Job Description
Location:
LKA Westfield Century City Reports To:
Director, LKA Westfield Century City Employment Type:
Part-time 6-month contract, 20 hours per week Schedule:
Wednesday-Sunday 2pm-6pm, and additional hours as needed Compensation:
$25/hr plus commission Role Overview:
The Family Experience Concierge is the primary point of contact for prospective and enrolled families, responsible for delivering a responsive, high-touch experience across phone, email, chat, and social channels. This role manages inquiries through to enrollment and post-class follow-up, resolves questions and concerns with warmth and professionalism, and partners closely with the Director and instructional team to ensure a seamless on-site and ongoing experience. Success is measured by faster response times, higher conversion and re-enrollment rates, improved customer satisfaction, and reduced administrative interruptions for the Director. Key Areas of Responsibility:
Sales & Conversion (50%) Respond to all inbound inquiries by phone, email, or text within 1 hour Qualify leads and confidently guide them to the right program Convert inquiries into bookings through clear and persuasive communication Execute consistent follow-ups on unconverted leads until a decision is made Track pipeline and conversion performance, and actively improve results Support community outreach and partnership initiatives Customer Experience & Communication (20%) Deliver fast, professional, and high-quality communication across all touchpoints Clearly explain pricing, structure, and expectations, including age groups, drop-off, and format Support first-time and high-friction customers with confidence and care Booking Optimization & Revenue Growth (20%) Manage registrations, availability, and class scheduling Maximize class fill rates and optimize capacity Upsell programs, including sessions, camps, and bundles, to increase customer value Drive repeat bookings and promote upcoming programs Operations & Systems (10%) Maintain clean and accurate tracking of leads, bookings, and follow-ups in the CRM Keep systems organized and up to date Share insights on customer trends, objections, and opportunities to improve conversion Qualifications:
Empathetic, solutions-oriented communicator Experience in customer service or family engagement roles Tech-savvy with CRM and communication tools Highly organized with excellent time management skills Passionate about children, education, and wellness Strong written and verbal communication Valid First Aid, CPR/AED, and Food Safety certifications required or ability to obtain before start date Must be able to pass a Criminal Background Check Proficient in Microsoft 365, including Excel (pivot tables) for reporting, monitoring, and tracking. Experience in Montessori or child-focused organizations Culinary background or strong food knowledge Familiarity with Hubspot, or similar platforms 1+ years of experience in luxury hospitality, premium customer service or sales environments, with demonstrated success in delivering a highly-personalized guest experience that converts leads into enrollments Work Environment:
Full-time, 20 hours per week On-site at Little Kitchen Academy Westfield Century City Requires flexibility to work weekdays, evenings, and weekends based on business needs Pay:
From $25.00 per hour Work Location:
In person
