Member Services Agent

MEMBER SERVICE AGENT

Job Summary: 

Provide outstanding customer service to the members, their guests, and hotel guests at the entrances and exits of the club in a friendly and respectful manner. This is a relationship-driven position requiring the employee to have friendly conversations with members, guests, and employees.

Knowledge and Skills: 

• Able to speak, read and write fluently, in English
• Strong interpersonal communication
• Comfortable making conversation with people they may not know well
• Problem solving capabilities
• Detail oriented
• Able to make decisions under pressure, including emergency response situations for members, guests, and staff.
• Punctual and ready to work in a fast-paced environment
• Considered a leader by peers and friends.
• Some computer skills necessary: Familiarity with Email and Microsoft Word.  Ability to learn and utilize Security Desk and CSI programs.

Education & Work Experience:

• High school education/GED required
• Minimum 1-2 years of customer service experience required

Responsibilities/Duties:

• Meet and greet members and their guests as they enter the club.
• Communicate clearly and effectively, including in-person, on the phone, over the radio and in written communication.
• Provide the member assistance with a sense of urgency, while personalizing the service, and going above and beyond to exceed the member’s expectations,
• Screen all members and guests to validate entry into the facility and help protect the exclusivity of the Club.
• Efficiently operate phone systems according to Houstonian Club standards
• Use Security Desk and CSI applications to look up Member information, create access tags and profiles
• Assisting members with the Houstonian app, class, pool, and restaurant reservations.
• Other duties or tasks as assigned by your manager that are related to the Member Services Department and the Houstonian Campus.
• Maintain a high level of professionalism while enforcing the rules and guidelines set forth by Membership.
• Recognizing and using personalized greetings with each member
• Continuously thinking of new ways to improve customer service and organization of the Welcome Desk and Resident area.
• Be knowledgeable about  Club / Campus Facilities and Services, and share this information with Club Members.
• Register guests and offer assistance by escorting them to areas of the club as needed.
• The hours of work varies depending on the business needs.

Work Environment:  

• This position works indoors in a temperature-controlled environment. 
• Agents rotate workstations throughout the shift, taking turns manning the Welcome Desk in the Club Lobby and the Resident Desk on the Club’s second floor. 

Physical Requirements: 

Must be able to

• stand, walk, and bend for long periods of time
• climb stairs within the Club and on the property
• push, pull, and lift 30 lbs on an occasional basis.

This job description is not intended to be all inclusive. Duties are subject to change and can be modified at any time at the discretion of management. We ask all employees to be flexible and to always perform duties to the best of their abilities.

The Houstonian Hotel, Club & Spa is an Equal Opportunity Employer. We are committed to creating an inclusive and diverse workplace where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by law. We encourage individuals of all backgrounds to apply.  To access the ‘EEO is The Law’ information poster please visit https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf