Member Service Ambassador - #1164013

Role Purpose

The Customer Service Ambassador serves as the first point of contact for Members and guests, delivering a warm, professional, and personalised welcome experience that reflects the standards of 67 Pall Mall. This role is responsible for managing reservations, coordinating guest arrivals, and ensuring a seamless and memorable experience from arrival through departure.

Key Responsibilities

• Welcome Members, guests, and visitors in a professional, courteous, and engaging manner, ensuring an exceptional first impression of the Club.

• Manage reservations efficiently through the Club's reservation systems, ensuring accuracy and adherence to booking procedures.

• Handle enquiries and reservations via telephone, email, and in person, providing timely and professional responses.

• Coordinate guest arrivals and seating arrangements, escorting Members and guests to their designated tables when appropriate.

• Maintain an excellent understanding of Club facilities, events, offerings, and membership benefits to assist Members and guests effectively.

• Liaise closely with the Operations, Events, Membership, and Culinary teams to ensure smooth service delivery and operational readiness.

• Manage guest requests, preferences, and special occasions, ensuring personalised service whenever possible.

• Maintain accurate reservation records, guest profiles, waitlists, and booking schedules.

• Prepare daily reservation and operational reports as required.

• Assist in monitoring reservation levels and communicating anticipated business volumes to relevant departments.

• Handle guest feedback and concerns professionally, escalating matters where necessary to ensure prompt resolution.

• Ensure the reception and welcome areas are maintained to the highest standards of cleanliness, presentation, and organisation at all times.

• Support Club events, member activations, and operational initiatives as required.

• Perform other duties as assigned by Management to support the smooth operation of the Club.

Requirements

• Previous experience in customer service, hospitality, luxury retail, private clubs, restaurants, hotels, or a related service environment.

• Strong interpersonal and communication skills with a genuine passion for hospitality and guest engagement.

• Professional appearance, positive attitude, and excellent grooming standards.

• Ability to remain calm, composed, and service-oriented in a fast-paced environment.

• Strong organisational skills with excellent attention to detail.

• Ability to work independently while contributing effectively as part of a team.

• Proficient in handling reservations systems, and general administrative tasks.

• Reliable, responsible, and proactive with a strong sense of ownership.

• Flexible to work shifts, weekends, public holidays, and Club events when required.

Key Competencies

• Guest & Member Experience

• Customer Service Excellence

• Communication & Interpersonal Skills

• Reservations & Administration

• Attention to Detail

• Teamwork & Collaboration

• Problem Solving

• Professionalism & Presentation

• Time Management

• Adaptability & Flexibility