Job Description

As a Member Experience Concierge, your primary focus is to elevate the visibility and utilization of our concierge program by engaging members through meaningful interactions, tailored recommendations, and strategic integration into club events and daily operations. This role is not just about providing exceptional hospitality, it’s about becoming a visible ambassador of the concierge program, using every opportunity to promote its benefits and drive engagement.

This position requires a flexible schedule, including Saturdays during football season, with a weekday off in exchange. Limited offsite errands may be needed for coordinating gifts, flowers, or special requests. Recent UT alumni or individuals with a passion for UT football and athletics are encouraged to apply, bringing their enthusiasm and insider knowledge to enhance the member experience.

You will collaborate closely with the Membership Director, Events Director, and Food Service Staff to uphold our standards of excellence.

The pay range for this role is $23.00 to $24.00 per hour. 

Job Responsibilities

• Promote and increase visibility of the concierge program by actively engaging members during events, club visits, and day-to-day interactions—serving as the face of the service.
• Use club events and activities strategically as touchpoints to introduce or remind members of concierge offerings, provide on-the-spot recommendations, and gather insights for future engagement.
• Delight members by completing research for members requesting personal services such as dining reservations and suggestions, flower orders, and gift baskets for special occasions, ticket inquiries, locating hard to find items, and product comparisons, with an emphasis on creating memorable, high-value experiences.
• Work in collaboration with a central team (our virtual concierge team) to best support member requests and ensure seamless flow of work.
• Create personalized experiences for members, anticipating their needs and preferences to foster strong relationships and loyalty.
• Maintain a proactive presence at events (during evenings and weekends) and high-traffic areas, identifying opportunities to support, surprise, and delight members while organically introducing concierge services.
• Monitor daily deliverables to ensure timely, high-quality execution of all requests, maintaining a calm, courteous, and solutions-focused demeanor.
• Contribute to member satisfaction and retention by delivering thoughtful touches that demonstrate attentiveness and care through engaging in informed conversation via phone, video conferencing, in-person, and email. 
• Work collaboratively with the Membership Director, Events Director, and Food Service team to integrate concierge moments into broader member programming.
• Embrace a flexible schedule, including Saturdays during football season, to align with member activity and club events.
• Provide exceptional customer service at all times, resolving issues promptly and ensuring member satisfaction.
• Leverage your knowledge and enthusiasm for UT athletics and culture to enhance member experiences and engagement.
• Other job-related duties as assigned.

Requirements

Job Specific Competencies:

• Passion for hospitality and member engagement.
• Attention to detail and a commitment to maintaining high-quality standards.
• Ability to work independently and as part of a team in a fast-paced environment.
• Strong organizational and multitasking skills, with the ability to manage multiple priorities effectively.
• Comfort in presenting and promoting services conversationally.
• Interpersonal and communication skills, both written and verbal.

Qualifications:

• High school diploma or GED required. Bachelor’s Degree in Business, Operations, or a related field preferred.
• Demonstrated experience in hospitality, guest services and concierge support, with a passion for delivering outstanding service.
• Ability to adapt to a flexible schedule, including evenings, weekends, and during events, to meet member needs.
• Strong collaborative skills, working effectively with a diverse team to achieve shared goals.
• Excellent verbal and written communication skills, with the ability to interact professionally with members, staff, and management.
• Extremely outgoing and personable, with the ability to connect easily with members and colleagues.
• Familiarity with UT culture and athletics strongly preferred.

Benefits

• Medical, dental, vision Insurance starting the first day of the month after hire
• Long term and short-term disability insurance paid for by Circles
• 401k with match
• Life insurance paid for by Circles
• Up to 15 days of PTO your first year
• Paid holidays
• Access to discount programs
• 30 day paid sabbatical
• HSA/FSA account eligibility
• Access to Employee Assistance Program

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