Concierge - Business Development and Membership Management

| Santa Monica
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Altus is seeking a detail-oriented concierge to head private membership management and business development. The concierge acts as the brain and control center of the Altus membership, acting as the hub for clients and staff. This position is being created as a direct support to the companies growing member base and will play an active role in further enrollments. You are responsible for meeting the department’s expectations in the efficiency, output, training, education, happiness and wellbeing of the staff.

The ideal candidate would be positioned to:

  • Deliver world class service through the lens of Altus Values
  • Satisfy the unconscious and perceived needs of customers by engaging with them professionally
  • Serve the clients needs through supporting and challenging them
  • Welcome members and advise them on their membership
  • Learn who our clientele are and what is important to them
  • Provide a safe place for clients to communicate their needs
  • Be an ambassador for the company and brand

QUALITIES: 

  • Team player
  • Polite, friendly, and warm to clients and staff
  • Responsible, alert, and attentive
  • Exceptional phone etiquette
  • Very organized and always plans ahead
  • Able to pay attention to detail as well as the big picture
  • Exude a professional yet genuine attitude with every client
  • Level headed, doesn’t get flustered or agitated easily
  • Able to calmly deal with upset clients
  • Focus on quality of service
  • Ability to smoothly resolve conflicts
  • Ready to deal with requests and questions for clients and staff

Duties:

  • Manage efficient scheduling and client follow-up through booking and CRM software
  • Oversee the satisfaction of clients
  • Understand and analyze booking and sales software reports 
  • Develop processes that ensure organizational success
  • Hold staff accountable to Altus standards, systems, and processes
  • Interface with executive team and manager in order to resolve any requests by staff or clients
  • Manage concierge team projects 
  • Help with concierge development through meetings, protocols, and various projects
  • Support staff technology use by understanding software and hardware involved in model
  • Oversee front desk insurance billing and invoicing of clients
  • Manage client retention through booking software and CRM
  • Facilitate relationships between contractors, assistants, and Altus
  • Have knowledge of all services and products offered by Altus and be able to effectively promote them to the clients
  • Support staff in managing inventory 

SKILLS AND QUALIFICATIONS

  • Bachelor's degree in business, hospitality, marketing or related field
  • Expert understanding of Microsoft Office and Apple products
  • Above average written and spoken grammar and spelling
  • Passion for health and wellness
  • Must have strong organizational and communication skills
  • 1-year customer service, sales, management or hospitality desired
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