Member Services Agent

Houstonian Hotel - Houston, TX

Part-time - Entry Level

Houston, TX

About the position

The Member Services Agent is responsible for providing exceptional customer service to members, their guests, and hotel guests at The Houstonian Hotel, Club & Spa. This role emphasizes relationship-building and requires effective communication skills to ensure a welcoming environment. The agent will assist with entry validation, member inquiries, and various club services while maintaining professionalism and adherence to club guidelines.

Responsibilities

• Meet and greet members and their guests as they enter the club.
• Communicate clearly and effectively, including in-person, on the phone, over the radio and in written communication.
• Provide member assistance with a sense of urgency, personalizing the service to exceed expectations.
• Screen all members and guests to validate entry into the facility and help protect the exclusivity of the Club.
• Efficiently operate phone systems according to Houstonian Club standards.
• Use Security Desk and CSI applications to look up member information, create access tags and profiles.
• Assist members with the Houstonian app, class, pool, and restaurant reservations.
• Perform other duties or tasks as assigned by the manager related to the Member Services Department.
• Maintain a high level of professionalism while enforcing the rules and guidelines set forth by Membership.
• Recognize and use personalized greetings with each member.
• Continuously think of new ways to improve customer service and organization of the Welcome Desk and Resident area.
• Be knowledgeable about Club / Campus Facilities and Services, and share this information with Club Members.
• Register guests and offer assistance by escorting them to areas of the club as needed.

Requirements

• High school education/GED required.
• Minimum 1-2 years of customer service experience required.
• Able to speak, read and write fluently in English.
• Strong interpersonal communication skills.
• Comfortable making conversation with people they may not know well.
• Problem-solving capabilities and detail-oriented.
• Able to make decisions under pressure, including emergency response situations.
• Punctual and ready to work in a fast-paced environment.
• Some computer skills necessary: Familiarity with Email and Microsoft Word.

Nice-to-haves

• Considered a leader by peers and friends.