Club Ambassador

Property Description:

For more than 125 years, The Los Angeles Athletic Club has remained dedicated to its mission of providing for the body, mind and spirit of its members. Our private club includes state-of-the-art athletic and spa facilities, award-winning restaurants, bars, luxury meeting and conference spaces, hotel rooms, and an array of social, business, and athletic events.

 

Overview of Job Duties

This position contributes to the success of The Los Angeles Athletic Club (“Company,” “Club”) by creating a positive experience for every member and guest every time they visit the Club.  This position is the face of the Club and as such is responsible for setting the tone for all members and guests by effectively representing the Club by role modeling the Company vision, mission, values, and policies and procedures while promoting all Club and Hotel services in a positive, professional, and respectful manner.

 

KEY RESULTS & TASKS

Provide Excellent Membership Service & Sales Support

• Phone coverage of main phone line in accordance with service standards and use of our communication system to relay information to co-workers.
• Assist the Membership Sales Department by providing membership informational packets and reference information for walk-in prospective members; collecting accurate prospect contact information for Membership Sales Representatives.
• Answer sales calls when the Membership Rep is not available; take comprehensive notes of their needs and forward to membership department.
• Promote club events and services to all members as relevant to the nature of their visit.
• Take and input Club social event reservations.
• Input all other member reservations, such as Athletic Department reservations and special events using Northstar
• Input club activities reservations including, exercise and spa services.
• Be able to assist members in using the online member portal and direct them to the correct forms and information.
• Update member information including phone number and email address changes.
• Offer basic concierge style recommendations to members; including, transportation, entertainment, attractions, restaurants, etc.
• Administer all other member service as assigned (i.e. seasonal promotional tasks, Special events handling, etc.).

Monitor lobby effectively; ensuring only authorized Club members and Guests enter the building

• Check members into the greeters’ stations; ensure members are up to date on their membership and politely not allow anyone who is not current and approved to enter the club
• Keep track of guest lists and communicate with all lobby stations to keep names up to date at all stations.
• Ensure all guests and event attendees sign in to the visitor’s book.
• Ensure all authorized club guests entering and using athletic facilities properly fill out and sign guest waivers. Hotel guests will sign waiver that is incorporated in the guest registration card when checking into the hotel.
• Accurately direct all members and guests throughout the building and outline the areas they are authorize to access.
• Answer phones and direct phone calls to correct departments.
• Respond to guests’ requests and complaints in a timely and appropriate manner making sure to follow up on guest satisfaction including, running amenities to hotel guests, assistance with luggage handling and storage, delivering packages to rooms, securing and managing return of lost and found items, key-card replacements, and troubleshooting TVs, locks, etc.

 Accurately Book Phone, Emails, and 3^rd Party Hotel Reservations in our In-house Computer System

• Answer reservation requests with friendliness and positive energy within 3 rings (phone calls) and 12 hours (emails), respectively.
• Use authorized sales techniques to encourage guests to make reservations with us; quote accurate availability and rates.
• Collect all relevant information to offer best possible experience for guests when they arrive; including personal preferences and details to customize service as much as possible (i.e., birthday, anniversary, purpose of visit to DTLA, etc.).
• Provide cancellation policy, offer driving instructions, and to answer any questions.
• Appreciate the guest for choosing LAAC and encourage to call with any questions prior to their arrival
• Enter reservations from third parties using correct billing and coding.

 Provide effective Hotel Guest Services

• Use a warm and welcoming demeanor to identify guests’ needs and respond to them with a sense of urgency.
• Verify reservations details are correct at check in; guest name, room type, rates, required deposit, etc.
• Collect guest personal preference information that could lead to more personalization and a better guest experience; such as email, anniversary date, birthdate, etc.
• Assign rooms according to reservations, requests, and availability to best suit the guests and our inventory.
• Prioritize guests at the desk and incoming phone calls effectively to offer the best service to everyone.
• Explain and promote the Olive Club membership, assign and program guest membership card as well as parking and offer any concierge information they might need.
• Verify billing and charge information at check out; ensure all items are accurately posted and ensure payment is valid and the correct amount authorized for all credit cards.
• Input reservations for hotel guests.
• Assist guests in finding what they need by providing accurate answers to questions regarding parking, local shopping, restaurants, attractions, etc.
• Communicate guest needs information to pertinent departments.
• Maintains accurate bank; makes correct change using assigned bank and maintains bank and receipts at correct balance.
• Collect accurate member payments, track Club keys, and send letters of introduction.
• Maintain updated notes and information on HFD app and in log book.
• Confirm with housekeeping to verify that special amenities/requests have been delivered/responded to guests.
• Properly inspect and register rooms that are ready to be reassigned as “vacant clean.”
• Understand and properly use the Northstar Club software to efficiently and accurately process front desk transactions.

Exemplify our Club Values at Work and during all Offsite Work-related Events

• Teamwork; Work collectively to realize goals that are greater than what you can achieve individually.
• Friendliness; create an authentic, welcoming environment for all patrons; be friendly, greet members with a smile, give a sincere farewell, and use member’s name whenever possible.
• Health; promote health by demonstrating a long-term and all-encompassing approach to health, which integrates soundness of mind, body, and spirit.
• Heritage; embrace the values and traditions inherited from the club founders.
• Strive for Wonderment; create an ambiance of wonder for our members and guests by creating marvel and unexpected joy in every club experience.

 Consistently Adhere to the Los Angeles Athletic Core Service Standards:

• Exemplify high-quality hospitality by making every member, guest, and business partner feel welcomed, valued, respected, and listened to; greet at every encounter, offer assistance to anyone who appears in need, escort individuals to correct destination.
• Take responsibility for maintaining an uncompromisingly clean Club; maintain your work area neat and clean, clean after yourself in employee and member areas, be proactive in maintaining member areas neat and clean by performing minor clean up as needed (i.e., cleaning minor food and liquid spills, storing forgotten exercise equipment, wiping equipment, etcetera); and promptly report needed repairs, potential safety issues, significant cleaning jobs to housekeeping, cleaning, and/or engineering department.
• Follow through with resolutions to problems from beginning to end; break away from your regular duties if needed to follow through on resolutions.
• Be knowledgeable of Club information; maintain sufficient and updated information to be able to easily answer questions from members and guest thoroughly from beginning to end.
• Practice personal hygiene; wear clean and pressed clothing, Club name tag, and proper uniform if required by your position.
• Use proper and welcoming telephone etiquette; do not screen calls, answer calls by the 3^rd ring, smile while you speak.
• Reply to emails the same day you receive them.
• Anticipate and comply with member needs and record their preferences.
• Be an ambassador of the Los Angeles Athletic Club in and outside the workplace; always represent yourself and the club professionally and with respect.

Ensure A Safe Work Environment:

• Monitor Fire Alarm and follow company policy and procedures when alarm is activated
• Comply with the Company Health and Safety (H&S) processes while working on projects, initiatives and other work-related duties; perform job duties in a way that will not cause danger to self or others, or violate local, state, federal, environmental regulations.
• Promptly correct or report any hazard, potential hazard, accident, or unsafe work condition to the Safety Manager, Director of Engineering, and/or Human Resources; wear protective equipment when required; ensure work location is kept safe, clean, and organized.

 Initiate Professional Growth:

• Consistently evaluate work for efficiency, quality, alignment with the Company’s service standards, and compliance with Company policies and procedures.
• Seek out opportunities to enhance personal skills set relevant to job tasks.
• Maintain current on product knowledge, best practices, and skills needed to meet the demands of your position.

 

Education, licenses, certification, and/or essential qualifications

• Required: At least twenty-one (21) years of age
• Desired: Minimum of 3 years in position of Brand Ambassador, Membership Coordinator, or similar positions within the Hospitality or Fitness industry
• Desired: H.S. Diploma/GED/ or Equivalent and at least an Associate’s Degree in business, hospitality or related field, or equivalent of 2 years of experience in same/similar position
• Required: Excellent interpersonal and customer service skills; respectful friendly and welcoming demeanor.
• Required: Strong verbal and written communication skills in English (Bi-lingual in English and Spanish, or English and other language is an asset in this position); able to communicate efficiently with members and guests as well as co-workers by phone, in-person, and written format
• Required: Proficient in Microsoft Word, Excel, Outlook, and Internet; as well as multiple Northstar modules including F&B and Membership.
• Required: Reliable Attendance
• Required: Strong conflict resolution skills; able to diffuse guest/member conflicts successfully where all parties feel heard and resolution is fair
• Required: High attention to detail; able to listen carefully and analyze information quickly to correctly identify member/guest needs and to ensure transactions are completed correctly (i.e., reservations, payment, guest forms, member events, etc.)
• Required: Ability to maintain self-control and calm others when dealing with upset guests/members, during emergency situations, handling high volume of business, etc.

 

Classification:

Full Time

 

Los Angeles Athletic Club is an Equal Opportunity Employer