SUMMARY
Mission Statement: To maximize satisfaction, desirability, value and distinction of Membership in Ocean Reef Club by providing unsurpassed value, excellence and quality in all services and facilities. Membership Coordinator is responsible to support all membership services under the supervision of the Director of Membership. This individual will perform the day to day operations of the office, from printing member cards, updating reports, answer member questions, assisting with statement questions including disputes, processing applications to updating reports and ensure records are kept accurately. We are open seven days a week, including holidays and attending member engagement events is also required.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Club, Hospitality and/or Customer Service experience
- Strong interpersonal communication skills, written and verbal (English required)
- Computer skills: MS Word, Excel, PowerPoint; Hubspot, Visual One (helpful but not required)
- Competent and creative problem-solving skills; ownership, respect & care being used
- Display loyalty, dependability, good judgement, organization, cheerful disposition
ESSENTIAL DUTIES AND RESPONSIBILITIES
In addition to the following duties and responsibilities, other duties may be assigned:
- Greet all members, guests & fellow associates in a positive and energetic manner
- Provide Membership information to potential applicants; update Hubspot
- Displays high levels of patience, tact and diplomacy in all interactions
- Cross-train within department as well as across departments to ensure individual Club knowledge & Culture is sustained
- Process Membership applications
- Process member cards & cards for employees of Members
- Coordinate member engagement events
- Write letters of introduction for members to visit Affiliate Clubs
- Send welcome email to members (Equity, Social, Legacy)
- Schedule & conduct New Member Orientations (all categories)
- Accept member payments
- Review sponsorship forms when they are flagged
- Attend member events as required
- Maintain positive relationships at the Club, across departments
- Answer incoming phone calls, courteously and assist in answering questions, resolving situations; average 100-150 calls per day (3,000-4,500 a month)
- Share member feedback to address/resolve situations using good judgement
- Greet and assist all who come to the Membership office
- Complete scanning of documents to member files
- Complete assignments for annual Dues Renewal
- Examples, call campaigns, Resignation letters, provide list (monthly) to accounting of members who opted out of voluntary charges
- Understand the Club By-Laws, Rules, Regulations & Policies to educate/enforce
- Provide notes in Member profiles as applicable
- Upon request make updates to member profiles/teach members over the phone or in person how to make these changes themselves.
- Support fellow departments as necessary (Labels for the Bag room open as an example)
- Keep accurate member records & provide monthly reports
- As example, 59 Day Rule, Unprotected Properties, Guest Reports
- Assist with the annual waitlist activation; duties as assigned
- Complete member conversions as directed
- Complete records/data audits as assigned
- Hubspot monthly reports
EDUCATION AND/OR EXPERIENCE
High school diploma required. College degree preferred. One or more years experience in private club or customer service desired. A combination of education, training and experience that provides equivalent knowledge, skills and abilities is acceptable.
LANGUAGE
Must be able to comprehend the English language and demonstrate the ability to express and exchange ideas through oral and written communication and convey detailed and/or important instructions accurately, loudly and/or quickly.
MATHEMATICAL SKILLS
Basic arithmetic skills are required.
REASONING ABILITY
Must be able to set priorities and possess the ability to meet deadlines and exercise initiative within department guidelines.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an individual to successfully perform the essential duties and responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities. Physical demands will include:
- Sit for extended periods of time; at times for eight or more hours.
- Walk and stand for extended periods of time.
- Perform verbal, written, visual, and auditory communications.
- Perform repetitive motions, such as typing.
- Have finger dexterity to operate computer, copier, printer, fax, calculator, telephone and other office equipment.
- Perform tasks requiring bending, stooping and kneeling, and lifting and carrying 25 pounds.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The membership department is demanding, fast-paced and professional. The membership department expects to achieve the Club mission statement through each interaction and to achieve this expectation the following must be accomplished:
- Noise level in the environment is usually moderate
- Occasionally works outside the office
- Ability and desire to work flexible hours
- Evening and weekend coverage of office and Club events
- Professional appearance and demeanor
- Be a team player and provide lateral service.
- Follow Ocean Reef Club Associate Handbook and Quality Job Standards.
ATTENDANCE, APPEARANCE AND CONDUCT
Regular attendance in conformance with the standards, which may be established by Ocean Reef Club from time to time, is essential to the successful performance of this position. Associates with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
Due to the cyclical nature of the hospitality industry and report deadlines, associate may be required to work varying schedules to meet the business needs of the Club.
Proper grooming is required by all associates and is described in detail in the Associate Handbook. Associates should review this policy and make sure that at all times they present themselves for shifts looking clean, neat and professional.
As a condition of employment, all associates agree to fully comply with Ocean Reef Club Associate Handbook for the safe and efficient operation of Club. Associates who violate any part of the Ocean Reef Club Associate Handbook will be subject to disciplinary action, up to and including termination of employment. When in need of clarification contact your supervisor and/or the Human Resources department.
Job descriptions are not intended and should not be construed to be exhaustive lists of all responsibilities, skills, efforts or working conditions associated with a job. While this job description is intended to be an accurate reflection of the requirements of the job, management must reserve the right to add or remove duties from particular jobs when circumstances (e.g. emergencies, changes in workload, rush jobs or technological developments) dictate.
Brand: Ocean Reef Club
Address: Membership Key Largo, FL - 33037
Property Description: Membership
Property Number: 01
