Reports To: Director of Club Operations
Exempt: YES
Subordinates: Up to 15
Education and Experience: Demonstrable success in the same or similar role of at least 2 years. Management, communications and marketing skills are requisite. Proficiency with web sites, social media, and basic design are helpful.
Job OverviewThe Member Services Manager reports to the Director of Club Operations and is an integral part of the service team overseeing the Hospitality experience from arrival through reservations and services, to entertainment and event production.
The Member Services Manager is responsible for the recruitment, training and management of up to 15 seasonal employees. This is a year-round exempt salaried position.
Member Services Managers plan and direct policies and objectives for addressing member needs and inquiries. The determine goals for the membership services department, and then create and implement strategies to achieve high-level standards of atmosphere and service befitting a private club. This role may often be compared to front desk or concierge services.
They cultivate strong member relationships, communicating regularly with members and developing a full understanding of members interests, needs and objectives. They also keep membership records, track data, maintain reservation systems, create and deliver member conveniences, and update member statuses. This position demands a high level of organizational skills, efficiency, management and delegation, and personality.
As a Manager this role proactively identifies opportunities and works together with peers, administrative staff and Directors to effectively plan, resource and execute on key initiatives. It requires a self-starter with the ability to multi-task, work independently in hitting goals and deadlines, and adapt to changing circumstances in a fast-paced environment.
This role requires strong interpersonal written and verbal communication skills, and a fair level of tech-savvy knowledge and application of various systems and platforms used to manage operations and to communicate with members and guests. This position oversees the application of all Club policies and procedures, and will use critical thinking skills with members and internal colleagues, often using discretionary thinking in interpreting policies as needed for specific circumstances. This person shall identify and resolve problems in a timely manner, gather and analyze information skillfully, develop alternative solutions for assessment and/or presentation, and use reason even when dealing with emotional topics and conflict resolution with members or within the peer team.
This role is the primary front-facing point-of-contact for Members and Guests and is on-the-floor during all operating hours. The Member Services Manager is both a people-to-people interaction as it is a systems-to-people one, both in the interest of club culture and satisfaction.
Annual/Seasonal ResponsibilitiesDevelopment of Annual Operating and Labor Budgets
Development of Recruiting and Training Plan and Materials
Daily Operations ResponsibilitiesMember and Guest Welcome and Check-In
Ski Pass Production
Locker Management
Ski Valet Execution
Skier Lift Scanning
Member Communications Response via email and phone
Dining Room Lights and Sound Management
Load-In and Sound Production for Entertainment
Scheduling and Payroll
Systems UsedClubessential
Member Profiles/Management
Point-of-Sale
Reservations
Trask RFID (for skier scanning, compliance and data tracking)
1Risk (for Member, Guest and Employee Waivers)
Physical DemandsMust be able to reach, bend, stoop, stand and lift.
Often requires moving furniture, sound equipment, and other items up to 40-70lbs.
Must be able to stand for most of the operating day.
Must be able to sit for prolonged periods of time.
Ability to use hands and fingers to operate standard computer keyboard, mouse, touch screens, printer, and copies and speak and hear using a telephone.
Moderate noise level in environment.