Overnight Front Desk Attendant

Position Title: Front Desk Attendant

Department: Front Desk

FLSA Designation: Non-Exempt (Hourly)

Directly Reports To: Director of Clubhouse Operations

Indirectly Reports To: General Manager

ABOUT THE POSITION

The Front Desk Attendant serves as the first point of contact for club members and guests. This role is responsible for providing a welcoming and professional presence at the front desk, offering assistance, information, handling various inquiries, assisting with reservations, guest services, and ensuring a smooth and pleasant experience for all visitors. The shifts are from 11 pm - 7 am.

ABOUT THE RIVIERA COUNTRY CLUB

Opened in 1927, the Riviera Country Club has a storied history, and its championship golf course is world-renowned. The Tennis Club opened in 1963 and has hard, clay, and practice courts, along with programs for all levels of play. We are passionate about the sophisticated elegance of our amenities and service. Our members enjoy the “Riviera Lifestyle”, which includes the philosophies of Respect Life; Healthy for Life; and Enjoy Life. We’re equally passionate about living our vision, mission, values, and principles, which start and end with “Only the best is good enough.” The vision is embodied in our employees, who are carefully screened, selected, and trained.

ABOUT YOU

Your presence is both welcoming and professional. Your customer service skills are impeccable, allowing you to address inquiries, assist with reservations, and manage administrative tasks with ease. Whether answering phone calls, registering guests, or relaying important messages, your communication is clear and efficient. Your commitment to safety and security ensures a secure environment for all, and your adherence to club policies is unwavering. With a polished appearance and a demeanor that exudes professionalism, you consistently provide a top-notch experience for those who enter our club.

JOB RESPONSIBILITIES:

• Welcome members, guests, and visitors with a warm and professional demeanor, creating a positive first impression.
• Operate the front desk and serve as a central point for inquiries and information.
• Provide exemplary customer service, addressing member and guest inquiries, requests, and concerns.
• Assist with member reservations, golf and tennis bookings, event inquiries, shuttling people, and hotel check-ins and check-outs.
• Manage reservations for golf, tennis, events, and hotel rooms, ensuring accurate bookings and confirming reservations.
• Check-in and check-out hotel guests, handling room assignments, key distribution, and payment processing.
• Relay important messages and information to management, staff, and members or guests as needed.
• Keep members and guests informed of club events, promotions, and updates.
• Perform various administrative tasks, including data entry, filing, record-keeping, and correspondence.
• Assist with email and mail distribution, and handle member and guest inquiries via phone and email.
• Monitor and control access to the club and complete security rounds in coordination with the front gate, ensuring adherence to security policies and procedures.
• Maintain a secure environment, promote safety awareness, and assist with emergency procedures.
• Direct and manage vehicle traffic to maintain a smooth flow at the entrance.
• Assist with valet services, parking, and coordinating vehicle movement.
• Monitor and report any suspicious activity or security concerns.
• Verify the identity and membership status of members, ensure guests are registered, and maintain accurate records of visitors, guest lists, and any relevant information.
• Register guests and ensure compliance with club policies, such as visitor sign-ins and fee collections.
• Distribute visitor passes (day cards) and provide clear instructions on club access.
• Answer phone calls, take messages, and provide information or assistance to callers as needed.
• Acquire a deep understanding of the club's amenities, including golf facilities, tennis courts, dining options, events, and services.
• Keep updated on club activities and promotions.
• Assist in event setup and guest management to ensure a seamless experience.
• Assist with luggage and belongings, offering to transport them to guest rooms or designated areas.
• Safely and efficiently handle luggage, golf bags, and other items, ensuring they are transported and stored securely.
• Provide accurate information, directions, and recommendations regarding club facilities, dining options, activities, local attractions, and transportation, and assist with making appointments, reservations, and arrangements as needed or requested.
• Build positive relationships with club members and guests, addressing their needs and preferences.
• All other duties as assigned by the Director of Clubhouse Operations that reasonably fall within the scope of the position and department.

QUALIFICATION STANDARDS

SPECIFIC JOB KNOWLEDGE, SKILLS, AND ABILITIES:

• Strong communication, interpersonal, and multitasking skills.
• Proficiency in using standard office software and equipment.
• Professional appearance and demeanor with a strong commitment to delivering top-notch customer service.
• Ability to adapt to a dynamic work environment that includes golf, tennis, events, and hotel operations.
• Familiarity with hospitality and guest service principles for the hotel aspect of the country club.
• Flexibility to work during various shifts, including evenings, overnight, weekends, and holidays.
• Strong physical fitness to handle luggage and regularly lift and carry up to 75 lbs.
• Ability to stand for the majority of a scheduled work shift.
• A valid CA driver’s license and clean driving record, required.
• Discretion and confidentiality when handling sensitive and confidential information.
• Flexibility and adaptability to changing priorities and demanding schedules.
• Professionalism, poise, and a positive attitude, even in high-pressure situations.
• Knowledge of the country club industry or hospitality sector (preferred, not required).
• Knowledge and passion for golf, golf course operations, or the golf industry (preferred, not required).

EDUCATION

• High School Diploma or equivalent, required.

EXPERIENCE

• At least 2 years previous experience in a front desk, concierge, guest services, or hospitality role is required, preferably in a country club or hotel setting.

GROOMING

All employees must maintain a neat, clean, and well-groomed appearance per club standards.

Professional business attire is required.

OTHER

Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the club. In addition, attendance at all scheduled training sessions and meetings is required.