Member Services Supervisor
1 month ago
Description
Spring Place, where creative individuals from diverse backgrounds come together to connect, collaborate, and grow. We're not a house for creativity. We're a home for creatives.
Our Properties
Spring Place currently operates across two different properties in New York City and Los Angeles:
- Spring Place New York is a cultural haven in the heart of Tribeca. Home of New York Fashion Week, Independent Art Fair and Tribeca Film Festival, the flow of events seem to never end. Our curated space, with our private Membership Club, is home to a vibrant community who share a passion for creativity, connection and culture.
- Spring Place Beverly Hills is a unique destination where creativity thrives. Nestled between the Peninsula and Waldorf Astoria hotels, our architectural masterpiece offers a private Membership Club made up of individuals from diverse backgrounds who share a passion for pushing the boundaries of creativity and success.
The Role
The role of Member Services Supervisor at Spring Place New York is to support the administrative functions of the Member Services (MSA) department and supports management of operations while offering a top-tier level of Hospitality. The MSA Supervisor will help guide the MSA team, coordinating scheduling and MSA services to best support Spring Place. The MSA Supervisor is the main point of contact between Membership, Events, Programming and Housekeeping departments. The MSA Supervisor will support leadership with all tasks, ensuring that all operational components maintain a positive, upscale, and consistent experience for all members and visitors.
The role requires someone who is ready to:
- Oversee and guide efforts of the MSA team
- Train and orient all new hires on the MSA team
- Ascertain in departmental training needs to further develop, maintain, and update departmental SOPs, ensuring they are being always followed
- Step in for MSAs as needed which can include opening/closing checklists, closing the club, opening the club, weekend shifts and/or holidays
- Be the bridge for the MSAs to other departments including Food and Beverage, Membership, Events, Programming and Housekeeping
- Develop and manage the MSA department schedules, ensuring proper coverage
- Oversee and ensure MSAs are taking appropriate scheduled breaks as needed
- Maintain MSA inventory
- Conduct daily floor and conference room walkthroughs to ensure operational and design standards are met, and that all meeting rooms are fully equipped and functional
- Maintenance of Spring Place member base (updating NEXUDUS profiles)
- Properly maintains the daily log, by tracking completed tasks, tracking issued keys, issued lockers, and reviewing the communications log on a routine basis
- Accommodates guest’s needs by scheduling, confirming, and changing reservations for conference accurately and timely; enforces cancellation policies and follows up on collections
- Provide up-to-date information on all Spring Place services and products, promote offerings to maximize revenue, and gather guest feedback
- Converse with Members, Guests and potential Members regarding Spring Place events, various programs, and amenities offered
- Promptly and courteously address or escalate all member requests, concerns, complaints, and suggestions to management, ensuring exceptional guest services at all times
- Manage and support electronic devices
- Perform daily Wi-Fi checks to ensure connectivity and functionality
- Provide support for various projects and perform related tasks as assigned
Member Communications
- Update and maintain frequently used flyer templates for display on Videri screens and throughout member spaces (e.g., restaurant hours, closures, or relocations).
- Oversee content being displayed on Videri screens
- Support ticket allocation for member events
- Generate QR codes using and add them to assets as needed
We are seeking candidates who bring:
- 2+ years of previous front desk or customer experience
- High level of responsibility and professionalism
- Excellent communication skills, written and verbal
- Ability to collaborate effectively with team members and delegate tasks as needed
- Excellent guest/client service skills
- Nexudus knowledge is a plus
- Ability to work a flexible schedule including weekends, evenings, and holidays as needed
- Strong critical thinking and attention to detail; ability to understand and anticipate guest needs; remain calm under pressure; resolve issues effectively; and demonstrate exceptional supervisory skills
- Ability to successfully re-prioritize tasks in a moment's notice
- Prior experience engaging with communities or liaising with high-value customers, particularly in the hospitality, high-end fashion, or luxury sectors
- Experience supervising and developing staff, with strong attention to detail, a polished presentation, and a natural ability to build relationships
- Experience handling celebrities and high-profile events is a plus
- Ability to work efficiently under time constraints and meet deadlines
- Computer literacy, including in Microsoft Office Suite and Google Suite
The anticipated salary for this position is $23.00-$25.00 an hour.
Please note this job description is intended to convey information essential to understanding the scope of the job and the general nature, level, and expectation of the work to be performed. It is not designed to cover a complete list of qualifications, skills, efforts, duties, responsibilities, or activities associated with this position, as they may change at any time, with or without notice.
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