Assistant Manager, Membership Relations

ALGONQUIN CLUB HEXAGON•Boston, MA

1d•$70,000 - $75,000•Onsite

About The Position

The Assistant Manager of Member Relations primary focus will be on Member Experience, member engagement, special requests and experience at The Quin. They will perform works directly related to the member experience which positively impacts member retention and member satisfaction. They will be responsible for handling member communication with 300+ members account to ensure satisfaction and foster nominations. This person needs to be highly organized, poised and personable and a resourceful self-starter and problem solver. Client-facing experience and the ability to appropriately represent this high-end club to influential clientele.

Requirements

5+ years in a client facing role in hospitality industry
Results-driven individual who is fearless about execution and is not afraid to dig into the details
Excellent written and verbal communications skills
A strong team player who supports their team and embraces ownership, accountability, and responsibility for the team’s work
Ability to work nights, weekends, and holidays.
A demonstrated understanding of the luxury hospitality experience: Rooms, Food & Beverage, Administrative experience ideal.
Proficient with Microsoft Office (Word, PowerPoint, Excel) and Outlook
High school diploma or equivalent required

Nice To Haves

Experience with CRM Platform a plus
Bachelor’s degree a plus

Responsibilities

Proactively engage with members throughout the club through the Account Management and Member retention goals.
Engage with members in a variety of settings, from representing the team at programming or specific member engagement/introduction events, lead tours, circulate within the club as an ambassador ensuring a memorable experience and to mitigate and resolve issues before they emerge. This will include evening, weekend and holiday shifts.
Personally, be responsible for 300+ member households on an ongoing basis to ensure satisfaction and engagement.
Assist engagement and recruitment in conducting tours for both current and prospective members. This includes the management of the content and training the new team members on the tours. Support account management program in ROI and current member satisfaction and engagement. Optimize and implement the optimal cadence for this program to ensure success with continual learning from feedback surveys and data analysis.
Represent the membership team at key Programming and Membership Engagement events. Act as a key day-to-day point of contact for members in the club. Proactively engage with members throughout the club
Proactively engage with members and prospective members to secure nominations and guide both the members + their nominees through the application and interview process.
Manage successful implementation of all special requests, and amenity program in accordance with the account management program and department’s standards and procedures.
Maintain strong community relationships to ensure that The ‘Quin House remains top of mind for potential members who meet the established criteria for the Club.
Ensure that onboarding cohorts are reflective of the mission and vision of The ‘Quin House.
Respond to member requests and special needs in an attentive, courteous, and efficient manner. Follow up to ensure member satisfaction.
Monitor all VIP and special member requests on behalf of the membership team. Assist Manager of Membership Engagement in designing, implementing and executing the amenity / surprise and delight program.
Track upcoming dining reservations, identify VIP visits to tailor a special arrival experience, anticipate their needs and enhance member experience.
Answer high volumes of emails with questions about the club, membership process and club rules.
Anticipate member’s needs whenever possible and coordinate follow-up with appropriate departments.
This role will work closely with the Quin Ambassador team to support and assist in resolving member complaints and enforce club rules.
Assist in continuous maintenance of detailed member database; add preferences, incidents, comments, and special needs information appropriately in the system(s).
Perform additional tasks and duties as requested/ assigned