Lead Member Experience Associate (FIFTH CONCIERGE) | Madison Square

NeueHouse is the private workspace and cultural home for creators, innovators, and thought leaders. With iconic buildings, timeless design, thought-provoking cultural experiences, and elevated hospitality, NeueHouse has reimagined the ideal environment for creative potential and progress.

Our Properties

NeueHouse currently operates across four different, but equally iconic properties in New York City and Los Angeles:

• Our Madison Square (MSQ) House is situated in New York’s iconic Flatiron District, was previously home for Tepper Galleries, a well-known Manhattan auction house for international artists and collectors in the 1930s – and neighbors the 69th Regiment Armory where the first International Exhibition of Modern Art was held.
• Our Hollywood House (HWD), which sits on Sunset Boulevard, is one of LA’s most celebrated buildings and occupies the original CBS Studio (the world’s first structure built intentionally for broadcast). Here genre- defining artists from Orson Wells and Lucille Ball to Janis Joplin, the Beach Boys, and Bob Dylan built their legacy.
• Our Venice Beach House (VB) was once the creative home to some of the most influential creative luminaries in art and entertainment including Hal Ashby, Oliver Stone, and David Hockney, NeueHouse Venice Beach is a new work, social, and cultural hub for the Venice creative community.

The Role

The role of the FIFTH Concierge is to coordinate the Member Experience of our elevated executive floor while offering a top tier level of Hospitality. Reporting to the Director of Member Experience, the FIFTH Concierge will be the first point of contact for our members and our Membership, IT, Events, Housekeeping, and Facilities departments. The FIFTH Concierge seeks to support all Members and is the designated person for ensuring all member needs and concerns are promptly taken care of. The ideal candidate has a high level of technological proficiency and relevant hospitality experience. The FIFTH Concierge will support the Member Experience team with all tasks, ensuring that all operational components maintain a positive, upscale, and consistent experience for all members and visitors.

NeueHouse’s team is lean and operates with a mindset of “no task is too small.” The FIFTH Concierge must expect to manage through ambiguity and will need to be ready to support all NH departments in meeting the needs of members and visitors.

Requirements

Empathetic, taking pride in the details and compelled to bring people together, The FIFTH Concierge builds, delivers and stewards the moments that define NeueHouse for Members, Guests, and team – past, present, and future. The role requires someone who is ready to:

• Maintain the FIFTH Concierge Desk and executive floor at NeueHouse.
• Oversee and guide efforts of Member Experience team as it relates to the executive floor.
• Operate with a “no task is too small” mentality
• Support Membership services, taking the lead on the most sensitive or confidential matters to include onboarding, offboarding and communication.
• Assist in handling V.I.P Guests.
• Create Face Sheets for events and for V.I.P visits.
• Maintain control of inventory of brand collateral, supplies, and concierge items.
• Coordinate amenities and perks of NeueHouse memberships, such as reciprocal access to hotels, coworking spaces, and restaurant groups.
• Assist the team with event promotion for FIFTH members.
• In-house food and beverage and conference room ordering.
• Must possess strong communication and ability to delegate tasks to team members.
• Ascertain departmental training needs to further develop, maintain, and update departmental SOPs, ensuring they are always followed.
• Maintain the FIFTH kitchenette which includes a dishwasher, refrigerator, and automatic espresso machine.
• Work closely with our Membership team:

• Tour potential new Members as needed.
• Manage the schedule for Member Orientations.
• Direct Member concerns to appropriate departments including, but not limited to, general inquiries, billing, change of membership tier, programming, and events.

• Serve as the internal switchboard for team communications relating to the executive floor.
• Being comfortable in conversing with Members, Guests and potential Members regarding NeueHouse events, various programs, and amenities offered.
• Must be a positive and articulate Ambassador of the NeueHouse Project/Brand
• Provide assistance for on-demand / convenient services: weekly floral delivery, dry cleaning pick up and delivery, beauty, wellness and fitness appointments
• Assist with additional coordination including

• Corporate and leisure travel, ticket purchasing and management
• Personalized dining recommendations and coveted reservations
• Gifting and personalized shopping and procurement and delivery

• Ad hoc duties as required

We are looking to connect with candidates who bring:

• Previous front desk, IT support, or customer experience.
• Strong ability to multitask and successfully re-prioritize tasks in a moment’s notice.
• High level of responsibility and professionalism.
• Excellent communication skills, written and verbal.
• Excellent guest/client service skills.
• Experience in video conferencing technology (Zoom, Microsoft Teams, Google Hangouts etc.) or the ability to learn.
• Ability to work a flexible schedule including weekends, evenings, and holidays as needed.
• Ability to practice critical thinking with a tremendous attention to detail; understand and anticipate all guest needs; remain calm and possess ability in resolving issues and the ability to provide exceptional supervisory skills.
• The ability to work cohesively with fellow team members.
• Ability to read, write, and speak fluent English.
• Basic IT knowledge (Wi-Fi connection for both MAC & PC, basic troubleshooting)
• Proficient in Microsoft Office Suite
• Experience with helpdesk and/or ticketing systems a plus
• Ability to apply common sense, define problems, collect data, and notify management when necessary.

The anticipated hourly rate for this position is $22.00 - $25.00 an hour. NeueHouse is committed to equitable and competitive compensation and benefits packages for our team members and will consider many factors when extending offers of employment. Some of the factors we consider may include qualifications of individual applicants against the position and business needs, years of relevant experience in role or industry, specific or unique skills, certifications or professional accreditations specific to the role, and the location in which the applicant lives and/or from which they will perform the role. The anticipated range for compensation shared here does not include any other components or benefits that may be available.

Diversity & Representation: NeueHouse is committed to building and supporting inclusive and representative communities, long-term career opportunities and extends Equal Employment Opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity or expression, pregnancy status, marital status, military or veteran status, genetic disposition or any other reason protected by law.

Benefits

• Hourly Rate: $22.00 - $25.00 an hour
• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Caregiver Leave
• Short Term & Long Term Disability
• Training & Development
• Wellness Resources