Responsible for providing strategic direction and managing the Membership function to provide outstanding member service and financial profitability. Maximizes membership recruitment through the successful development and execution of strategic sales and marketing efforts. Develops and implements programs and activities designed to increase and retain membership in the Club. Develops and maintains relationships with prospective and existing members and local community leaders/organizations.
Duties & Responsibilities
Primary Responsibilities/Essential Functions:
Responsible for ensuring overall departmental success. Responsible for planning department goals and achieving results.
Actively solicits new members through prospecting and using network and social media channels to open doors to potential members. Responsible for targeting all membership market segments. Seeks methods to cultivate new relationships within the local real estate market, builder communities and existing members to build membership. Research information on market and trends and the clients supporting those markets locally. Develops and implements individual and department sales plan to successfully identify and sell memberships. Networks within the community to develop new relationships, gain new member referrals and market the property. Maintains thorough knowledge of the competitive marketplace.
Develops orientation and onboarding programs for new members that ensure long-term member retention and satisfaction. Develops and promotes club activities and works with appropriate Team Members to plan and execute membership events. Tracks the success and effectiveness of all membership activities.
Maintains records concerning membership including member database, attrition, annual net dues, new dues added, initiation fees, forecasting, etc. Define and administer membership procedures including auditing and maintaining member files and database.
Builds relationships and meets the needs of prospective members through engagement tactics such as club tours, identifying needs, pipeline management and relationship marketing strategies. Responds to member comments and uses ideas, feedback and suggestions to improve/provide services to members.
Develops strategies for forecasting and analyzing membership sales needs and developing effective product responses, delivery systems and methods for measuring and evaluating results. Develops, implements and evaluates short and long-term tactics and programs focused on customer and market needs/conditions to ensure the achievement of revenue goals. Ensures accurate and current related sales/marketing data is readily available to support and document decision-making processes.
Prepares annual budget. Achieves budgeted revenues, controls expenses and maximizes profitability within assigned areas. Utilizes corporate approved computer programs to analyze forecasts, cost and revenue reports. Makes decisions and acts based on that information to maximize profitability.
Ensures members receive outstanding, consistent, exceptional service by working with other departments to communicate member expectations and ensure expectations are met or exceeded. Seeks opportunities to improve satisfaction and immediately handles any member concerns or complaints within scope of authority, otherwise refers the matter to upper management. Responds to member inquiries and coordinates special arrangements and requests. Notifies supervisor and/or Security of all unusual events or circumstances.
Reporting to work as scheduled (on time and on regular basis) is an essential function of the job.
Other Responsibilities/Supportive Functions
Oversees administration of all membership rules to ensure consistent interpretation and application. Initiates correspondence with members regarding membership issues and responds to issues regarding member satisfaction.
Maintains thorough knowledge of the Club’s bylaws and policies. Provides recommendations to services and policies to enhance member experience.
Qualifications (relevant Experience, Education And Training)
High school diploma or general education degree (GED), or equivalent combination of education and experience. Bachelor's degree in Hospitality Management desired.
Five or more years of related and progressive sales experience in similar organization.
Possess solid knowledge of club service standards, member relations and etiquette.
Ability to develop and maintain effective sale processes designed to attain maximum revenue while ensuring adherence to established operating criteria.
Completes all required training as scheduled.
Strong knowledge of sales techniques with strong skills and ability to negotiate and close sales.
Requires ability to determine needs of customers and persuasively present sales options through verbal face-to-face and telephone interactions. Must be able to create and effectively provide sales presentations and materials to potential customers. Contacts sometimes contain confidential/sensitive information so requires ability to use discretion. Must demonstrate positive attitude and professional demeanor. Requires strong communication and interpersonal skills and commitment to a high level of member satisfaction.
Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Must be able to solve problems and remain calm and alert if dealing with difficult member, during busy activity periods or in an emergency.
Requires good working knowledge of Microsoft Office applications (including Outlook, Word and Excel) and ability to learn and operate other club computer systems. Proficient with Social Media platforms and working with websites.
Strong attention to detail and the ability to handle multiple tasks. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, Team Members, members and the public. Must be able to speak, read, write and understand English to communicate with management, Team Members and members.
Due to the cyclical nature of the hospitality industry, Team Members may be required to work varying schedules to reflect the business needs of the club. Work schedules will include working on holidays, weekends and alternate shifts. Position requires working from property location.
Must maintain a clean appearance and professional demeanor.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Hospitality
Referrals increase your chances of interviewing at Balboa Bay Resort by 2x