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Member Experience Coordinator | The Texas Tech Club

1 month ago

Lubbock, United States Oak View Group Full time
Oak View Group

Oak View Group is the global leader in venue development, management, and premium hospitality services for the live event industry. Offering an unmatched, 360-degree solution set for a collection of world-class owned venues and a client roster that includes the most influential, highest attended arenas, convention centers, music festivals, performing arts centers, and cultural institutions on the planet.

Position Summary

The Member Experience Coordinator will play an integral part on the Member Experience Team supporting project work and goals. Creating remarkable experiences for our Club Members before, during and after every visit. What we prioritize as Warm Welcome, Magic Moments and Fond Farewells.

  • Communications - Communicate ClubLife through all channels, and take care of member’s needs as it relates to reservations, inquiries, preferences, etc.
  • Programming - Speak to members on various topics and promote Member events, gatherings, facilities, services, and experiences.
  • Member Engagement - Relationship and report building with members and guests. Responsible for key ClubLife project work, i.e., execution of Birthday campaigns, reservations follow-up, invitation to signature events etc.
  • New Member Onboarding - Key focus on name recognition and connection with Welcoming New Members to the Club.

Reports Directly To: Director of Member Experience, Director of Membership Sales, and General Manager

This role will pay an hourly wage of $12 to $15.

Benefits for PT roles: 401(k) savings plan and 401(k) matching. Also, OVG provides part-time, seasonal, and internship employees with one hour of accrued paid leave per 30 hours worked, up to 48 hours per year.

This position will remain open until Sept 30, 2024

Responsibilities

Day to Day:• Coordinate and distribute emails to Members meeting the club's communication standards• Populate event calendar and create event registration confirmations.• Set up for Member check in i.e. Name Badges, Welcome Signs• Event set up of décor or warm welcomes.• Thank you cards to speakers.• Photos of event.• New Member welcome calls | ‘warm welcome’ | invitation to New Member Orientation• Social Media ,Responding to posts Creating copy Verifying event calendar accurate on Facebook page• Members First updates to events and registration.• Update in Club marketing i.e., Posters, table tents, enplug etc.• Support ARMI calls or data entry in Tableau.• Support in completion of New Member data entry and follow-up.• Running Member Birthday/Anniversary list for engagement.• Support in processing Resignations and follow up.

• Define Magic Moments and execute within the Club.• Write personalized postcards to invite members to events.• Work with department heads to identify, complete and implement one unified annual Club calendar of Member events.• Function as the Club representative on various Member committees.

All the other stuff we do:• Adhere to all company, club and department standards of operations, policies, and procedures whether written or verbal.• Conduct ourselves professionally and respectfully.• Work safely.• Attend daily line-up and participate as requested.• Take pride in our appearance by arriving to work in a clean and neat uniform and properly groomed according to Club standards.• We are open, flexible, and adaptable to take care of our Members and Guest changing needs.• Understand service recovery procedures for Member/Guests.• Notify GM and/or department head(s) of Member/Guest complaints. Rectify by using service recovery procedures as soon as possible.• We are ready to assume different responsibilities as needed and requested as an essential part of our jobs.

Qualifications

About you:• Minimum of one-year experience in hospitality business or a similar role• Service oriented mindset making every guest feel valued• Strong communication skills verbal, written, phone, text, and social media communications.• Work well under pressure, coordinating multiple tasks at any given time.• Strong organizational skills and attention to detail.• Positive phone demeanor.• Advanced working with Microsoft Office suite, including Word, Outlook, and Excel• Positive attitude and be willing to work as part of a team.

Physical Requirements:Standing, walking, exposure to temperature changes, dust, fumes, or gases, climbing/ladders, squatting/kneeling, reaching, grasping, pushing/pulling, twisting/bending, lifting /carrying, pushing/pulling up to 100 lbs. on occasion, folding/unfolding, talking, hearing, and seeing.

Primary tools/equipment used in this position and approximate weight: Computer, Telephone

Attendance Requirements for this position: Attendance Requirements for this position as outlined on the weekly schedule. Additional hours are required to meet deadlines of the position, including weekends and/or holidays.

Strengthened by our Differences. United to Make a Difference

At OVG, we understand that to continue positively disrupting the sports and live entertainment industry, we need a diverse team to help us do it. We also believe that inclusivity drives innovation, strengthens our people, improves our service, and raises our excellence. Our success is rooted in creating environments that reflect and celebrate the diverse communities in which we operate and serve, and this is the reason we are committed to amplifying voices from all different backgrounds.

Equal Opportunity Employer

Oak View Group is committed to equal employment opportunity. We will not discriminate against employees or applicants for employment on any legally recognized basis (“protected class”) including, but not limited to veteran status, uniform service member status, race, color, religion, sex, national origin, age, physical or mental disability, genetic information or any other protected class under federal, state, or local law.