Member Services Associate

4 months ago

Cockeysville, United States The Padonia Corporation Full time
Job DescriptionJob Description

Member Services Associate

Full-Time/Non-Exempt/Seasonal

Reports To: Club Services Manager

Job Summary:

The Member Services Associate is a multi-faceted position that will be responsible for Member & Guest Check In, Membership & Office Administration, Park Entrance Operations, Food & Beverage Service, and Events.

Responsibilities:

Front Entrance – Member & Guest Check In

  • Accurately and efficiently check-in members and their guests while exuding and maintaining the highest level of "friendly but firm" customer service;
  • Safely screen members and guests using the latest COVID protocols;
  • Maintain knowledge of all Company information, policies, and procedures;
  • Enforce all PADONIA policies and standards on a daily basis for safety and order;
  • Address all comments and concerns and resolve all member & guest issues in a calm and professional manner;
  • Maintain positive interaction with all members, guests, and fellow staff; and,
  • Perform all other duties as assigned by Club leadership.

Front Desk – Membership & Office Administration

  • Perform administrative duties including answering phone lines and handling customer inquiries;
  • Create and maintain member accounts via membership database ensuring timely and effective communications;
  • Evaluate all client concerns and perform any necessary tasks to improve client satisfaction;
  • Maintain knowledge of all Company information, policies, and procedures;
  • Enforce all PADONIA policies and standards on a daily basis for safety and order;
  • Address all comments and concerns and resolve all member & guest issues in a calm and professional manner;
  • Maintain positive interaction with all members, guests, and fellow staff;
  • Perform all other duties as assigned by Club leadership.

Gatehouse – Park Entrance Operations

  • Assist with phones and assigned administrative work;
  • Provide additional office support such as, document management, data entry, word processing, etc.;
  • As first point of contact, address members and guests in a friendly manner;
  • Direct traffic and relay pertinent information to the appropriate departments;
  • Safely screen employees, vendors, and visitors using the latest COVID protocols;
  • Maintain knowledge of all Company information, policies, and procedures;
  • Enforce all PADONIA policies and standards on a daily basis for safety and order;
  • Address all comments and concerns and resolve all member & guest issues in a calm and professional manner;
  • Maintain positive interaction with all members, guests and fellow staff; and,
  • Perform all other duties as assigned by Club leadership.

Food & Beverage Service – The Grille & Windy Valley Farms

  • Greet customers in an enthusiastic and professional manner;
  • Possess detailed knowledge of menus, recipes, and ingredients;
  • Accurately take and enter orders into POS system;
  • Follow recipes to craft ice cream cups, cones, milkshakes, confections, and more;
  • Handle cash, credit card, and member account transactions;
  • Maintain knowledge of all Club information, policies, and procedures;
  • Enforce all PADONIA policies and standards on a daily basis for safety and order;
  • Keep all surroundings pristine and organized;
  • Perform all assigned duties including, but not limited to, stocking and cleaning;
  • Count money in cash drawers at the beginning and end of shifts to ensure that amounts are correct;
  • Listen and resolve customer issues and notify a manager if needed; and,
  • Answer customer questions, guide them, and provide relevant information about PADONIA.

General

  • Support Events in a variety of roles;
  • May perform administrative tasks for and assist other departments as needed;
  • Assist management with member/guest rule enforcement, as needed;
  • Assist with transporting members and guests via shuttle and directing traffic, as needed;
  • Follow all safety and health guidelines as outlined by the company; and,
  • All other duties as assigned or required.

Qualifications:

  • Must be at least 18 years of age;
  • High School Diploma or equivalent;
  • Previous administrative and/or customer service experience; and,
  • Submit to pre-placement background check with favorable results;


Skills

  • Eager to learn and understand the organization and services provided;
  • Computer literacy; working knowledge of all Microsoft applications; and ability to learn various software programs to efficiently carry out day-to-day operations;
  • Excellent written, verbal, and interpersonal communication skills;
  • Excellent math skills;
  • A self-starter with the ability to anticipate issues and proactively problem solve;
  • Accountable;
  • Ability to remain focused and diligent, adhering to and enforcing company policies and procedures while ensuring member and guest satisfaction;
  • Detail oriented;
  • Team player with commitment to reaching common goals;
  • Fun-loving, energetic, motivated, and organized;
  • Efficiently complete tasks, accurately and timely;
  • Proven experience with multi-tasking and working with multiple people, priorities, and timelines;
  • Demonstrated flexibility and professionalism (including image) in an environment where change is constant;
  • Enthusiastic and positive attitude, strong work ethic, demonstrated desire to provide excellent customer service with strong follow through;
  • Must be willing to take direction from managers and supervisors; and,
  • Ability to pass background check.

Environmental Conditions and Physical Expectations:

  • Must stand, walk, bend, crouch, kneel, reach, and climb continuously;
  • Ascend/descend stairs and ladders;
  • Lift, move, push, and carry 50lbs frequently;
  • Work with tools and equipment;
  • Must be able to work in both indoors and at outdoor venues that include a variety of weather conditions including hot or cold temperatures; and,
  • Ability to work weekdays, evenings, weekends, and holidays as required.

Certain tasks may be performed that will involve exposure to confidential and sensitive information; Member Services Associates must understand the importance of maintaining the confidentiality of sensitive information;


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