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Member Relations in CA-Indian Wells-Indian Wells Country Club at Clubcorp

Date Posted: 11/30/2018

Job Snapshot

Job Description

Job Summary

Member Relations - (187379 )

Description

Member Relations Coordinator

The Member Relations Coordinator is primarily responsible for Member Retention through increasing Member participation at the Club via communications and the “Member Connect” at the Club. The Member Relations Coordinator fosters relationships and is instrumental in driving the Member Connect process – both Member/Member and Member/Employee Partner. He/she champions the New Member Connect system/process to help the new Members develop relationships, experience personalized service, cultivate Member recognition, join Clubs within the Club, committees, and participate in events that enriches their lives. This position works directly with the General Manager, department heads and Club staff in ensuring timely and appropriate communication utilizing tools that assist in the delivery of the benefits and services promised at the time of enrollment.



Responsibilities

  • 1. Partner with Membership Director on New Member Orientations, New Member “Welcome” Mixers, “Right Start” and 'New Member Connect' process designed to acclimate and connect new Members within the first year. Manage the Member Connect process at staff meetings and ensure proper execution by applicable department heads. Specific areas of responsibility for MRC include, but are not limited to, Department Head review, New Member onboarding/orientation, Welcome Committee call/letter, New Member mixer, spend review and facilitation of one year anniversary letter/call.

    2. Work with department heads to identify, complete and implement one unified annual Club calendar of Member events in alignment with the needs and desires of Members and guests. Updated quarterly and monthly calendars produced, as information becomes more relevant and detailed, Events should drive usage and retention, utilizing MemberPride as a resource.

    3. Responsible for Member communication such as, but not limited to social media platforms, website updates, email marketing, newsletters, promotional collateral such as digital and 3D displays, fliers, cart signs, posters, letters and postcards sent to Members and any other Member communication tool.

    4. Create and implement the “Member Connect” plan in order to increase Member retention. (The “Member Connect” plan is created by Member Relations Coordinator and his/her team to provide new Members with a personalized and consistent introduction to the Club, its’ Members, Employee Partners, Member Events, products, business and social programming/services.

    5. Function as the Club representative on various Member committees. For committees including but not limited to Social/Programming Committee, Welcoming Committee, Retention Committee and the Board of Governors.

    6. Act as a liaison between Club within the Club groups and the Club. Work together to determine dates, times and specific needs for each group’s function and input detailed information into ClubCater far

    enough in advance for ample notification for Department Heads, specifically the F&B Director and Executive Chef.

    7. Work with Club’s food & beverage and other department to create, maintain function sheets and event files for each Member event, tradition and other promotions to include but not limited to entertainment contracts, P&L forecasts, and event floor plans. Proper communications to staff as needed for Club planning. Attend events and functions to facilitate warm welcomes at registration as well as ensure proper execution of events.

    8. Be responsible for the maintenance of MemberPride, updating MemberPride profile information as needed.

    9. Manage the hiring, training, and development of the Club’s Member Services staff.

    10. Responsible for the At-Risk Member Dashboard for non-usage (30/60/90) ensuring that all ‘at risk’ Members are contacted and contacts are resulting in subsequent visits.

    11. Responsible for resignation calls on behalf of the Club, attempting to save outgoing Members.

    12. Act as an extension of the Member Relations, Membership and Private Events Departments in obtaining prospective Member referrals.

    13. Build lasting and strong relationships with vendors and communicate the Club’s service standards.

    14. Have knowledge of and implement incident and service recovery procedures for both Member/Guests and Employee Partners.

    15. Assist fellow Employee Partners, Members and guests to ensure delivery of the 3 steps of service without being directed. Be aware of team members and the environment and participate as a member of the team.

    16. Notify GM and/or department head(s) of Member/Guest complaints at the time they occur. Rectify, practicing service recover, any complaints as soon as possible.

    17. Must be able to interact with Members/Guests professionally, helping them with changes and last minute requests as needed.

    OTHER ACCOUNTABILITIES

    1. Because of the fluctuating demands of the Club’s operation, it may be necessary that each Employee Partner perform a multitude of different functions; therefore, as an essential part of your job, you will be expected to help others when the occasion arises, just as other Employee Partners are expected to help you. Accordingly, you may be expected to perform other tasks as needed that are not included in the above accountability list.

    2. Be knowledgeable of the following, but not limited to: -Club hours of operation, services, amenities, technology and business features -Guest policies -Basic Membership and private event information -Club menus, dress code and ambiance -Club special events and newsletter -Website access



Job Requirements

  • Prefer experience in one or more of the following: marketing, hospitality, sales, relationship management, food & beverage operations, customer service, membership associations and/or fundraising
  • Experience in leading a team or project to a successful outcome is preferred
  • Undergraduate degree preferred
  • Educational concentration in business, communications, journalism, public relations, hospitality management or recreation

Work Locations:Indian Wells Country Club, 46-000 Club Drive, Indian Wells, CA, 92210
Job:Member Relations
Schedule:Regular|Full-time
Shift:Open Availability