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Membership Service Representative

2 months ago

Irving, United States Century Golf Full time
Membership Service Representative

Reports to: Membership Experience Management Team, Membership Service Lead Supervisor

Job Summary (Essential Functions) Assist members and guests in all front office-related areas in an efficient, courteous, and professional manner that maintains high standards of service and hospitality. Dedicated to every member receiving immediate, polite, and complete service.

This position can be Part-time or Full-Time.

Job Expectations/Duties
• Greets all Members who enter the Club.
• Always demonstrates a calm and professional manner.
• Handling all Members’ interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible.
• Assisting Members in all inquiries in connection with Club services, hours of operations, in-house events, directions, etc.
• Responds to all Member requests accurately and promptly. Interactions with Members will be in person, on the phone, and via email.
• Gracefully resolves customer complaints from all areas of the Club.
• Fostering relationships to improve the Members’ Experience and strives for Member Name Recognition.
• Interactions with members is strictly professional.
• Reports inappropriate behavior or unusual occurrences to Lead Supervisor and/or Management in accordance with Century policy.
• Assists with the functions of sister departments including fitness and tennis operations
• Works harmoniously and professionally with co-workers and supervisors.
• Leaves personal issues at home.
• Personal cell phone use is kept to a minimum and only for work related topics.
• Follows proper credit, cash, checking and cash-handling policies and procedures.
• Operates front-office equipment.
• Processes mail, packages, and messages.
• Reads and initials the communication log daily; knows of daily activities and meetings taking place in the club.
• Familiar with all safety and emergency procedures and accident prevention policies.
• Assist in inventory of Membership Services supplies and member items.
• Maintains the organization, cleanliness, and neatness of the front desk and lobby areas.
• Performs other appropriate tasks assigned by the Membership Experience Management Team.

Physical Demands of the Work Environment
• Occasional bending, stooping, lifting, and pulling.
• Frequent sitting, walking, and standing.

Dress Code
• All black business casual attire
• Comfortable smart footwear is permitted
• Must wear name tag when clocked in

Standard Operating Procedure

Membership Service Desk’s Operational Hours

Monday - Friday

5:00 AM - 1:00 PM – Opening Shift

10:00 AM - 6:00 PM – Middle Shift

1:00 PM – 9:00 PM – Closing Shift

Saturday - Sunday

6:00 AM - 1:00 PM – Opening Shift

10:00 AM - 6:00 PM – Middle Shift

1:00 PM – 9:00 PM – Closing Shift
• Employees must be willing to work any shift and weekends unless approved otherwise (nights, weekends & holidays).
• Any employee working a shift of five or more hours, must clock out for a 30-minute break per company policy.
• Employees are expected to clock in and clock out on time and work their entire shift unless previous arrangements have been made.
• Overtime must be approved by Lead Supervisor or Member Experience Director. Unauthorized overtime is not allowed.
• All time off/vacation requests must be emailed to the Lead Supervisor and Member Experience Director before the month’s schedule has been made. Schedules are made one month in advance. For example, February 1 would be the last day to submit requests for the month of March.
• Requests made outside this format will not be acknowledged. • If you would like to trade shifts with a team member, once arranged, please let the Lead Supervisor know for final approval so that the schedule and payroll can be updated.
• If you are sick and/or cannot work your shift, contact the Lead Supervisor, Melody, and Kristina via teams and email at least 4 hours prior to shift, so that we can arrange coverage.
• Please note that failure to follow these procedures can result in disciplinary action.