The Conduit Club
Guest Relations Advisor
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Role Summary
The Guest Relations Advisor is the first point of contact for our members and guests. Ensuring a warm, friendly, and engaging experience for all guests and members to The Conduit. You will be knowledgeable on all aspects of The Conduit and be able to communicate clearly and concisely. You will develop a close working relationship with our members and all teams within the Conduit.
Key Responsibilities
Member Experience
- Provide a consistently high-level of customer service etiquette, which is warm, courteous, and professional
- Foster genuine connections by recognising returning members and understanding their preferences and needs.
- Deliver personalised, proactive service that reflects The Conduit’s values of inclusion, sustainability, and innovation.
- Be a visible and approachable presence in the club to ensure members’ needs are met with efficiency and care.
- Communicate clearly and confidently with members, including during closures or changes to services.
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System Knowledge
- Accurately manage check-ins and member records using the Peoplevine CRM system.
- Follow Rucola Reservations procedures on Seven Rooms with attention to detail and professionalism.
- Promptly respond to telephone and in-person inquiries, using clear communication and a warm tone.
Day-to-Day Duties
- Manage cloakroom duties and lost & found inquiries promptly and efficiently.
- Direct guests to appropriate areas and facilitate smooth introductions between members and their guests.
- Actively contribute to the success of the wider team and uphold The Conduit’s Diversity, Equity & Inclusion strategy.
- Remain flexible and willing to assist with additional tasks aligned with business needs.
Qualifications & Requirements
- Ideally 1-2 years of relevant work experience at reception
- Excellent written and oral communication
- Passion for delivering excellent guest service
- Strong interpersonal skills and strong ability to work within a team
- Excellent organizational skills
- Health & Safety knowledge.
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Key Competencies
Above we have listed the skills we would like the Guest Relations Advisor to have. Below speaks more about the individual’s abilities to match our company culture:
- Has strong interpersonal skills needed to build trust amongst stakeholders at all levels
- Has the ability to ‘go the extra mile’ to create a positive outcome
- Is a ‘team-player’ and enjoys working in partnership with colleagues
- Views individual’s differences as a way to build new ideas and innovations
- "Owns" problems rather than blaming them on others
- Has the ability to work at pace whilst multitasking
- Encourages feedback on own behaviour
- Aligned and committed to the vision of The Conduit and constantly looking for ways in your role to achieve our mission.
- High standard of grooming and personal presentation
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