Overview
The Member Services Manager will work closely with the Director of Club Services to oversee the Member Services staff and front services operations team, ensuring maximum operating efficiency. Managing and problem-solving member and associate issues while always remaining professional, resulting in high levels of member satisfaction and team development.

Responsibilities
● Maintains standards of hospitality and a consistent member and guest experience and ability to execute all Club’s facility standards and guidelines
● Exhibiting hospitality while striving to exceed member expectations
● Resolves difficult or unusual problems arising with members and guests, while maintaining good member relationships, demonstrating outstanding hospitality through the corrective action taken
● Maintain a highly motivated staff while developing training through processes and procedures
● Recruit and schedule the Member Services Agents based on Club needs
● Communicate and interact closely with Housekeeping, to ensure rooms are available for sale
● Partner with Facilities team to ensure guest room and all public areas are at peak operating levels
● Maintain close communication with other internal departments to fulfill and address any issues or needs requested by members and other associates
● Log all member and guest requests to ensure they are met within the prescribed time limits
● Inspect and tour all public areas several times daily
● Monitor member and guest’s complaints accordingly and take corrective action when necessary
● Monitor all Front Office inventories to ensure adequate supplies are always available and purchases are in line with the budget
● Always being positive, showing enthusiasm, being humble, being thankful, and being respectful to all team members
● Maintain confidentiality of all members and Club information
● Performs all other duties as directed by immediate supervisors

Qualifications
● Front Office/Front Services supervisory experience required
● Candidate must have proven leadership skills and must be able to delegate, effectively train, develop, and motivate staff
● Ability to teach employees the importance of, and how to interact with members and guests and courteously solve internal requests
● Prior experience managing schedules, payroll, service recovery, and associate relations matters required
● Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management, and co-workers, both in person and by telephone
● Ability to work well under pressure, managing quick turns and high occupancies
● Strong organizational skills with the ability to multi-task and provide guest follow up in a fast-paced environment
● Ability to lift 20-25 pounds intermittently, and occasionally 50 pounds and to frequently reach overhead, bend and kneel
● Ability to stand/walk for extended periods of time, including entire shift
● Four-year college degree, preferably in the hospitality industry
● Knowledge of Property Management Systems and related hospitality software programs
● Strong knowledge of Microsoft Office Software
● Punctuality and regular and reliable attendance
● Must be dependable and available to work within the club on weekends, nights and/or holidays based on business demands

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift
• Night shift

Weekly day range:

• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Philadelphia, PA 19103: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

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