Lead Concierge - Retreat by The Gathering Spot

Reports To: Operations Supervisor/ Operations Manager

Location: Retreat by The Gathering Spot

Employment Type: Full-time

The Gathering Spot (TGS) is a private membership club founded in 2016 for professionals, creatives, and entrepreneurs in Atlanta and Washington, D.C., committed to fostering community, culture, and connection through curated experiences, content, and dining. 

Additionally, TGS operates Retreat, an exclusive, private rooftop club designed to facilitate refined social interaction and high-end hospitality for leaders and culture-shapers seeking meaningful relationships and elevated experiences. 

Position Summary

Lead the concierge desk by modeling exceptional member hospitality, coordinating shift coverage, coaching concierge colleagues and maintaining accurate member access, communication and handoff practices.

Key Responsibilities

• Front Desk Leadership:
  • Coordinate daily desk assignments, break coverage, opening and closing readiness and member arrival flow.
  • Lead shift huddles and ensure current events, VIP considerations and operational changes are communicated.
• Member Experience & Escalations:
  • Handle elevated member requests and initial service recovery within delegated authority; escalate significant concerns promptly.
  • Partner with dining, events, operations and security to ensure smooth transitions and consistent member recognition.
• Training & Quality Assurance:
  • Train new concierge team members on check-in, access controls, systems, etiquette and confidentiality.
  • Audit shift logs, member records and reservation handoffs for completeness and accuracy; coach gaps in real time.
• Operational Coordination:
  • Track supplies, desk equipment issues, lost-and-found processes and member communications for follow-up.
  • Provide shift recap reports, identify recurring friction points and recommend practical process improvements.
• Compliance & Safety:
  • Reinforce visitor access policies, emergency response steps and appropriate handling of confidential information.
  • Report incidents and policy exceptions promptly, documenting factual details without speculation.
• Additional Expectations
  • Maintain confidentiality, uphold an inclusive and respectful workplace
  • Work evenings/weekends/holidays as business needs require
  • Perform other related duties as assigned. 
  • This description may evolve with operational needs.

Education & Experience

• 2–3 years in hospitality or member services preferred, including experience training or leading peers.
• Demonstrated judgment, conflict resolution, organization and calm communication under pressure.
• Working proficiency with member databases, reservations, shift reporting and standard office tools.

Physical Requirements

• Ability to stand and move for extended periods
• Use standard workplace equipment
• Lift or move supplies and event materials as needed for the role, with or without reasonable accommodation.

 

The Gathering Spot is an Equal Opportunity Employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.

We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical​​​ condition, pregnancy, genetic information, gender, sexual orientation, gender identity or ​expression, veteran status, or any other status protected under federal, state, or local law.