Job Summary:

Manage the Membership Services team and ensure that internal and external communication activities are performed at a five star service standard. On a day to day basis ensure that the team operates consistently at a high level, engaging Members that results in excellent member satisfaction.

Job Duties and Responsibilities:

• To manage all the activities of the Member Services Desks at both Clubhouses and support office.
• To closely observe and monitor all aspects of daily operations to ensure accuracy and efficiency and develop ideas for innovation and improvement.
• To be responsible for managing, supervising, training, and developing all individuals within the Member Services Team to ensure professional and personalized services.
• To be familiar with all Club programs, events and activities, and communicate them effectively to Members, and ensure all levels of staff are briefed effectively.
• To respond to general enquiries, either face-to-face, over the phone or via email or the website, and assist with efficient and effective information, bookings and reservations. Ensure appropriate processes are in place for effective follow-up. Review processes where applicable.
• To maintain good team spirit by exercising visible management and lead by example philosophy of work, conduct and personal development to maintain service standards.
• To directly assist Members where a request is beyond the authority of Member Services Team.
• To trouble shoot all matters involving Member contact with staff and respond to Member requests or complaints promptly.
• To follow up with the Member on what action and resolution has been taken.
• To notify management of relevant feedback/requests/concerns.
• To oversee the Member Services Team in arranging private dining, functions and events.
• To liaise with all relevant departments and staff in accordance with Member’s requirements and needs to ensure Member satisfaction. To become familiar and develop proficiency in all areas to find efficiencies and improve productivity.
• To utilize, research and recommend how the latest technology, business and information systems can improve the function of Member Services.
• To relieve other Member Services personnel and assume their duties anytime as required.
• To take appropriate counseling and disciplinary action towards staff when required.
• To ensure work in all areas is carried out in compliance with the Department’s goals and objectives, house rules, employee handbook and particularly code of conduct.
• To prepare the Member Services Team annual budget including capital expenditure and ensure all expenditure is in line with the budget by regular review and close monitoring.
• To schedule regular maintenance checks on all equipment, ensure licenses and computer software updates etc.
• Manage internal communications via the internal Daily Activity Sheet, ensure the template is up to date and that the team are circulating updated information in timely fashion.
• Manage the Club’s Lost Property program for the Club ensuring that the best procedure is in place.
• Oversee and manage reciprocal guest, heritage guest and overseas visitor programs. 

Job Requirements:

Education & Experience

• University/College Graduate, Degree in business or hospitality management preferable.
• A minimum of 5 years’ experience at managerial level within a private club, member association or hospitality industry and working experience in food and beverage and other operations.
• Available to work on shifts including weekends and public holidays.
• 10 hours per day, 5 days a week including weekends, Public Holidays and Club Events.

Skills & Personalities

• Excellent spoken and written English. Strong communication skills and the ability to communicate effectively with all levels.
• Good leadership, supervisory and training skills. The ability to maintain good team spirit by exercising visible management and leading by example to maintain service standards.
• A good understanding of IT and how the use of technology can revolutionize the customer services industry.
• A self-starter who is confident and reliable and able to work independently and as part of a team.
• Must have optimistic and charismatic personality to work under pressure and flexible to respond to changes comfortably.
• Pleasant, good sense of humour, people and service oriented.
• Good judgment and common sense for making timely decisions.

Working Location:Central & Tai Tam