Member Experience Executive

About the Role

As a member of our Concierge team, you will be the first point of contact for Members and their guests, creating a warm welcome and ensuring a seamless experience from reservation to arrival and departure. You will manage bookings, respond to enquiries and work closely with the service team to deliver attentive and personalised hospitality.

Key Responsibilities

• Reservations Management: Develop a thorough understanding of the Club’s booking system to confidently create, amend and cancel reservations. Accurately record Member preferences, special requests and relevant booking details, and communicate these to the appropriate teams.
• Member and Guest Communication: Respond to enquiries by telephone, email and in person in a confident, courteous and professional manner. Provide accurate information about reservations, opening hours and relevant arrangements, following up promptly on outstanding enquiries.
• Reception and Welcome: Greet Members and guests warmly, confirm their reservations and assist with arrival arrangements. Recognise returning Members where possible and provide a welcoming, personalised experience.
• Seating and Table Coordination: Liaise with the restaurant team to confirm table readiness, bring Members and guests to their tables and assist with seating. Communicate any waiting times clearly and courteously.
• Service Coordination: Act as a link between Members, guests and the service team. Relay dietary requirements, special occasions, seating preferences and other requests accurately to support a smooth and enjoyable dining experience.
• Handling Feedback and Concerns: Listen attentively to requests and feedback, resolve routine enquiries within your authority and refer concerns to the appropriate manager when necessary. Follow up to ensure matters are addressed.
• Daily Booking Preparation: Prepare and update daily reservation lists and booking schedule sheets. Highlight special requests, group bookings and other details that the team needs for service preparation.
• Reporting and Handovers: Complete daily reports accurately and on time. Maintain clear records of outstanding enquiries, booking changes and follow-up actions, and provide thorough handovers between shifts.
• Reception Presentation: Keep the reception desk and surrounding area clean, tidy and presentable.
• Confidentiality and Teamwork: Handle Member information discreetly and follow the Club’s data protection procedures. Work collaboratively with colleagues and support other reasonable duties related to the role.

What We Are Looking For

• Previous experience in reception, reservations, concierge services or hospitality is preferred.
• Clear and professional communication skills across telephone, email and face-to-face interactions.
• A warm, courteous manner and a genuine interest in delivering excellent service.
• Strong attention to detail, organisation and follow-through.
• Confidence using computer systems and a willingness to learn the Club’s reservation platform.
• The ability to prioritise tasks and remain calm during busy service periods.
• A collaborative approach and the confidence to seek assistance or escalate concerns when needed.
• Availability to work rostered shifts, including evenings, weekends and public holidays.