Member Services Manager

Member Services Lead Job Description

The Member Services Lead is responsible for providing, maintaining and promoting hospitality at the highest level at all times. Welcoming and serving members in a courteous, efficient and friendly manner, both face-to-face and on the phone. The main goal of this role is to provide the member and or guest with an experience that will always be remembered and with the highest level of responsiveness. This person will report to the Director of Membership.

Essential Duties and Responsibilities:

• Responsible for creating an atmosphere around the reception area that welcomes people, and pro-actively anticipates the needs of the members and or their guests, so solutions can be offered before being requested.

• Greeting every member or guest that enters the property with courtesy and urgency.

• Have knowledge of all in-house and arriving members and guests.

• Provide personal services of the highest level that may include, but not limited, to restaurant reservation, room check in, direct members and or guests to hostess for dining or event space as requested, etc.

• Answer, record, and process all guest calls, messages, requests, questions, or concerns.

• Ensure every member interaction is professional, personal and a seamless experience.

• Partnering with other departments to ensure a consistent member experience by effectively communication with all staff.

• Familiarization of the Club’s current programming and promotions to provide accurate information to Members.

• Project an approachable and professional image in personal appearance and conduct.

• Maintain a work environment of cleanliness and organization.

• Monitor and ensure booking enquiries and walk ins are managed professional and expediently.

• Efficiently complete tasks and or projects given from direct report.

• Support the management team as needed.

Job Requirements

Required Skills and Abilities:

• Confident communicator with exceptional people skills

• Professional and welcoming personality

• Excellent communication skills, both oral and written, and the ability to handle multiple tasks simultaneously

• Can execute tasks within a timely manner

• Highly motivated and experience individual, who has worked in a similar role

• Strong organizational and follow-up skills

• Accuracy and attention to detail

• Genuine passion and enthusiasm to learn

• Ability to work in a fast moving and dynamic environment

• Proficient in Outlook, Word, Excel and PowerPoint: can work on both MAC and PC

• Impeccable appearance and personal grooming

• Ability to work a flexible schedule including day shifts, evening shifts, holidays, and weekends.

• Proficient in Outlook, Word, Excel and PowerPoint: can work on both MAC and PC

Education and Experience:

• Previous luxury hospitality, retail, or club experience preferred.

• High School Diploma or Equivalent.

Physical Requirements:

• Must be able to work in a standing position and walk for long periods of time.

• Must be able to lift up to 10 pounds at times.

Oxford Commons is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.