Member Services Manager

Position Summary: The Member Services Manager is responsible for ensuring that members and their guests have a positive experience when interacting with the front office staff and utilizing other assigned member services. This includes but is not limited to the overnight accommodations and service, dock activity, tennis and bocce ball. This position and the areas of responsibilities will be at many times, the members and guests first and last impression of the Club. The Member Services Manager will encounter many unique situations that will require professionalism, knowledge of the Club and creativity. This position is tasked with creating member experiences.

Work Performed:

· Operates telephone system, answers the telephone; transfers calls to proper extensions; takes messages for members and staff; assists with any phone issue around the club.

· Takes member reservations for dining, club events and overnight guest rooms.

· Answers questions and provides information to members and guests.

· Greets members and guests.

· Commitment to recognize and acknowledge members by name.

· Maintains appearance of reception area.

· Administrates and maintains the reservation systems ensuring all information is accurate and timely.

· Is responsible for adding all “Registration Required” member events onto the website, and maintaining those event registrations up until the event takes place.

· Is responsible for the recruiting and on-going training of front office assistants.

· Prepares the monthly work schedule for the front office assistants.

· Is the club liaison with the contract security vendor which includes scheduling and adherence to club policy and procedures.

· Facilitates all hospitality for overnight guest rooms. This includes the room appearance and amenities.

· Actively pursues creative opportunities to enhance member and guest experiences.

· Performs general office work such as word processing, filing & making copies and printing the daily restaurant menus.

· Responsible for the organization and authorized issuance of keys to staff members.

· Is accountable for petty cash procedures and reconciliation. This includes issuing and receiving cash bags from the Field House staff.

· Manages operation of gate on Waverly Drive; main liaison with IT to address functionality issues.

· Orders administrative supplies as required.

· Completes and distributes incident reports as needed.

· Develops and maintains front desk operating procedures manual.

· Works with Executive Assistant to oversee and implement club mailings.

· Works with the Chief Operating Officer to maintain current and effective emergency protocol.

• Completes other appropriate assignments requested by the manager on duty or General Manager.
• Provides administrative support to the Heritage Committee and all subcommittees within that structure.
• Responsible for planning and coordinating three Camp Waverley events in the summer months. Coordinates and assists with Family Campout Event. Responsible for coordinating with head camp counselor for Memorial and Labor Day barbecues.
• Manages Pool Operations: responsible for supervising the Head Lifeguard and his/her number two at the pool. Assists the Head Lifeguard in managing lifeguards and pool staff; assists with hiring. Orders all pool supplies, ensuring all supplies and needs are stocked and taken care of (uniforms, life vests, pool office supplies, etc.)

Reporting Relationship: Food & Beverage Director

Supervises: Front Office Supervisor, Front Office assistants, and Security team. Head Lifeguard and other lifeguards. Works in close coordination with housekeeping personnel.

Minimum Requirements for Position:

· Previous lead experience in customer service.

· Communicates effectively verbally and in writing with English as a primary language.

· College education; minimum Associates Degree.

· Must possess excellent customer service, verbal and written communication skills.

· Ability to produce work free of errors.

· Strong organization skills.

· Self-starter that works well in a team environment.

· Proficient in computer programs including Microsoft applications.

Physical Requirements:

· Ability to lift a minimum of 35 pounds

· Must be able to sit, stand, walk, bend and stoop for long periods of time.

Benefits/Compensation

· $25 - $28 an hour (DOE)

· Medical, dental, and vision insurance

· Participation in Club’s 401(k) plan

· Paid time off

· Holiday pay

· Holiday bonus

· Continuing education (Approved by F&B Director)

· Uniforms

· Meals