Member Services/Concierge

MEMBER SERVICES CONCIERGE
Are you refreshingly personal? Do you naturally make people feel seen, welcome, and valued the moment you meet them? Do you consider yourself to be a happy and positive person?

WHO WE ARE
The Vancouver Club is a distinguished private members club in the heart of downtown Vancouver. Established in 1893, the Club blends heritage with modern hospitality across dining, events, accommodations, and wellness experiences. Our purpose is simple and demanding: create meaningful, memorable moments for every member and guest who walks through our doors.
We measure success not only in service delivery, but in how people feel in our presence.

THE ROLE
This is a front-line hospitality role where presence matters as much as process. You are often the first and last impression of The Vancouver Club experience.

Think of this role as a swiss army knife of hospitality—calm, adaptable, and resourceful, shifting seamlessly between conversations, coordination, problem-solving, and administrative precision.
Above the surface, you are composed, warm, and attentive. Beneath the surface, you are constantly orchestrating details, anticipating needs, and ensuring nothing is left to chance. You are not only managing requests—you are shaping experiences.

WHAT SUCCESS LOOKS LIKE
You are someone who:
Engages proactively with members and guests, never waiting to be asked when help is clearly needed
Listens with the intention to understand, not simply respond
Notices the small details that elevate a moment from standard to exceptional
Brings warmth, ease, and authenticity into every interaction
Remains calm, thoughtful, and solution-oriented under pressure
Connects naturally with people from diverse backgrounds and seniority levels
Takes ownership of both first impressions and final farewells
Members and guests leave interactions with you feeling: that was easy, that was thoughtful, that was personal.
Is available evenings and weekends
Is comfortable standing for durations of time

KEY RESPONSIBILITIES
Create a welcoming, emotionally intelligent front-of-house experience for all members, guests, and visitors
Take reservations for Club dining and events, ensuring accuracy, clarity, and alignment with service standards
Coordinate closely with the Concierge Manager and departments to ensure seamless flow of information and guest experience integrity
Deliver personalized tours of the Club for prospective members and reciprocal guests, tailoring each experience to the individual
Monitor daily arrivals, VIPs, room guests, and event participants to ensure thoughtful preparation and recognition
Review daily event and function details, proactively identifying potential gaps or service risks
Respond to member inquiries and requests across in-person, phone, and email channels with clarity, warmth, and professionalism
Support resolution of concerns with empathy and accountability, escalating when needed and staying engaged until resolution
Maintain accurate knowledge of room availability, rates, and Club offerings
Ensure administrative tasks, logs, and checklists are completed with precision and consistency
Contribute actively to a culture of teamwork, respect, communication, and service excellence

QUALIFICATIONS & SKILLS
We are looking for a person, not just a skill set.
You bring:
A friendly, happy, engaging personality
Strong emotional intelligence and genuine enjoyment of human interaction
Excellent verbal, written, and phone communication skills
Natural warmth, curiosity, and approachability
Strong listening skills and the ability to interpret underlying needs
Administrative accuracy and comfort with systems and coordination tools
Ability to multitask without losing attention to tone, detail, or presence
Prior hospitality or high-touch customer service experience
Comfort working with high-profile members and guests with discretion and professionalism
A proactive mindset—anticipating needs rather than reacting to requests
Comfort working evenings and weekends as part of a hospitality rhythm
A second language is an asset.
Must have valid work permit, Permanent Residency or Canadian citizenship.

WHAT WE OFFER
Daily staff meals
RRSP contribution after 1 year of employment
Extended health and dental benefits after three months
Uniforms and dry cleaning
Staff events and community culture
$25 off haircuts at the Club salon
Employee assistance program
Flexible scheduling
Paid time off