Director of Marketing and Member Experience – Stonebriar Country Club – Frisco, Texas 159597

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Director of Marketing and Member Experience

Stonebriar Country Club is a golf & country club in the ClubCorp family providing an amazing golf course with other fantastic amenities to Members in Frisco, TX. With two championship 18-hole golf courses, eight lighted outdoor tennis courts, a swimming pool, and a 65,000-square-foot clubhouse, Stonebriar Country Club is a gathering place for like-minded people from around the region. Our Members have not only respect for the traditional and challenges of golf and tennis, but also a strong sense of belonging in an active, private club environment. Stonebriar Country Club is currently seeking an outgoing and engaging Director of Marketing and Member Experience, dedicated to curating and enhancing “ClubLife” and increasing Club Member Growth. Create a community within your club by working with your elite Employee Partners to build relationships with Members and deliver the best in Member services. 

Sums up your new role:

  • Strategic Planning: Develop and implement a comprehensive Member marketing and communication plan, including an email and social media strategy, that drives engagement and retention
  • Programming: Develop and ensure execution of relevant and engaging Member events and experiences specific to Club We Are and ClubLife expectations
  • Communications: Implement thorough and consistent marketing and communication strategies to best activate ClubLife through all channels, amplifying the Member story 
  • Member Management: Champion the engagement and retention strategy for overall Member journey + tracking, ARMI, forecasting
  • New Member Onboarding: Develop and be accountable for New Member Welcome and Connect Steps, Member Intel, and Name Recognition 
  • Supervise Member Experience Team: Project management, budgeting, staffing, hiring, and training of Member Experience Manager, Member Experience Coordinator, and ClubLife Concierge 
Day to Day: 
  • Focus on both the quantitative (Member Growth) and qualitative (Member Experience) goals of the Club

  • Lead Member Experience Team in executing Membership Experience strategic plan
  • Create ClubLife experience according to brand standards
  • Ensuring a vibrant and connected member community
  • Focus on At Risk Member Intervention (ARMI) and increased retention practices
  • Communicate to employees and Members consistently and concisely via all channels includes email, social media, text marketing, the app, and the Members Only website 
  • Execute all Member Events and Programs with member and committee feedback
  • Onboard and New Member Connect Steps
  • Create and execute relevant programs with purpose and with consideration of your Clubs Members, product, and position
  • Create storytelling and content focused communications
  • Ensures the Club website content represents the Club brand and story
  • Responsible for budgeting and forecasting of dues lost, resignations, and downgrades
All the other stuff we do: 
  • Adhere to all company, club, and department standards of operations, policies, and procedures whether written or verbal

  • Act with integrity
  • Conduct ourselves professionally and respectfully
  • Communicate effectively
  • Work well under pressure, coordinating multiple tasks at any given time
  • Solve problems, utilizing all available resources including regional and corporate staff
  • Work safely and ensure others are too
  • Attend meetings as required or requested
  • Understand service recovery procedures for Members/guests 
  • Notify GM and/or department head(s) of Member/guest complaints. Rectify by practicing service recovery as soon as possible
  • Remain, open, flexible, and adaptable to take care of our Members and guests changing needs
  • We are ready to assume different responsibilities as needed and requested as an essential part of our jobs 


About you:

– Undergraduate degree preferred. Educational concentration in business, communications, journalism, public relations, hospitality management or recreation

– Experience of 2
– 4 years in Hospitality, Customer Relations, or Marketing and Communications 

– Prefer experience in one or more of the following: sales, relationship management, food & beverage operations, customer service, membership associations and/or fundraising

– Prior experience in leading a team or project to a successful outcome is preferred

– Advanced knowledge working with Microsoft Office suite, including Word, Outlook, and Excel

– CRM/Salesforce

Stonebriar Country Club

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Manager Member Experience – Club at Falcon Point – Katy, Texas 162783

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Member Relations Coordinator

The Member Relations Coordinator builds relationships and is instrumental in driving the membership initiative. They champion the system/process to ensure new Members develop relationships, experience personalized service, cultivate Member recognition, join Clubs within the Club, and participate in a variety of programs and events that enrich their lives. The Member Relations Coordinator also oversees internal and external communications at the Club. They work directly with the General Manager and department heads to ensure timely and appropriate communication regarding the benefits and services promised at the time of enrollment to Members.

Responsibilities

  • Partner with Membership Director on awareness/execution of Gifts of Membership, weekly Welcome calls/letters, monthly sessions, quarterly mixers, and other initiatives designed to acclimate and connect new Members
  • Manage all steps of the onboarding process at staff meetings and ensure proper execution by applicable department heads
  • Responsible for the creation, implementation, and execution of ongoing programming opportunities
  • Manage the Club’s Member Services’ Employee Partners

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

Club at Falcon Point

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Vice President of Member Experience – Corporate Office – Dallas, Texas 162644

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Vice President of Member Experience

ClubCorp, the largest owner and operator of private clubs nationwide, has operated for more than 64 years with the central purpose of Building Relationships and Enriching Lives® and is relentless in its pursuit of providing extraordinary experiences, meaningful connections, shared passions and memorable moments for its members and employees. Bringing people together is our passion. We are a community and lifestyle for golfers, thought leaders, foodies, dynamic women, young executives, and families. We are seeking to fill a Vice President of Member Experience position based in Dallas. This position supports the West and South Regions in the Golf & Country Club Division.

The Vice President of Member Experience (VPME) is responsible for driving the member journey through member experience, engagement, and retention initiatives. The member journey begins the day a member joins to the day they leave, and includes the full process of welcoming, onboarding, connecting with other members, communications, programs, and events. The areas of focus include overseeing the member marketing and communication strategy through all channels, elevated programming and events, retention, and employee recruitment, selection, training, and onboarding. The VPME is responsible for motivating, leading, and growing the Member Experience team and working with the General Managers and other Department Heads at each club. The position reports to the Chief Marketing Officer and partners with the Senior Vice President of Operations.

Essential Responsibilities:

  • Responsible for recruitment and selection of Member Experience Team, as well as training and onboarding new hires based on company standards and processes
  • In-depth involvement with the development of each club’s strategic plan related to Member marketing, experience, engagement and retention
  • Work in partnership with all Clubs to develop and implement compelling and relevant programming and a comprehensive communication strategy in all channels to drive engagement and retention
  • Responsible for overseeing and deploying the ARMI program (At Risk Member Intervention)
  • Drive more member wallet share and spend by leveraging smart data to understand trends and create personalized programs
  • Create an environment that leverages team synergies and produces a proactive culture
  • Influence behavior to affect change
  • Provide acknowledgement and recognition to inspire continual improvement of Member Experience Team
  • Ensure the execution of engaging and applicable Member experiences specific to Club demographic segments and ClubLife expectations
  • Verify that all clubs are implementing a thorough and consistent strategy to best communicate ClubLife through all channels, amplifying the Member story and Member journey
  • Responsible for the communication of performance and key experience strategies on a national, regional, and club level through conference calls, meetings and onsite with Club teams

Qualifications

:

– Bachelor’s degree with a Marketing and Communications background

– 7 – 10 years of management/leadership experience, overseeing a team/region/division and proven track record in driving results

– Adept at leveraging various marketing technologies

– Robust technical literacy, including Salesforce, Pardot, and Microsoft Office suite, specifically Outlook and Excel

– Strategic thinker with strong analytical skills as it relates to data interpretation, trends and insights

– Event marketing and management experience preferred

– Ability to inspire experienced personnel and create a team culture

– Outstanding written, verbal, and interpersonal communication skills

– Strong creativity, attention to detail and organizational skills

– Passion for providing high quality Member service and commitment to exceeding expectations

– 75% travel required

ACI

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Manager Member Relations – Hackberry Creek Country Club – Irving, Texas 162338

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Member Relations Manager

The Member Relations Manager builds relationships and is instrumental in driving the membership initiative. They champion the system/process to ensure new Members develop relationships, experience personalized service, cultivate Member recognition, join Clubs within the Club, and participate in a variety of programs and events that enrich their lives. The Member Relations Coordinator also oversees internal and external communications at the Club. They work directly with the General Manager and department heads to ensure timely and appropriate communication regarding the benefits and services promised at the time of enrollment to Members.

Responsibilities

  • Partner with Membership Director on awareness/execution of Gifts of Membership, weekly Welcome calls/letters, monthly sessions, quarterly mixers, and other initiatives designed to acclimate and connect new Members
  • Manage all steps of the onboarding process at staff meetings and ensure proper execution by applicable department heads
  • Responsible for the creation, implementation, and execution of ongoing programming opportunities
  • Manage the Club’s Member Services’ Employee Partners

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

Hackberry Creek Country Club

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Member Experience Coordinator – Hunters Green Country Club – Tampa, Florida 162219

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POSITION DESCRIPTION SUMMARY

 

The Member Relations Coordinator is responsible for Member communications and the “Member Connect” at the Club.  This position works directly with the General Manager and department heads in ensuring timely and appropriate communication utilizing tools that assist in the delivery of the benefits and services promised at the time of enrollment.  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.   

 

ESSENTIAL FUNCTIONS AND ACCOUNTABILITIES

 

  1. 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.

 

  1. Responsible for Member communication such as, but not limited to Weekly e-blasts, website updates, monthly newsletters, both electronic and printed, statement stuffers, digital displays, 3D displays, fliers, cart signs, posters, letters and postcards sent to Members and any other Member communication tool.

 

  1. 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.

 

  1. Partner with Membership Director on New Member Orientations, New Member “Welcome” Receptions, “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 orientation, Welcome Committee call/letter, New Member mixer, spend review and facilitation of one year anniversary letter/call.

 

  1. Monitor 25th month graduation and dues lost with the goal to maintain a percentage of improvement over prior year and review at Department Head meetings.

 

  1. 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.

 

  1. 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.

 

  1. Work with Club’s food & beverage 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.  Attend events and functions to facilitate warm welcomes at registration as well as ensure proper execution of events.

 

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

 

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

 

  1. Responsible for the At-Risk Member Dashboard ensuring that all ‘at risk’ Members are contacted and contacts are resulting in subsequent visits.

 

  1. Assist with resignation calls on behalf of the Club as needed.

 

  1. Responsible for seeing that daily assignments are completed in their respective areas, to meet Club standards and as communicated in the Star Service FOCUS expectations (ie orderly/organized work areas, market materials are current, etc.).

 

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

 

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

 

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

 

  1. 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. 

 

  1. 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.

 

  1. 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.

 

  1. 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

     
  2. Adhere to all of the various company, club and department written mandatory standards of operations, policies and procedures, manuals, memos, oral instructions, etc., all of which go to make up the essential functions of the job.

 

  1. Ability to communicate effectively with proper grammar.

 

  1. Ability to work well under pressure, coordinating multiple tasks at any given time.

 

  1. Responsible for maintaining good conduct and safe working habits while in all areas, including the kitchen, and assuring that others are acting safely.

 

  1. Attendance at daily line-up and participating as requested.

 

  1. Wearing a CLEAN and neat uniform that follows ClubCorp and your property uniform standards daily.
     

 

REPORTING RELATIONSHIPS

  1. Reports Directly To: General Manager
  2. Also Works For: Department Heads, Regional Director, Member Experience

           

 

DIMENSIONS

WORK EXPERIENCE: Prefer experience in one or more of the following: sales, relationship management, food & beverage operations, customer service, membership associations and/or fundraising. Prior experience in leading a team or project to a successful outcome is preferred.
EDUCATION: Undergraduate degree preferred. Educational concentration in business, communications, journalism, public relations, hospitality management. or recreation
CERTIFICATION/LICENSE: N/A
BUDGET CONTROL/RESPONSIBILITY: N/A
SECURITY/CONFIDENTIALITY: Ability to maintain confidentiality of all Member information
WORKING ENVIRONMENT: Indoor/office environment

6. Attendance Requirements for this position: Attendance Requirements for this position as outlined on the weekly schedule. Additional hours are required to meet deadlines of the position, including weekends and/or holidays

Hunters Green Country Club

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Guest Services Manager – Firestone Country Club – Akron, Ohio 162640

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FIRESTONE

GUEST SERVICES MANAGER

 

Overview

 

The Guest Services Manager is responsible for providing attentive, courteous, and efficient service to all guests and members, including successfully resolving guest complaints, prior to arrival and throughout their stay, while maximizing room revenue and occupancy.

 

Responsibilities

  • Establish and maintain attentive, friendly, courteous and efficient hospitality at the Front Desk and Front Drive
  • Respond to all guests' requests, problems, complaints and/or accidents presented at the Front Desk or through Reservations, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
  • Assist with development of employee morale and ensure training of Guest Services (front desk, reservations and concierge) personnel
  • Maintain a professional working relationship and promote open lines of communication with managers, employee partners and other departments.
  • Fully comprehend and operate all aspects of the Property Maintenance System, including software maintenance, report generation and analysis, and simple programming
  • Design and implement new posting and billing procedures prior to April 1, 2021
  • Serve as primary liaison with Property Management system for all migration and upgrades and “own” 100% readiness for 2021 season
  • Create, implement and execute new “Concierge Services” department responsible for coordination of all groups 16 people or less
  • Create and hold reservations accountable for efficiency in golf booking tee times
  • Design documentation and training for Club emergency procedures
  • Serve as Manager on Duty during all shifts on property and create weekly MOD schedule
  • Create onboarding program for each position on the Guest Services team and ensure all employee partners are validated by position before working on own on floor
  • Be able to perform, complete and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner
  • Responsible for issued house bank/s
  • Create and then monitor key control to maintain guestroom and property security
  • Ensure the maximization of room revenue through creation of upsell system
  • Train new employee partners, help to develop and implement training programs
  • Maintain log of rooms in “out of order” status
  • Authorize and sign adjustments and paid outs over the limit
  • Oversee discrepancy report and monitor follow-through
  • Work closely with housekeeping regarding daily operations
  • Ensure correct and accurate cash handling at the Front Desk
  • Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner
  • Be aware of all rates, packages and promotions currently underway
  • Follow and enforce all ClubCorp credit policies
  • Ensure that employees, including third party employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees
  • Monitor all V.I.P.'s, special guests and requests
  • Review Front Office logbooks and Guest Request log on a daily basis
  • Monitor all appropriate service delivery systems.
  • Manage and be 100% responsible for all group room blocks (including cut off dates)
  • Participate in Room Inspection program
  • Assist in training and cross training of new hires, current employees, third party employees on a regular basis

Job Requirements

/Qualifications

– High School diploma or equivalent required

– At least 2 to 3 years of progressive experience in a hotel or a related field recommended

– College course work in related field helpful

– Must be proficient in Windows, Company approved spreadsheets and word processing

– Proficient in Property Management and Reservation systems (Agilysis experience preferred)

– Previous supervisory responsibility required

– Must have a valid driver’s license in Ohio – by 60 days into job

– Expected work week of 50 hours

– Light work
– Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects

– Maintain a warm and friendly demeanor at all times

– Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.

– Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.

– Must be able to multitask and prioritize departmental functions to meet deadlines.

– Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner

– Resolve guest complaints effectively and efficiently

– Attend all hotel required meetings and trainings

– Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag

– Maintain open and honest collaborative relationship with supervisor

– Comply with ClubCorp Standards and regulations to encourage safe and efficient Club operations

– Maximize efforts towards productivity, identify problem areas and assist in implementing solutions

– Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary

Firestone Country Club

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Director of Member Experience – The Ridge Club – Sandwich, Massachusetts 160938

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Director of Member Experience

The Ridge Club, a private club located on gorgeous Cape Cod, in the quaint seaside village of Sandwich, MA. The inviting atmosphere of camaraderie and fun features an 18-hole championship golf course designed by Robert Von Hagge. Other amenities include tennis on one of the 2 Har-Tru tennis courts, the pool, junior programs for kids and organized day camps, a newly renovated clubhouse, and Members dine on Chef’s culinary creations. The Ridge Club is currently seeking an outgoing and engaging Director of Member Experience, dedicated to curating and enhancing “ClubLife” and increasing Club Member Growth. Join elite and supportive Employee Partners that always have your back as you work together to deliver the best services to your members. As a part of the ClubCorp family, you will enjoy the perks of working with the best and the freedom to advance your career. 

Sums up your new role:

  • Strategic Planning – Develop and implement a comprehensive Member marketing and communication plan, including an email and social media strategy, that drives engagement and retention
  • Programming – Develop and ensure execution of relevant and engaging Member events and experiences specific to Club We Are and ClubLife expectations
  • Communications – Implement thorough and consistent marketing and communication strategies to best activate ClubLife through all channels, amplifying the Member story
  • Member Management – Champion the engagement and retention strategy for overall Member journey + tracking, ARMI, forecasting 
  • New Member Onboarding – Develop and be accountable for New Member Welcome and Connect Steps, Member Intel, and Name Recognition 
  • Supervise Member Experience TEAM – Project management, budgeting, staffing, hiring, and training of Member Experience Manager, Member Experience Coordinator, and ClubLife Concierge
Day to Day: 
  • Focus on both the quantitative (Member Growth) and qualitative (Member Experience) goals of the Club
  • Lead Member Experience Team in executing Membership Experience strategic plan 
  • Create ClubLife experience according to brand standards
  • Ensuring a vibrant and connected member community
  • Focus on At Risk Member Intervention (ARMI) and increased retention practices
  • Communicate to Employee Partners and Members consistently and concisely via all channels includes email, social media, text marketing, the app and the Members Only website
  • Execute all Member Events and Programs with member and committee feedback
  • Onboard/New Member Connect Steps
  • Create and execute relevant programs with purpose with consideration of your Clubs Members, product, and position 
  • Create storytelling and content focused communications
  • Ensures the Club website content represents the Club brand and story
  • Responsible for budgeting and forecasting of dues lost, resignations, and downgrades
All the other stuff we do: 
  • Adhere to all company, club and department standards of operations, policies, and procedures whether written or verbal 
  • Act with integrity
  • Conduct ourselves professionally and respectfully
  • Communicate effectively
  • Work well under pressure, coordinating multiple tasks at any given time
  • Solve problems, utilizing all available resources including regional and corporate staff
  • Work safely and ensure others are too
  • Attend meetings as required or requested
  • Understand service recovery procedures for Member/Guests
  • Notify GM and/or department head(s) of Member/Guest complaints. Rectify by practicing service recovery as soon as possible
  • Remain open, flexible, and adaptable to take care of our Members and Guest changing needs
  • We are ready to assume different responsibilities as needed and requested as an essential part of our jobs


About you:

– Undergraduate degree preferred. Educational concentration in business, communications, journalism, public relations, hospitality management, or recreation

– Experience of 2
– 4 years in Hospitality, Customer Relations, or Marketing and Communications

– Prefer experience in one or more of the following: sales, relationship management, food & beverage operations, customer service, membership associations and/or fundraising

– Prior experience in leading a team or project to a successful outcome is preferred

– Advanced knowledge working with Microsoft Office suite, including Word, Outlook, and Excel

– CRM/Salesforce

The Ridge Club

Apply Now