Concierge Manager

Green Bay Packers Job Posting

JOB SUMMARY:

The Concierge Manager is responsible for the overall direction, coordination, and supervision of the Concierge Services department, including new membership sales, front desk operations, recovery concierge, and corporate partnerships. This role ensures the highest quality of service for all members and guests through professional greetings, account maintenance, and extensive knowledge of all PAC products and services. Additionally, the Concierge Manager focuses on fostering connections among new and existing members, ensuring their engagement and satisfaction.

This role has a direct impact on revenue, member retention, and overall customer service. The Concierge Manager will uphold the Packers Athletic Club's Mission and Vision.

Job Responsibilities:

Membership Experience:

Manage the front desk concierge team to ensure a welcoming, efficient, and organized entry experience for all members and guests.

Oversee the entire new membership sales process, ensuring that all potential members receive a warm and informative introduction to PAC.

Focus on building and maintaining strong connections with both new and existing members to enhance their experience and retention.

Ensure that the team provides accurate information and maintains personalized relationships with members.

Supervise the scheduling of the Recovery services lounge to ensure staff provides the highest level of service.

Continuously review and update the workflows of concierge teams to provide an efficient and high level of customer service.

Sales & Promotion:

Market, promote, and sell programs and services throughout the club using approved marketing materials and relationship selling techniques to increase participation.

Partner with the Marketing Coordinator to develop promotions, events, and materials to grow membership revenue.

Partner with other departments to promote programs effectively.

Oversee all promotion, marketing, and execution of the PAC corporate membership program.

Financial & Budgetary:

Develop and implement a monthly business plan in coordination with other department heads, particularly in Group Fitness and Performance and Wellness.

Responsible for achieving or exceeding the monthly and annual department budget.

Monitor and manage payroll at all concierge service desks (Front Desk, Recovery, and Accounts Services) to ensure labor costs remain within budget, adjusting staffing as necessary to meet seasonal needs.

Managerial & Supervisory:

Recruit, interview, hire, and oversee the training of new concierge team members, including Front Desk concierge staff, Recovery concierge staff, and Account Services staff.

Become an expert in club operating software and manage workflows and programs via this channel.

Establish yourself as a primary leader within the club.

Continually communicate and train team members on programs and schedules.

Oversee the scheduling of team members and assess individual performance, providing feedback and recognition.

Conduct department meetings and training for all concierge services staff, ensuring cleanliness and presentation of the department and programs through daily audits.

Other duties as assigned by the General Manager.

JOB QUALIFICATIONS:

Four-year college degree required.

3-5 years of managerial experience, customer service experience, and event coordination/program planning and management.

CPR/AED certification required.

Excellent customer service and promotional skills.

Ability to originate innovative ideas.

Strong organizational and communication skills.

Ability to collect and analyze data to make accurate decisions.

Team-building and leadership abilities.

Multi-tasking skills and the ability to learn quickly.

Conflict resolution skills, handled in a professional manner.

Proficiency with Microsoft Excel and Word.

Physical Demands and Work Environment:

Ability to frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds.

Ability to stand, walk, use hands to handle objects, tools, or controls, reach with hands and arms, and occasionally sit.

Ability to work a variety of schedules, including weekends and holidays.

Role routinely uses standard office equipment.

SUPERVISES: This position supervises the Concierge Services department.

SUPERVISED BY: General Manager

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

This job description has been approved by management. This job description is not designed to cover or contain a comprehensive listing, and duties and responsibilities may change at any time with or without notice.

All resumes submitted will be reviewed and selected qualified candidates will be contacted for an interview.