes work in a timely, accurate and thorough manner, is conscientious about assignments and deadlines.
• Teamwork and Flexibility: Ability to help and share knowledge or expertise with others. Responds and adapts positively to new ideas, requests, and/or changing situations. Provides meaningful feedback and responds well to constructive criticism.
• Communication and contact: Communicate effectively both verbally and in writing with superiors, colleagues, and individuals inside and outside the company. Presents information and expresses ideas in a clear, concise, and in a well-organized manner; demonstrates grammatical prose when drafting letters, memoranda, and other forms of written communication. Listens attentively and provides appropriate feedback to ensure understanding.

• Relationships with Others: Provides cooperative, responsive, and courteous service to clients and staff. Exhibits a professional and courteous demeanor and responds positively, yet quickly to special requirements or circumstances; works to maintain constructive working relationships.

• Initiative and Productivity: Initiates work activities, seeks responsibility, and makes efforts to improve knowledge and skills. The Employee thinks along original lines, finds new and effective ways of doing jobs, and makes suggestions for improvements. The volume of work consistently done in relation to the volume considered to be a standard requirement of the job. Accuracy, attention to detail, thoroughness, and neatness.

• Judgment and Analytical Ability: Seeks clarification when unsure. Knows when to consult and when to act independently. Keeps supervisor informed of status and potential problems. Correctly determines work priorities and treats confidential information appropriately.

QUALIFICATIONS:

• Skills:
  • Exceptional communication and interpersonal skills with a polished, professional demeanor.
  • Strong organizational skills and ability to manage multiple tasks with accuracy under pressure.
  • Proficiency with Microsoft Office, CRM platforms, and scheduling tools.
  • Passion for providing outstanding hospitality and creating memorable member experiences.

• Abilities:

• Oral and written communication skills that reflect professionalism and clarity.
• Problem sensitivity and resolution-oriented approach when addressing member needs.
• Ability to listen actively and respond appropriately to members, guests, and colleagues.
• Flexibility to work evenings and weekends as needed to support events and member engagement.

• Experience:

• Prior hospitality, club, or luxury service experience preferred
• Exceptional communication and interpersonal skills with a warm, polished, and professional demeanor
• Organized, detail-oriented, and capable of managing multiple tasks with grace under pressure
• Comfortable with Microsoft Office, CRM platforms, and scheduling tools
• Passion for providing outstanding customer service and creating memorable guest/member experiences
• Ability to work a flexible schedule, including some evenings and weekends as needed for events

WORKING CONDITIONS:

Work hours may include days and evenings on weekdays and weekends. Work hours may extend longer than the standard 8-hour workday. Work is both indoor & outdoor environment.

I have read and understand all of the above. I have reviewed the principal duties for which I am responsible as well as the working conditions and physical requirements. I understand this document does not create an employment contract, and that I am employed by the Club at the Claremont on an "At Will" basis. I further understand that this position description supersedes any and all prior descriptions issued.

Compensation

Benefits

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.