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Club Experience Manager

2 months ago

Austin, Texas, United States Discovery Land Company Full time
About the Role

We are seeking a highly skilled and experienced Member Services Manager to join our team at Driftwood Downtown, a private city club operated by Discovery Land Company. As a key member of our team, you will be responsible for delivering exceptional member and guest experiences, while maintaining the highest standards of service and quality.

Key Responsibilities
  • Develop and implement strategies for concierge and member services, entertainment aspects, and programs to enhance the overall club experience.
  • Provide exceptional service and communication to members, guests, and team members, ensuring a seamless and personalized experience.
  • Lead club communications through various mediums, including personal relationships, email, and club apps.
  • Ensure proper coverage and maintain budgetary consciousness, while creating a seamless service experience.
  • Create and oversee daily operating procedures for the department, including reports and files related to departmental activities.
  • Use strategy to minimize unnecessary purchases and expenses, monitor FTEs and labor, and adjust as necessary based on business demands.
  • Coordinate transportation needs, reservations, and activities for members, guests, and prospects, and create itineraries for visitors.
  • Plan and execute all Driftwood Downtown events, including initial and follow-up meetings, reservations, BEOs, rental logistics, setup, operation, and breakdown.
  • Central resource for all club and local activities, including creating and regularly updating member profiles and preferences.
  • Manage the social media presence in accordance with the standards set by Driftwood and Discovery Land Company marketing.
  • Oversee retail sales, inventory, stocking, and selling in tandem with the Driftwood retail buyer.
  • Coordinate with or assist other departments as needed.
Qualifications
  • High school diploma or equivalent; college degree in hospitality, communications/marketing, or public relations preferred.
  • At least 2 years of prior hospitality experience, customer service, and telephone experience.
  • Prior experience and proven success in a leadership role in the hospitality or service industry is strongly preferred.
  • Experience in managing direct reports in accordance with a common goal, achieving both service results and budgetary alignment.
  • Experience and knowledge to operate computer and club communication platforms, including TEI, Jonas, Club Essentials, Pacesetter, and Adobe InDesign.
Additional Requirements
  • Positive attitude, professional demeanor, and exceptional communication and interpersonal skills to deliver service to members, guests, and team members.
  • Ability to work flexible work hours/schedule, including evenings, weekends, and holidays, and long hours may be required due to business demands.
  • Ability to work in a team environment and stay calm and focused during the busiest of times.
  • Ability to read, write, speak, and understand English; additional languages preferred.
  • Ability to meet the physical demands of the position, including working indoors and outdoors in all weather conditions, standing, walking, and moving for periods of greater than eight (8) hours, and lifting and carrying items sometimes greater than fifty (50) pounds.
Benefits
  • Competitive Pay or Wage Range
  • Medical, Dental, and Vision Benefits
  • 401k Contribution
  • Paid Time Off and Paid Holidays
  • Employee Meals, Referral Incentives, and Recognition Programs
  • Holiday Pay
  • Professional development and upward mobility opportunities
  • Work-Family Culture