EXPERIENCE CURATOR & MEMBER CONCIERGE- LEKKI LAGOS

Your tasks

The Experience Curator & Member Concierge is responsible for delivering a personalised, seamless, and

engaging membership experience. The role involves building meaningful relationships with guest and members, coordinating their use of facilities and services, facilitating selected lifestyle and wellness experiences, and ensuring consistent engagement throughout the membership journey.

The successful candidate will serve as a key point of contact for members and retreat guests, ensuring that

every interaction reflects standards of refined hospitality, discretion, personalised service, and thoughtful experience curation.

2. Key Responsibilities

A. Member Relations and Concierge Services

• Welcome and orient members, retreat guests, and selected prospective members.
• Serve as a primary point of contact for enquiries, bookings, and arrangements relating to retreats, spa services, dining, accommodation, meetings, and membership programmes.

• Conduct member onboarding conversations to understand individual preferences, interests, routines, expectations, and intended use.
• Maintain accurate and confidential member profiles, including preferences, participation history, special requests, and follow-up requirements.

• Provide timely assistance and ensure that member requests are appropriately addressed and resolved.

B. Experience Curation and Programme Delivery

• Facilitate or co-facilitate approved experiences, including journaling sessions, guided garden experiences, reflective exercises, member introductions, and programme transitions.
• Support the planning and delivery of Personal, Couple, Family, and Business Retreats, from pre-arrival

coordination through post-experience follow-up.

• Coordinate external facilitators, wellness practitioners, artists, photographers, trainers, and other approved service providers.
• Support member-exclusive experiences, Open Houses, ambassador previews, and selected social and lifestyle gatherings.

• Ensure that all experiences are delivered in a manner consistent with brand identity, service standards, and intended guest experience.

C. Cross-Functional Coordination

• Collaborate with Operations, Food and Beverage (F&B), Spa, Housekeeping, and other relevant

departments to ensure that facilities, rooms, materials, and guest touchpoints are appropriately prepared.

• Coordinate programme schedules, bookings, service requirements, and operational arrangements to ensure seamless delivery.
• Monitor member credit utilisation, programme participation, outstanding requests, and related activities using approved tracking systems.

• Ensure effective communication and coordination among relevant internal teams and external service providers.

D. Member Engagement and Retention

• Maintain appropriate ongoing relationships with members through approved communication channels, including WhatsApp, email, and designated membership platforms.
• Conduct post-retreat and post-experience follow-ups to obtain feedback, strengthen engagement, and identify relevant future opportunities to use facilities and services.

• Recommend suitable programmes, experiences, and services based on members’ expressed interests and preferences, while maintaining a respectful and non-intrusive approach.
• Support initiatives aimed at improving member satisfaction, participation, retention, and overall engagement.

E. Experience Evaluation and Continuous Improvement

• Observe recurring member requests, service challenges, behavioural patterns, and operational friction points.
• Maintain a structured experience log documenting successful practices, areas requiring improvement, member feedback, and recommendations.

• Provide actionable feedback to management and relevant departments to support the continuous improvement of membership offering and experience design.
• Identify opportunities to improve service delivery, programme relevance, operational efficiency, and member satisfaction.

F. Professional Conduct and Confidentiality

• Uphold standards of professionalism, discretion, confidentiality, and personalised hospitality.
• Protect member information and ensure that personal details, preferences, and interactions are handled responsibly.

• Maintain a calm, attentive, respectful, and service-oriented presence at all times.
• Ensure that all activities remain within the scope of the role and any applicable professional qualifications.

Requirements

Candidates with experience in any of the following areas will be considered favourably:

• Premium hospitality, boutique hotels, private members’ clubs, luxury travel, concierge services, spas,

retreats, or guest relations.

• Workshop facilitation, learning and development, community programmes, retreat coordination, or

small-group experience delivery.

• Customer experience, executive assistance, membership services, community management, or personalised lifestyle services.
• Coordination of cross-functional teams, external facilitators, and specialist service providers.

• Service delivery to senior executives, high-net-worth individuals, high-profile guests, or clients with

elevated service expectations.

Experience, Core Competencies and Skills Requirement A minimum of three (3) years of relevant professional experience is preferred and should serve as the initial

screening benchmark. However, candidates with less experience may be considered where they

demonstrate exceptional interpersonal ability, strong facilitation skills, sound judgement, and clear evidence of suitability for the role.

Candidates should demonstrate the following competencies

• Relationship Management: Ability to build authentic, professional, and lasting relationships with members and guests.
• Facilitation Skills: Confidence in guiding small-group activities, managing transitions, and adapting to different group dynamics.

• Observation and Attention to Detail: Ability to anticipate needs, recognise preferences, and identify opportunities to improve the member experience.
• Problem-Solving: Ability to resolve service challenges calmly, exercise initiative, and manage complaints or unexpected situations effectively.

• Programme Coordination: Strong organisational skills, including the ability to coordinate schedules,

people, facilities, and resources.

• Communication: Excellent verbal and written communication skills, with the ability to communicate

professionally across different audiences.

• Discretion and Professional Judgement: Demonstrated commitment to confidentiality, ethical conduct, and appropriate professional boundaries.
• Commercial Awareness: Understanding of how member satisfaction, retention, and engagement contribute to the sustainable utilisation of accommodation, F&B, spa services, retreats, and other offerings.

• Feedback Analysis: Ability to document observations, identify recurring patterns, and make practical recommendations for service improvement.
• Digital Proficiency: Competence in using WhatsApp, email, spreadsheets, CRM tools, booking platforms, and other relevant digital systems.

• Lifestyle and Cultural Awareness: Genuine appreciation of hospitality, wellness, food, nature, culture, rest, and enriching lifestyle experiences.

Personality, Attitude, and Professional Presence The ideal candidate should demonstrate the following personal attributes:

• Calm and Composed: Maintains a measured, professional approach, including during busy periods

or challenging situations.

• Warm and Respectful: Makes members and guests feel welcome without being intrusive or overly familiar.
• Polished and Professional: Presents appropriately and communicates with confidence without

appearing rigid or impersonal.

• Emotionally Intelligent: Demonstrates empathy, self-awareness, cultural sensitivity, and the ability to

adapt to different personalities and expectations.

• Observant and Curious: Shows genuine interest in people, their preferences, and the factors that

contribute to meaningful experiences.

• Discreet and Self-Assured: Comfortable engaging with senior executives, high-net-worth individuals,

and high-profile guests while maintaining appropriate professional boundaries.

• Service-Oriented: Demonstrates a genuine commitment to service excellence while maintaining

confidence, initiative, and professional dignity.

• Proactive and Resourceful: Anticipates needs, takes ownership of responsibilities, and works

effectively with limited supervision.

• Adaptable: Comfortable working in a dynamic environment where responsibilities may evolve in

response to members’ needs and operational priorities.

• Lifestyle-Oriented: Demonstrates a genuine interest in wellness, hospitality, nature, food, culture,

personal development, or related lifestyle experiences.

• Facilitative Rather Than Attention-Seeking: Able to guide a group, create a welcoming atmosphere,

and encourage meaningful interactions without making themselves the centre of attention.

• Community-Building: Capable of fostering connections between members and creating a sense of

belonging within the community.

Other

1. Scope and Boundaries of the Role

The Experience Curator & Member Concierge is an experience-led hospitality and membership role.

Accordingly, the position

• Is not limited to reception duties or desk-based customer service.
• Extends beyond event logistics to include member relationships, experience facilitation, and ongoing engagement.

• Does not involve aggressive sales practices or intrusive promotion of services.
• Does not include the provision of medical, therapeutic, nutritional, counselling, or professional fitness

services unless the employee holds the relevant qualifications and is specifically authorised to provide them.

• Does not require entertainment or personal performance as a primary function; rather, the role demands thoughtful facilitation, attentive hosting, and the ability to create meaningful experiences.