The Member Experience Coordinator will play an integral part on the Member Experience Team supporting project work and goals. Creating remarkable experiences for our Club Members before, during, and after every visit. What we prioritize as Warm Welcome, Magic Moments, and Fond Farewells.
Communications - Communicate ClubLife through all channels, and take care of member's needs as it relates to reservations, inquiries, preferences, etc.
Programming - Speak to members on various topics and promote Member events, gatherings, facilities, services, and experiences
Member Engagement -Relationship and rapport building with members and guests. Responsible for key ClubLife project work, i.e., execution of Birthday campaigns, reservations follow-up, invitation to signature events etc.
New Member Onboarding - Key focus on name recognition and connection with Welcoming New Members to the Club
Day to Day:
Coordinate and distribute emails to Members meeting the Club's communication standards
Populate event calendar and create event registration confirmations
Set up for Member check in i.e.
Event set up of decor or warm welcomes
Thank you cards to speakers
Photos of event
New Member welcome calls | 'warm welcome' | invitation to New Member Orientation
Responding to posts
Verifying event calendar accurate on Facebook page
Members First updates to events and registration
Update in Club marketing i.e., Posters, table tents, enplug, etc.
Support ARMI calls or data entry in Tableau
Support in completion of New Member data entry and follow-up
Running Member Birthday/Anniversary list for engagement
Support in processing Resignations and follow up
Define Magic Moments and execute within the Club
Write personalized postcards to invite members to events
Work with department heads to identify, complete, and implement one unified annual Club calendar of Member events
Function as the Club representative on various Member committees
All the other stuff we do:
Adhere to all company, club and department standards of operations, policies, and procedures whether written or verbal
Conduct ourselves professionally and respectfully
Attend daily line-up and participate as requested
Take pride in our appearance by arriving to work in a clean and neat uniform and properly groomed according to Club standards
We are open, flexible, and adaptable to take care of our Members and Guest changing needs
Understand service recovery procedures for Member/Guests
Notify GM and/or department head(s) of Member/Guest complaints. Rectify by using service recovery procedures as soon as possible
We are ready to assume different responsibilities as needed and requested as an essential part of our jobs
Minimum of one-year experience in hospitality business or a similar role
Service-oriented mindset making every guest feel valued
Strong communication skills verbal, written, phone, text, and social media communications
Work well under pressure, coordinating multiple tasks at any given time
Strong organizational skills and attention to detail
Positive phone demeanor
Advanced working with Microsoft Office Suite, including Word, Outlook, and Excel
Positive attitude and be willing to work as part of a team
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Job ID: 208006-2891
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