Chattanooga Concierge FAQs

Operations

  • Charlottesville

    • Member entrance: 206 West Market St., Charlottesville, VA 22902

    • (434) 566-0192

    Richmond

    • Member entrance: 303 West Broad St., RVA 23220

    • Birdie’s entrance: 305 West Broad St., RVA 23220

    • (804) 525-9320

    Chattanooga

    • Member entrance: 1517 Mitchell Ave., Chattanooga, TN 37408

    • (423) 771-9925

    New Orleans

    • Member entrance: 420 Julia St., New Orleans, LA 70130

    • Memoir entrance: 808 Constance St., New Orleans, LA 70130

    • (504) 315-2030

  • Password document linked HERE

  • Monday, 7a - 5p

    Tuesday - Thursday, 7a - 10p

    Saturday, 9a - 12a

    Sunday, 10a - 5p

  • Monday, 8a - 3p

    Tuesday - Thursday, 8a - 9p

    Friday, 8a - 10p

    Saturday, 9a - 10p

    Sunday, 10a - 2p

  • Network name: CommonHouse

    Password: 206member

  • We do not allow any outside food or drinks as CH has a full kitchen. It is also a health department violation if food from other locations is brought into the house, as we are a separate food and beverage establishment. This includes food and beverages brought from a member’s home, however, we will allow personal water bottles and/or coffee mugs.

  • The Concierge team should look put together and professional, while still expressing their own unique personality. Think about how you may dress for a date with your parents; trendy, put-together, modest. If you’re unsure about a particular outfit or item of clothing, check in with the Concierge Manager before wearing it to work.

  • Common House is 21+ except for Saturdays until 5pm, and during designated family friendly programming.

    Those under the age of 21 are allowed in the building if they are an attendee of a private event, though they are required to remain in the event space.

  • Members can bring up to three guests into the club at one time. We require reservations ahead of time for parties of more than four. Guests must be accompanied by a member at all times and agree to all member rules and regulations upon signing in at the front desk.

Dining + Reservations

  • Yes, always ensure before you confirm a reservation that the person is an active member of CH.

    Sometimes, non-members will call and ask about reservations. Concierge is encouraged to make one if they are interested in membership to give them a chance to try out the House before joining. Always be sure to collect the non-member’s name and email address and send it to the Membership Team.

    Assistants and/or spouses will occasionally reach out on behalf of the member, and usually that will be specified. If you are unsure if the person is a member or not, it is always okay to ask them.

    • Member name

    • Party size

    • Date

    • Preferred time

    • Special occasions

    • Dietary restrictions / preferences

  • If we are unable to accommodate a specified time, please say “Unfortunately, we are booked at 6:45p, but I do have 6:30p and 7:30p available. Will one of those times work for you?”

  • Absolutely! If possible, always ask the member over the phone or via email if the party has any restrictions or allergies. If yes, update the reservation notes to alert the kitchen to potential dish modifications.

  • Yes! Please update the reservation note to specify if the group is celebrating anything in particular, like a birthday or anniversary. Having this information will allow the service staff to do something special for the group. (If there is a birthday in the group, ask for the name of the birthday person so the staff can sing!)

  • Yes, Common House Chattanooga has an elevator that services all member-facing levels of the building, aside from the terrace

  • When a non-member comes in looking for the House restaurant, if there is space available, the Concierge should allow them to dine. Concierge must touch on some important points - Common House is a membership based social club and they are encouraged to come in and enjoy the House to see what we have to offer. Concierge should collect the name and email address of each non-member who comes in, and record it in the NMG Check In Form. Additionally, the manager on duty should be called to the desk to give the non-member a tour and then lead them to their table. If there is not space available in the restaurant or Social Hall, offer to connect them with the Membership Sales Manager to schedule a tour on another day.

  • On the computer:

    1. Open the Square Dashboard

    2. Toggle to Customer Directory

    3. Search the member’s name and select the profile

    4. Scroll to the “Payment on File” section and click “Add”

    5. Type in the credit card information, and ensure the zip code entered is the billing zip code for the card

    6. Click save

    On the iPad:

    1. Open the Square app and login

    2. Toggle to “Menu” then click “Guest”

    3. Search for the member’s name and select “View full profile”

    4. Scroll to the “Payment on File” section and click “Add”

    5. Insert the card into the chip reader, which will populate the card information for you

    6. Ensure the zip code listed is the billing zip code for the card

    7. Click save

  • The Podcast Room is available for members to reserve on their portal (PeopleVine).

    If members would like to reserve the conference rooms, they will need to get in contact with the Private Event Sales Manager.

  • Since the conference rooms are reserved like private event spaces, yes, non-members may reserve them.

Membership

  • Paper keys allow that individual one full day access to Common House. These paper keys are given to members to hand out to their friends and family, used at various promotional events by our Membership Team and given to our hotel partner guests.

  • Yes, we offer day passes. They are $30 each, and are required for each guest in the group. Day passes are charged in Square at the time of arrival, though they can be purchased ahead of time upon request. Concierge can invoice the guest for the day pass ahead of their desired visit date.

    1. Collect the paper key from the guest at the time of arrival, as it is valid for a single use.

    2. Add their name and email address to the NMG Check In Form, and list the member’s name as “Paper Key”.

    3. Create a walk-in in SevenRooms using the Client Profile “Paper Key Guest” and add any relevant details to the reservation notes.

    4. Call over the radio to let the service team know that a paper key guest is headed upstairs and that they will need to collect payment for anything ordered.

    1. Open the PeopleVine control panel

    2. Search the member’s name and select the correct profile

    3. Click “Add a Payment Method.”

    4. Type in the card information and the full billing address; Click save

    5. Go back to the member’s profile, and find their subscription; Click edit

    6. Scroll to the “Payment Information” section; under “Use a payment on file”, choose the new payment method that was just added

    7. Click update subscription

    If the member wants to delete the old card, you must assign the new card to their subscription prior to deleting the old one.

  • Concierge should not process any refunds for membership dues. When someone brings up a discrepancy regarding dues, always get as much information as possible from the member. Email the message to the Membership Sales Manager, who will connect with the member to resolve the issue.

  • No.

    List out full process for Concierge from Austin’s doc

  • For all the information on our reciprocity program, visit this link!

  • Pricing is the only difference - all members have full access to all aspects and benefits of membership.

Programming

  • PV control panel / sell / manage events / select event / sell tickets / select tickets / search for member / charge member

  • Yes, we offer day passes. They are $30 each, and are required for each guest in the group. Day passes are charged in Square at the time of arrival, though they can be purchased ahead of time upon request. Concierge can invoice the guest for the day pass ahead of their desired visit date.Details for the CH team can be found in TripleSeat. Titles of program events in TripleSeat are all prefaced with “PROG:” to easily identify them. Click into the event and open the Banquet Event Order (BEO) to see all details.

    If you need to see what the members see for a program, open the PeopleVine control panel, toggle to the Sell tab, and select “Manage Events”. From there, scroll to the event you’re looking for, click View, and you’ll be able to see the description and guest list of the event.

  • Take a detailed message to send to the Member Experience Manager. Ensure you collect the person’s name and contact information, along with what kind of program they are interested in hosting. If you have a longer conversation with the person, ask why they think the program would benefit CH members, and if there are any specifics they would want the Member Experience Manager to know.

  • Non-members can attend programming events as guests of members typically. There are some events, typically wellness programs, that do not allow guests.

    There are some programs that will be open to the public, or open to the programming partner’s network.

  • Yes, though refunds should only be processed for cancellations that are submitted prior to the listed deadline.

Private Events

    • A/V equipment

      • Included in the space rental fee.

      • We have a screen and projector, a smart TV, a Fender PA system and two microphones, along with the in-house Sonos speaker system that uses Spotify.

      • If they have other specific needs, they will need to discuss those with the Event Sales Manager.

    • All CH tables, chairs, and serving equipment (plates, silver, glassware, etc.) are included in the space fee.

    • CH members do receive a discount on the space rental fee, but the final price should be confirmed by the Event Sales Manager.

    • If the date requested is not available, the Event Sales Manager will tell the client and attempt to move the event to a different date.

    • If a client calls asking about their food or bar choices, take a message and send it to the events team. Concierge should not help a client make choices for food and beverage.

    • If a client calls needing pricing information on spaces, menu, bar, etc. let them know that you do not have access to the cost of things and the Director of Events will answer all questions over email. Connect client + DOE via email as soon as the call ends.

    • Concierge should never quote any costs to an event client.

  • In TripleSeat!

    Please add the inquiry as a Lead in TripleSeat, including any notes or relevant contact information from the call. See the TripleSeat guide for full instructions.

  • TripleSeat / choose the event / click into it / documents / Banquet Event Order

  • Yes! Anyone is able to book a private event, they are not limited to just members.

  • Yes, members get a discount on the space rental fee when booking private events. The discount varies based on several components and may only be offered and quoted by the Private Event Sales Manager.

Hotel Rooms + Reservations

  • 5 standard rooms, 1 ADA room, and 1 suite.

    The suite is reservable online, though it is often booked by wedding parties / couples for the weekend of their wedding. Those reservations will be made by the Private Event Sales Manager.

  • Yes! Non-members may absolutely book hotel rooms at CH. Guests have full access to the club throughout their stay, including programming events.

  • Yes! Members receive 10% off of the room rate when they book directly through our website and use code “1517member”.

  • Members and non-members can both reserve a hotel room from the following places:

    Concierge may also book reservations in person or over the phone directly on Cloudbeds.

  • Make keys, prepare parking pass, put cookies and water in the rooms.

  • Check in on Cloudbeds

    If they did not upload their ID or other documents prior to arrival, collect those

    Give them the key

    Show them to the elevator and offer to give them a tour once they’ve settled in

Troubleshooting

  • TBD - new printer will arrive in Q2

    • Check to see how many profiles they have in PV.

    • Ensure their membership is active and they don’t have any overdue membership charges.

    • Ensure they’re logging into the correct portal.

    • Ensure they’re using the correct email address as their username.

    • You can reset their password for them, send them the password and have them login again.

    • If none of these things fix the issue, reach out to support@commonhouse.com with all details of the issue and all measures taken to attempt to fix the problem.

  • Add the “No Feedback Emails” tag to their SevenRooms profile. This can be done either on the iPad app or on the desktop site.

  • Send an email to support@commonhouse.com with all details provided by the member.

  • Fill out this form with their name and email!

  • Send an email to Dagny Dye, dagny@commonhouse.com, immediately with all details.