Concierge Assistant

JOB TITLE: CONCIERGE ASSISTANT DIRECT REPORT: LOCATION: REMOTE WORKING OR OFFICE BASED IN NORTHLEACH, GLOUCESTERSHIRE SALARY: COMPETITIVE DEPENDING ON EXPERIENCE   HOURS: 25 Hours per week to include 9 to 5 Monday. Some flexibility for remaining hours TBD but fixed monthly. Additional hours to provide cover for vacation days within the department Statutory vacation allowance ABOUT MASHIE We are a golf business providing various golf-related benefits to associated members. We run an intensive private and public events schedule, a partner club program and a golf concierge service. We currently have over 400 core “ Club and Links Members and over 8000 Country Members”. We have established relationships with golf clubs, golf and lifestyle brands and our members and we are continuing to grow as a business. We are a small team who share and delegate responsibilities where necessary. We are looking for someone to come and join us on this exciting journey.   OVERVIEW and KEY SKILLS You will be the customer facing side of our member’s concierge. This role is all about giving exceptional customer service and forging excellent relationships with our members and partner golf clubs.   You think fast, work proactively and always keep on top of things, even in a dynamic environment. You will be self-motivated, professional with a can-do attitude and have an ability to build strong relationships, communicate at all levels and be able to work calmly under pressure to meet tight deadlines. You will have excellent written and verbal communication, be a logical thinker and have a keen eye for detail. Ideally you will have a good working knowledge of golf and come from the golf or customer service industry.   The Concierge Department Are responsible for checking the tee time availability with our partner golf clubs, booking tee times for our members as they request them and helping our members have a first class experience. All requests must be dealt with within a set period of time and if there is no availability at the club requested, an alternate option or date should be explored. You may be managing up to 40 requests at a time so accurate details must be recorded for each request.   PRIMARY ROLE RESPONSIBILITIES AND DUTIES   CONCIERGE: · Monitor the MASHIE Concierge and Contact Us email inbox and action all emails. · Monitor and react to all concierge requests in a timely fashion · Manage tee time bookings utilising our corporate memberships · Invoice members for their tee time bookings when necessary · Monitor the invoices you raise to ensure all payments are made within the required time frame · Deal with any tee-time enquiries made via phone or email, ensuring they are always added to the main APP system. · Report any anomalies discovered on the MASHIE App to the app development team · Work with other team members to enhance the overall customer experience · Maintain a document of current processes and contribute to the improvement of these procedures. · Maintain a resolution and escalation process for issues for this area of the business.      WHAT YOU'VE GOT  · Ideally a minimum of 1 years’ experience working within the golf industry or in a concierge role · Good understanding of golf, the rules, playing formats, and etiquette of the game · Proficient user of Microsoft packages (Excel/Outlook/Word) · Basic working knowledge of Xero is preferable, but not essential · Exceptional customer service skills · You like taking responsibility and can work to strict timelines · You are an enthusiastic self-motivated person and have a problem-solving mind · Great communication/presentation skills and can work efficiently alone or within a small team · Be self-motivated, with good time management skills · Confident in written and telephone communications · Have a full, clean driving license and own transport    HOW TO APPLY If you wish to apply, please send your CV and a cover letter explaining why you would be perfect for the role to Sarah.saunders@mashiegolf.co.uk   If selected, the first interviews will be online with any further interviews in person in Kent, London or Gloucestershire.