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The Club Receptionist is the first point of contact for members, guests, and visitors, playing a crucial role in delivering exceptional service and creating a welcoming atmosphere. The Receptionist ensures that all inquiries, bookings, and member interactions are handled with the highest level of professionalism and efficiency. This position requires a polished, articulate, and service-oriented individual who can manage a variety of front-desk tasks while maintaining the club’s standards of excellence. JOB OVERVIEW – PURPOSE AND SCOPE The primary purpose of the Club Receptionist is to manage the front desk operations of the club, providing outstanding customer service to members and guests. The role involves greeting visitors, handling reservations, answering inquiries, and coordinating with other departments to ensure a seamless experience for everyone who interacts with the club. The Receptionist is also responsible for managing incoming communications, processing payments, and assisting with various administrative tasks. This position is integral to maintaining the club’s reputation as a premier destination, requiring impeccable attention to detail, strong communication skills, and a warm, professional demeanour. RESPONSIBILITIES AND DUTIES Reception Desk Operations: · Greet and welcome members, guests, and visitors as they arrive at the club, ensuring a friendly and professional first impression. · Manage any check-in and check-out processes for members and guests, ensuring all necessary procedures are followed. · Answer and manage incoming phone calls, emails, and other communications, directing inquiries to the appropriate departments or individuals. · Handle reservations and bookings, which may include tee times, dining reservations, and event registrations, ensuring accurate and timely processing. Customer Service: · Provide exceptional customer service by addressing members’ and guests’ needs, inquiries, and concerns promptly and effectively. · Assist members and guests with information about the club’s amenities, services, and events, ensuring they have a positive experience. · Handle complaints and issues with tact and professionalism, escalating matters to management when necessary. Administrative Support: · Maintain the reception area, ensuring it is clean, organised, and stocked with necessary materials, such as brochures and membership forms. · Process payments for services, memberships, and other club-related transactions, ensuring accuracy and proper record-keeping. · Assist with administrative tasks such as filing, data entry, and maintaining member records, ensuring confidentiality and accuracy. · Coordinate with other departments, such as the golf shop, dining, and events, to facilitate smooth operations and communication. Event Coordination Support: · Provide support for club events by assisting with RSVPs, guest lists, and other logistical details as needed. · Communicate event details to members and guests, providing them with all necessary information and answering any questions. · Assist in the setup and breakdown of events when required, ensuring that everything is prepared according to club standards. Communication and Information Management: · Maintain up-to-date knowledge of club events, promotions, and services to effectively inform members and guests. · Manage the club’s communication boards and digital displays, ensuring that information is current and accurately presented. · Handle the distribution of mail and packages for members and staff, ensuring prompt delivery. Security and Safety: · Monitor and control access to the club, ensuring that only authorised individuals enter the premises. · Follow security protocols and procedures to ensure the safety and privacy of members, guests, and staff. · Report any suspicious activity or security concerns to the appropriate authorities or club management. REPORTING The Receptionist will report directly to the Front Office Manager and/or Assistant General Manager and will work closely with other departments, including Membership Services, Events, and the Golf Shop, to ensure smooth operations and a cohesive member experience. The Receptionist may also receive guidance and direction from senior management, particularly in handling VIP guests or special events. · High school diploma or equivalent is required; additional qualifications in hospitality or customer service are a plus. · Minimum of 2-3 years of experience in a receptionist, front desk, or customer service role, preferably in a luxury hospitality, hotel, or exclusive club environment. · Experience with reservation systems, point-of-sale (POS) systems, and basic accounting procedures. · Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and familiarity with front desk software or CRM systems. · Strong organisational and multitasking abilities, with attention to detail in all tasks. Soft Skills: · Excellent verbal and written communication skills, with a polished and professional manner. · Strong interpersonal skills, with the ability to interact effectively with a diverse range of members, guests, and staff. · High level of discretion, integrity, and ability to handle confidential information with care. COMPETENCIES Customer Service Excellence - Demonstrates a strong commitment to providing exceptional service to members and guests, ensuring their needs are met promptly and effectively. Communication - Possesses outstanding communication skills, both verbal and written, with the ability to convey information clearly and professionally. Professionalism - Maintains a high standard of personal presentation and professionalism at all times, representing the club’s values and reputation. Problem-Solving - Able to quickly and effectively resolve issues or concerns that arise, ensuring member and guest satisfaction. Attention to Detail - Ensures accuracy in all aspects of front desk operations, from handling reservations to processing payments. Team Collaboration - Works effectively with other departments to ensure a cohesive and seamless experience for all club members and guests. Adaptability - Able to handle a fast-paced environment and manage multiple tasks simultaneously, adjusting priorities as needed. Security Awareness - Demonstrates awareness of security protocols and procedures, ensuring the safety and privacy of all individuals at the club.