Member Services Supervisor (56579)

The Minikahda Club:

Located minutes from downtown Minneapolis, MN, The Minikahda Club was founded in 1898, It is the oldest country club west of the Mississippi and a premier club in the region. The Club experience is focused on providing superior social and recreational experiences based on the values of family, fellowship, integrity, respect, and inclusiveness.

Job Summary:

As the Member Services Supervisor, you will play a crucial role in ensuring the smooth operation of our club's front desk and valet services providing a superior level of service to our members and guests. You supervise and work with a team of 13 that are part of the front desk staff and valet attendants to manage reservations, events, member inquiries and concerns, and contribute to the overall success and reputation of The Minikahda Club.

Essential Duties/Functions:

• Foster a culture of professionalism, excellence, and member satisfaction ensuring exceptional service in every interaction.
• Manage the Card Room reservations. Communicate updates and schedules to all departments and waitstaff, collaborating closely with the events and catering teams to coordinate and secure events hosted in the card room.
• Support the To Go Dining Reservations ensuring accuracy in order taking and deliveries.
• Address and resolve member inquiries, concerns, or special requests promptly and to their satisfaction, including escalating an inquiry for an acceptable and timely resolution with the Security, Engineering and/or the Leadership Team, as needed.
• Conduct regular communication and 1:1’s with staff to provide constructive feedback, coaching, and training the team including updates, changes and details about upcoming events and schedules.
• Participate in single or group interviews when hiring new staff, and decision making in hiring new staff.
• Manager timesheet hours and labor budgets.
• Manage and edit the Member Services “SOP” binder. Communicate SOP updates to the Concierge team, as needed.
• Manage/Create scripts for events and phone usage updates.
• Oversee lost and found area and coat area and assist the valet staff when needed.
• Established clear expectations for appropriate attire at the concierge desk, reinforcing the club's culture and standards for attendance.
• Develop and implement the Concierge teamwork schedules.
• Possess a deep understanding of the club's facilities, services, and amenities to provide recommendations to members and guests.
• Attend weekly BEO meetings.
• Other duties as needed by the business and other leaders.
  
  

Qualifications, Knowledge, Skills and Abilities:

• Proven experience in a front desk or guest services role, with at least 2 years in a supervisory or managerial capacity.
• Ensure safety and security awareness is always maintained among the front desk staff.
• Excellent verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Must have exceptional detail in follow-up.
• Must be professional in appearance and demeanor.
• Must always ensure to be a team player.
• Ability to function well in a high-paced environment.
• Ability to work a flexible schedule that may include weekends and holidays.
• Must have a passion for creating an exceptional experience for all members and guests.
• Must be able to convey information and ideas clearly to staff and Club directors.
• Must display exemplary examples for staff.
• Must have conflict resolution skills that reflect empathy and informal insight of situations.
  
  

Education and Experience:

• Five years of customer service, front desk or guest services including valet; experience in hospitality or private club environment.
• Two-year degree preferred.
  
  

Physical Requirements:

• Must be able to sit for long periods of time, walk, and do stairs.
• Lift up to 20lbs.
  
  

Licenses and Special Requirements:

CPR Training preferred

Club Benefits:

• Health Insurance
• Health Savings Account with employer match
• Vision
• Dental
• PTO accrual
• Company sponsored LTD insurance
• 401k with employer match
• Minneapolis Sick and Safe leave
• Daily Meals
  
  

Pay Rate:

$62,000-$65,000 annually depending on experience.

NOTE: All new hires are subject to background checks including E-verify.