Everyone’s a VIP Thanks to Member Guest Services
By Sarah A. Cart
“Think of Member Guest Services as ‘the artist formerly known as Concierge,’” says Kyle Landers of the department he oversees as director of Member Events & Services. The reference is a heartfelt tribute to Ellie Parker, who retired from her position as Club Concierge five years ago.
Kyle explains that Member Guest Services (MGS) “is an all encompassing one-stop shop” to assist Members and guests with “all things Ocean Reef Club.” The team strives to deliver exemplary service, handling everything from answering general questions of what can be found where to helping with everyday specifics.
The result? “When you call us, you receive VIP treatment.”
Small celebrations, big moments: It makes sense that MGS orchestrates and oversees all the Club’s “traditional” Membership events and dining reservations (confused by the online system? They’re happy to walk you through it). But over the past couple years, they have also quietly expanded their offerings to include coordinating small gatherings for 10 people or less – think: dinner for two, a proposal, an engagement party, a baby reveal – arranging everything from location and décor through execution.
“The concept was soft launched last season and we handled nearly two dozen such occasions, all under the radar, but we’ve got a strong team that’s ready to take it mainstream. They are thrilled to offer their professional assistance to make magic happen.”
Big help with the small stuff, too: The MGS Associates also assist with more routine needs, and every interaction is genuine, unique and friendly. Working with them, one feels heard and knows that there will be follow-through.
Panicky about getting to or from MIA or FLL? MGS recently absorbed the Club’s transportation team and can arrange chauffeur services for you via Ocean Drive Transportation.
Planning to arrive to The Reef late, but wish someone would shop for you and fill the fridge with some basics beforehand? MGS can help with that.
Need a babysitter? Dog sitter? House sitter? MGS will provide a list of Associates who are interested in, and already approved to take on, such assignments so you can make those arrangements.
You already recognize the MGS team members – Samantha Gibson, Katelin Wilson, Austin O’Neill, Destiny Remigio, Deamarys Rivera, and Diamoni White. Cross trained so they know how everything works in real time, when you arrive at a Member event, they’re the ones who greet you (“How may I assist you?”), help you register, answer your questions, and in no time, know you by name. Their days are full of opportunities for creative problem solving, figuring out how best to serve the Club, how best to shine.
That includes sharing the welcoming of first-time visitorsto the Inn, helping them learn their way around, assisting with sign-ups for golf, or a fishing charter, or tennis or pickleball, or a spa appointment, scuba or snorkeling adventure – almost anything you can imagine.
As easy as clicking a button: MGS can be reached via phone (305-367-6516), email (memberguestservices@oceanreef.com), or by completing a Member Guest Service Form on the Club website (search “Member Guest Services”).
Want to feel like a VIP? Reach out to MGS.
Pictured above: The Member Guest Services Team.