Member Service Manager
1 month ago
The Olympic Club , a private member athletic and country club in San Francisco, seeks a
Member Service Manager
for our City Clubhouse. At The Olympic Club, our members enjoy 2 campuses, 19 sports, world-renowned golf courses, exceptional social and athletic programs as well as 18 hotel rooms and 5 Food & Beverage outlets. Our City Clubhouse is located one block from Union Square and within easy walking distance of the Powell Street BART station. Our Lakeside Clubhouse sits next to the ocean on the border of San Francisco and Daly City.
Position Overview:
The Member Service Manager is a high-profile service position whose primary responsibilities are to oversee evening operations in a 246,000 square foot clubhouse which includes eighteen hotel rooms, three food and beverage outlets, two pools, two gymnasiums and extensive athletic space. This position is a hands-on, "roll up your sleeves", roving management position designed for incumbents who enjoy a busy, operations-based role in a team environment.
Duties include but are not limitedto the following: Manage on duty responsibilities, daily oversight, inspections, training, and management of staff departments which includes Front Desk Attendants, Porters/Housepersons, Room and Laundry Attendants to ensure cleanliness and maintenance standards are always maintained and rooms are properly set up for events. This position requires
performing regular audits of the women's locker room
to ensure cleanliness and safety. To ensure member service standards are met and employee concerns are addressed, resolved, or communicated to the appropriate Department Head for follow-up and resolution. This position must comply with all federal, state, and local laws, club policies and procedures, house rules and union contracts.
The manager on duty responsibilities consists of assisting other departments and members/guest with inquiries such as requests, complaints, and emergencies.
Assist members and guests with requests. Field concerns from members and reach a resolution, complete incident reports regarding safety and security, including lost/found, accidents, medical incidents/emergencies and 911 calls. Assist in other Clubhouse operations management capacities on weekends, during vacation/sick/time off and when additional management assistance is needed based on business.
Assist with training, and supervise to ensure standards are met for all staff on various duties and responsibilities, inspect all areas of the club on a rotating basis throughout shifts, conduct inventory, order, and maintain proper par for supplies, assist in scheduling, time off requests, bids, etc. Coordinate work orders with Engineering Departments, confirm requests, and make sure work orders are completed.
This position requires regular, ongoing communication, coordination and collaboration with the Clubhouse management team and staff including status updates on assignments, projects, and progress towards established goals/objectives.
Additional duties and responsibilities as assigned by Club management.
Qualifications Required:
Associate's degree, Bachelor's degree or foreign equivalent in hospitality management or related field and /or previous experience in private clubs, hotels, restaurants or related industry. This position is a mid-level management position.
Fluent English oral and written communication skills, including report writing and incident documentation. Additional language skills desired, but not required.
Solid computer skills in MS Office, internet, Outlook, and POS systems (NorthStar)
3 years of experience supervising or managing housekeeping or environmental services.
Extensive knowledge of housekeeping standards and environmental services.
Schedule required Wednesday to Sunday 2-11 pm, Must be able to work evenings and weekends, as well as mornings, and holidays as requested.
Qualifications Desired:
Previous supervisory/management experience in a hospitality environment.
Union experience preferred.
Works well with a diverse group of employees.
Succeeds as a role model for professional behavior and meeting Club standards including strong problem-solving skills, solid decision making and good judgement.
Willingness to learn, able to apply what is taught, improve upon it and teach others.
Self-motivated, takes initiative in finding and presenting solutions. Team Player. 360-degree communicator. Strong organizational skills.
Oral and/or written communication skills in Spanish or Tagalog desired.
Success factors/Job Competencies:Learning- Willingness to take instruction, apply it and train others.Role Model - Models acceptable behavior, standards, and expectations for staff in member service and accountabilityOrganization- Able to organize, take notes and prioritize duties and responsibilities.Judgment/Decision Making - Solid, logical, well thought out decision making and judgment.Team Player - Works well with others including those with divergent viewpoints.Commitment to Club values
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