Director of Member Experience
3.
7 Dublin, GA Dublin, GA Full-time Full-time From $50,000 a year From $50,000 a year The Dublin Country Club (DCC) is a semi-private country club built to provide and maintain a clubhouse, golf course, swimming pool, tennis courts and any other social or athletic features for the purpose of promoting the intellectual and physical welfare of its 400
member families.
The Director of Member Experience is responsible for ensuring exceptional service and satisfaction for the members at DCC.
This person will oversee and coordinate all aspects of the member experience, including membership sales and retention, event planning, customer service and food & beverage quality.
The Director serves as the primary point of contact for members and works closely with various departments to ensure seamless operations and a high-quality experience for all members.
RESPONSIBILITIES Member Relations:
Develop and maintain positive relationships with club members and understanding their preferences and needs.
Act as the primary point of contact for members, addressing inquiries, resolving issues, and providing personalized service.
Act as a communication liaison, coordinating the development and delivery of all special events and club news correspondence with members, including the newsletter and text messaging.
Conduct regular member surveys and feedback sessions to assess satisfaction levels and identify areas for improvement.
Develop and implement strategies to enhance member engagement and retention.
Membership Sales and Retention:
Collaborate with the staff and Board of Directors to promote membership opportunities and achieve membership sales targets.
Conduct tours and presentations for potential members, highlighting the club's amenities, services, and benefits.
Develop and implement retention strategies to ensure member satisfaction and reduce attrition rates.
Coordinate membership renewal process and communicate with members regarding membership status and benefits.
Dining & Event Planning / Execution:
Plan, organize, and execute various events, such as member socials and special celebrations.
Promote catering opportunities for the club - both on-site & off-site.
Coordinate event logistics, including venue selection, menu planning, entertainment, and decorations (as requested).
Collaborate & plan with the culinary and operations teams to ensure smooth event operations and exceptional member experiences.
Solicit member feedback after events and implement improvements based on feedback received.
Ensure the staff meets all food safety requirements.
Ensure the Club is clean and in good repair at all times.
Monitor financials and budget to ensure profitability and take corrective actions as needed.
Customer Service:
Interview, hire, train and supervise staff members involved in member-facing roles, such as receptionists, servers, life guards and event staff (as needed).
Develop and enforce service standards to ensure consistent delivery of exceptional service.
Handle member complaints or concerns promptly and effectively, striving to exceed member expectations in resolving issues.
Monitor member satisfaction metrics and implement measures to continuously improve service quality.
Collaboration and Coordination:
Collaborate with other department heads to ensure seamless operations and excellent member experiences across all areas of the club.
Coordinate with the Director of Golf (and other amenities) to integrate services and provide a comprehensive member experience.
Maintain effective communication channels with staff, management, and the Board of Directors, sharing relevant member feedback and updates regularly.
Qualifications:
Bachelor's degree in hospitality management, business administration, or a related field (preferred).
Previous experience in a customer service or member relations role, preferably in a country club or luxury hospitality setting.
Strong interpersonal and communication skills to interact effectively with members, staff, and vendors.
Proven ability to manage multiple priorities, work under pressure, and meet deadlines.
Self-starter with excellent organizational and problem-solving skills.
Proficiency in computer systems and software used for member management and event planning.
Flexibility to work evenings, weekends, and holidays as required by the club's operations.
Knowledge of golf, tennis, and other recreational activities commonly found in country clubs is a plus.
Benefits:
Wage commensurate with experience Paid vacation, personal and holiday time Health, dental and life insurance available 401K plan available after 1 year of service CMAA membership and continuing education allowance Job Type:
Full-time Pay:
From $50,000.
00 per year
Benefits:
401(k) Dental insurance Health insurance Life insurance Paid time off Schedule:
8 hour shift Holidays Monday to Friday Weekends as needed Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
7 Dublin, GA Dublin, GA Full-time Full-time From $50,000 a year From $50,000 a year The Dublin Country Club (DCC) is a semi-private country club built to provide and maintain a clubhouse, golf course, swimming pool, tennis courts and any other social or athletic features for the purpose of promoting the intellectual and physical welfare of its 400
member families.
The Director of Member Experience is responsible for ensuring exceptional service and satisfaction for the members at DCC.
This person will oversee and coordinate all aspects of the member experience, including membership sales and retention, event planning, customer service and food & beverage quality.
The Director serves as the primary point of contact for members and works closely with various departments to ensure seamless operations and a high-quality experience for all members.
RESPONSIBILITIES Member Relations:
Develop and maintain positive relationships with club members and understanding their preferences and needs.
Act as the primary point of contact for members, addressing inquiries, resolving issues, and providing personalized service.
Act as a communication liaison, coordinating the development and delivery of all special events and club news correspondence with members, including the newsletter and text messaging.
Conduct regular member surveys and feedback sessions to assess satisfaction levels and identify areas for improvement.
Develop and implement strategies to enhance member engagement and retention.
Membership Sales and Retention:
Collaborate with the staff and Board of Directors to promote membership opportunities and achieve membership sales targets.
Conduct tours and presentations for potential members, highlighting the club's amenities, services, and benefits.
Develop and implement retention strategies to ensure member satisfaction and reduce attrition rates.
Coordinate membership renewal process and communicate with members regarding membership status and benefits.
Dining & Event Planning / Execution:
Plan, organize, and execute various events, such as member socials and special celebrations.
Promote catering opportunities for the club - both on-site & off-site.
Coordinate event logistics, including venue selection, menu planning, entertainment, and decorations (as requested).
Collaborate & plan with the culinary and operations teams to ensure smooth event operations and exceptional member experiences.
Solicit member feedback after events and implement improvements based on feedback received.
Ensure the staff meets all food safety requirements.
Ensure the Club is clean and in good repair at all times.
Monitor financials and budget to ensure profitability and take corrective actions as needed.
Customer Service:
Interview, hire, train and supervise staff members involved in member-facing roles, such as receptionists, servers, life guards and event staff (as needed).
Develop and enforce service standards to ensure consistent delivery of exceptional service.
Handle member complaints or concerns promptly and effectively, striving to exceed member expectations in resolving issues.
Monitor member satisfaction metrics and implement measures to continuously improve service quality.
Collaboration and Coordination:
Collaborate with other department heads to ensure seamless operations and excellent member experiences across all areas of the club.
Coordinate with the Director of Golf (and other amenities) to integrate services and provide a comprehensive member experience.
Maintain effective communication channels with staff, management, and the Board of Directors, sharing relevant member feedback and updates regularly.
Qualifications:
Bachelor's degree in hospitality management, business administration, or a related field (preferred).
Previous experience in a customer service or member relations role, preferably in a country club or luxury hospitality setting.
Strong interpersonal and communication skills to interact effectively with members, staff, and vendors.
Proven ability to manage multiple priorities, work under pressure, and meet deadlines.
Self-starter with excellent organizational and problem-solving skills.
Proficiency in computer systems and software used for member management and event planning.
Flexibility to work evenings, weekends, and holidays as required by the club's operations.
Knowledge of golf, tennis, and other recreational activities commonly found in country clubs is a plus.
Benefits:
Wage commensurate with experience Paid vacation, personal and holiday time Health, dental and life insurance available 401K plan available after 1 year of service CMAA membership and continuing education allowance Job Type:
Full-time Pay:
From $50,000.
00 per year
Benefits:
401(k) Dental insurance Health insurance Life insurance Paid time off Schedule:
8 hour shift Holidays Monday to Friday Weekends as needed Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
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