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Senior Manager of Member Services

2 months ago

Wilmington, Vermont, United States The Hermitage Club at Haystack Mountain Full time
Job Description

Job Title: Senior Manager of Member Services

Reports To: Director of Club Operations

Exempt: YES

Subordinates: Up to 15

Education and Experience: Demonstrable success in the same or similar role of at least 2 years. Management, communications, and marketing skills are requisite. Proficiency with websites, social media, and basic design are helpful.

Job Overview

The Senior Manager of Member Services reports to the Director of Club Operations and is an integral part of the service team overseeing the Hospitality experience from arrival through reservations and services, to entertainment and event production.

Responsibilities

  1. Recruit, train, and manage up to 15 seasonal employees.
  2. Plan and direct policies and objectives for addressing member needs and inquiries.
  3. Determine goals for the membership services department, and then create and implement strategies to achieve high-level standards of atmosphere and service befitting a private club.
  4. Cultivate strong member relationships, communicating regularly with members and developing a full understanding of members' interests, needs, and objectives.
  5. Keep membership records, track data, maintain reservation systems, create and deliver member conveniences, and update member statuses.
  6. Proactively identify opportunities and work together with peers, administrative staff, and Directors to effectively plan, resource, and execute on key initiatives.
  7. Use strong interpersonal, written, and verbal communication skills, and a fair level of tech-savvy knowledge and application of various systems and platforms used to manage operations and to communicate with members and guests.
  8. Oversee the application of all Club policies and procedures, and use critical thinking skills with members and internal colleagues, often using discretionary thinking in interpreting policies as needed for specific circumstances.
  9. Identify and resolve problems in a timely manner, gather and analyze information skillfully, develop alternative solutions for assessment and/or presentation, and use reason even when dealing with emotional topics and conflict resolution with members or within the peer team.

Annual/Seasonal Responsibilities:

  1. Development of Annual Operating and Labor Budgets
  2. Development of Recruiting and Training Plan and Materials
  3. Daily Operations Responsibilities:
    1. Member and Guest Welcome and Check-In
    2. Ski Pass Production
    3. Locker Management
    4. Ski Valet Execution
    5. Skier Lift Scanning
    6. Member Communications Response via email and phone
    7. Dining Room Lights and Sound Management
    8. Load-In and Sound Production for Entertainment
    9. Scheduling and Payroll

Systems Used:

  1. Clubessential
  2. Member Profiles/Management
  3. Point-of-Sale
  4. Reservations
  5. Trask RFID (for skier scanning, compliance, and data tracking)
  6. 1Risk (for Member, Guest, and Employee Waivers)

Physical Demands:

  1. Must be able to reach, bend, stoop, stand, and lift.
  2. Often requires moving furniture, sound equipment, and other items up to 40-70lbs.
  3. Must be able to stand for most of the operating day.
  4. Must be able to sit for prolonged periods of time.
  5. Ability to use hands and fingers to operate standard computer keyboard, mouse, touch screens, printer, and copies and speak and hear using a telephone.
  6. Moderate noise level in environment.