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Member Experience Coordinator | The Texas Tech Club

3 months ago

Lubbock, United States AEG Full time
In order to be considered for this role, after clicking "Apply Now" above and being redirected, you must fully complete the application process on the follow-up screen.

Overview

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.

For PT roles: Benefits: 401(k) savings plan and 401(k) matching.

Job expires 9/30/2024

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.
o Name Badges
o 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
o Responding to posts
o Creating copy
o 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.