Job Description

ABOUT THE ROLE.

Reporting to the Operations Director and Membership Director, the Guest Experience Agent represents the club throughout all stages of the guest's visit. This role will be to curate monumental memories for all players and guests entering the space. Collaborating seamlessly with all departments and working in cohesion with Operations and Membership, this position is responsible for delivering a first in class guest experience. This person is very organized, entrepreneurial, friendly and detail orientated.

ROLE RESPONSIBILITIES.

• Registering guests, managing reservations, and providing information about court availability, rates, and amenities
• Perform all check-in and check-out tasks
• Act as first point of contact for members, guests and staff
• Maintain updated records of bookings and payments
• Monitor courts and be able to manage court sheet during busy hours
• Answer high-volume phone lines and confidently answer standard Q&A and inquiries
• Provide excellent service to all guests, members and staff via friendliness, professional, and organizational efficiency
• Ensure every member and guest is welcomed by name (if local/applicable) and new guests are welcomed with open arms and in a hospitable manner
• Influence a fun and positive atmosphere by being approachable and professional

QUALIFICATIONS + EXPERIENCE.

• Minimum of 2+ years' experience in a similar role
• Must have experience answering high-volume phone lines and answering inquiries professionally and timely 
• Excellent written and verbal communication skills 
• Strong interpersonal skills and ability to develop strong relationships 
• Problem-solving skills and bring conflict resolution to any anticipated or current matter
• Detail oriented, articulate and ability to multitask in a high-volume and demanding work environment
• Strong communication skills and ability to understand and follow written and verbal instructions
• Flexible schedule and ability to work nights, weekends and holidays (as needed)
• Must be able to understand and communicate clearly with guests, members, and coworkers
• Strong administrative skills (planning, organizing, coordinating, and implementing) 
• A team player willing to support event planning and execution in any way – no task is too small 
• Agility – ability to think on their feet and respond in a solutions-oriented way to situational changes in an event setting 

MUST HAVES.

• Possesses an entrepreneurial spirit and continuously innovates to create the best experience.
• Communicates clearly, openly and honestly.
• Takes on challenges with ease and comes up with answers.
• Fosters connection by putting people first and building trusting relationships.

NICE TO HAVE.

• Padel Enthusiast 

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