Concierge

About the PJCC: For more than 75 years, the Peninsula Jewish Community Center (PJCC) has worked to inspire a sense of community in San Mateo County, with over 37,000 Jewish residents. Situated between San Francisco and Palo Alto, the PJCC is among the top 10 JCCs in North America. With a 12-acre home in Foster City, the PJCC’s goal is to provide programs and services that reinforce the values and traditions the Jewish community embraces, while serving the broader community as well. The PJCC’s Mission is that: We positively impact people’s lives, fostering belonging and meaningful connections with a diverse community, grounded in Jewish values and traditions. PJCC Perks & Benefits Comprehensive medical, dental, and vision coverage Employer retirement plan matching Free PJCC membership for you and everyone in your household – enjoy access to our fitness center, swimming pools, and a wide range of group exercise classes including Pilates, yoga, Pilates Reformer, and more! Opportunity to work alongside mission-driven individuals who are passionate about making a positive impact in the community Overview of the Role: The Concierge is responsible for carrying out PJCC’s commitment to serving its members in the best fitness environment possible with the friendliest staff, most educated members, cleanest facility, most ethical business practices and state of the art equipment. The Concierge at the PJCC displays and maintains the highest standard of customer service. Under the supervision of the Member Experience Manager, they will oversee customer service initiatives that support client satisfaction for fitness center programs, center programming, and membership. The concierge will also be a leader in key retention efforts focusing on member engagement, client satisfaction and a comprehensive onboarding process for new members. Essential Duties & Responsibilities: Responsibilities include, but are not limited to the following: Collaborate with other departments to deliver onboarding programs including Marketing, Sales and Welcome Center teams. Cross-promote center programs and build community through member to member and member to staff engagement. Work collaboratively with other departments. Take lead role in delivering ongoing customer service trainings for all departments. Be knowledgeable and communicate with members about all programs and activities offered at the PJCC Assist in back-up roles to the sales team with tours and membership sales. Follow new member onboarding and provide trackable metrics Develop and establish guidelines for managing high risk memberships due to non-use or low satisfaction scores. Set up FIT evaluations for new members Manage member questions, comments, and concerns daily and provide mediation between members/staff, members/members and staff/staff. Manager on Duty (MOD) responsibilities Other duties and responsibilities may evolve over time and be assigned/determined by Member Experience Manager