Membership Experience Coordinator

About CORE:

At CORE: where we were named Top 100 Global Most Loved Workplaces list, published in The Economist. We curate a global community of unlike-minded individuals united by their courage to defy definitions. Our members and Partners are relentlessly curious world builders, change makers, visionaries, leaders, and agents of transformation, who come from a range of thirteen distinct industries. As a community, we are committed to our collective performance, powered by dynamic engagement and exchange.

Position Summary:
The MEC serves as the primary point of contact for members, guests, and staff, ensuring every visitor feels genuinely welcomed and receives exceptional service from the moment they arrive at CORE:. As the first and last representative of CORE:, the MEC is dedicated to creating outstanding interactions, handling diverse requests with care, and ensuring every member enjoys a superior experience at all touchpoints. This role involves delivering personalized service, addressing members' needs, and adding meaningful touches to craft transformative experiences, all while adhering to CORE: guidelines.   

The Specifics:

Reception Responsibilities

• Learn and retain member’s name with facial recognition and proactively recognize and stay familiar with the members as well as their preferences. 
• Provide a seamless and warm welcome to all members and guests upon arrival and a heartfelt farewell at departure. 
• Coordinate front desk operations, including checking in members and their guests in all CORE: platforms, guiding and sending members to correct destination and member services
• Responsible for rooming members/guests into suites, including creating and reissuing room keys
• Check in & Check out all member stays in MEWS
• Assist in member suite checkout process by escorting the member and assisting with luggages and items
• Respond promptly, kindly, and professionally to member requests or concerns, following up to ensure satisfaction. Report any member dissatisfaction to management and assist with recovery.
• Ensure that all guests entering CORE: are properly announced. Politely and professionally request guests to step aside and wait while verifying their names if they were not provided in advance by the member.
• Maintain current knowledge of all platforms to efficiently retrieve, record, and communicate relevant information to both members and partners. 
• Offer and execute alternative solutions promptly if unable to fulfill a specific request with a yes-culture mentality.
• Stay informed about all CORE: spaces, including detailed knowledge of reservations, private events, cultural happenings, and building updates. 
• Float in CORE: spaces to build connections with members by gathering intelligence to enhance profiles and create memorable experiences tailored to their preferences through organic interactions.
• Maintains CORE: member intelligence by entering in Salesforce
• Maintain constant curiosity with CORE: member profiles and follow up with daily intelligence targets
• Addressing members' needs, and adding meaningful touches to craft transformative experiences.
• Ensure that members are properly checked into their reservation, and escorts them to their assigned table; pulling out chairs and assisting with tables.
• Precisely informs members of waiting times and respects the order of arrival of members and guests. Ensures member and guests are swiftly and effectively cared for.
• Offers coat check assistance to all customers with coats, bags, luggage, umbrellas, etc. Performs routine table checks.
• Responsible for maintaining reservation chits
• Updates all table statuses to the host stand throughout service. 
• Maintains a clean and orderly host desk with all restaurant collateral fully stocked at all times.
• Assign & plot members & guests to preferred tables, while curating the room and understanding dining room flow and equal distribution amongst servers
• Observe and anticipate members and guests' needs
• During CORE: spaces rotation, update member check in depending on location.
• Accurately manage messages, packages, and the organization of Lost & Found and member-kept items at CORE:. 
• Assist with inventory management. 
• Monitor and maintain cleanliness, sanitation, and organization in work areas. 
• Be knowledgeable about operating guidelines across all areas of CORE:, collaborating with various teams to ensure consistent service and member satisfaction. 
• Provide support with MEC work as needed, covering breaks or assisting during peak times. 
• Support management with assigned tasks. 
• Report any incidents to a manager if necessary

Experience Office Responsibilities

• Answer all incoming phone calls, emails and requests for restaurant/suite reservations, dangene & beauty bar clients, partner clubs, events/programming RSVPs, and create/modify/cancel bookings as necessary while liaising with our members with a yes-culture mentality.
• Redirect calls to the proper department and/or partner
• At all times, the Experience Coordinator needs to display the highest levels of verible and written communications in accordance to CORE: guidelines.
• Managing the restaurant reservations booking to ensure that the restaurant is not overbook
• Responsible for sending confirmation and reconfirm emails for every reservation (restaurant, suites and Cultural Programming) and RSVPs, in accordance to CORE: guidelines.
• Field all calls from CORE: suites and place in-room dining orders in aloha and communicate the order in teams.
• Extensive knowledge of the all current and future softwares used as well as our menu and the ability to upsell with beverage offerings and additional courses or any changes if necessary.
• Cross-reference all platforms and properly note or communicate all reservation bookings to check accuracy for arrival and departure dates, member profiles, room blocking, special requests, and ensure attention to all member needs/preferences.
• Act as a concierge for members by providing restaurant recommendations, bookings, car services, and staying current with lifestyle trends. 
• Liaison with Finance with necessary information and RSVP list for prepaid reservations and cancellation fees, also to make sure all payments are processed properly.
• Resposible for coordinating and managing RVSP and waitlists for all Cultural Programming events
• Review Arrivals/Reservations reports daily and make adjustments or help support the ME team on the floor in making room keys and writing welcome notecards.
• Make connections with our upcoming Members or their assistants to get updated ETA and manage any special requests with ease.
• Ensure accuracy and high attention to detail for billing and updated notes.
• Responsible for ensuring all checks ins and check outs are up to date in Mews.
• Responsible for passing along on all check in room status information to the incoming overnight MEC partner or designated on duty contact prior to departing.
• Process no shows, check outs, and facilitate communication between all departments involved.
• Support the MECs, leads, and managers by monitoring room inventory and notifying of any limited availability in a timely manner.
• Run daily reports and complete daily shift task list.
• Follow all company policies, procedures, and guidelines, including being ready to work at start of scheduled shift, in uniform, as per CORE: guidelines 
• Be a team player, which includes performing and completing any other duties or responsibilities assigned by managers in a timely and professional manner 
• Be a motivated self-starter and able to work efficiently and respectfully.

Overnight Responsibilities

• Provide a warm, attentive welcome to members and guests arriving or departing during overnight hours, ensuring accurate check ins, check outs, and suite status updates in MEWS.
• Monitor and respond to overnight member inquiries, emails, voicemail messages, and reservation requests with discretion, care, and timely follow through.
• Review upcoming suite arrivals, departures, and reservations, confirming accuracy of member preferences, special requests, and room assignments across CORE: platforms.
• Prepare suite key cards for upcoming arrivals, test functionality, and assist with welcome cards and other personalized arrival preparations.
• Prepare and send prearrival communications for upcoming suite stays and confirmation emails for new reservations, following CORE: communication guidelines.
• Ensure member requests and suite amenities are accurately documented in MEWS and communicated to Services, Culinary, Food & Beverage, and other relevant partners.
• Update and distribute next day suite occupancy information, member photographs, amenity requests, and SevenRooms covers as assigned.