Club Supervisor

HEI Hotels & Resorts•Berkeley, CA

8d•Onsite

About The Position

The Club Operations Supervisor is responsible for overseeing the daily operations of the club, ensuring a seamless and exceptional experience for members and guests. This role places a strong emphasis on retail management, member engagement, and operational efficiency. The ideal candidate will be highly organized, detail-oriented, and passionate about delivering top-tier service while driving retail sales and club engagement. Member Services & Engagement: Serve as the primary point of contact for members, addressing inquiries, complaints, feedback, and suggestions promptly and professionally. Ensure all member interactions are positive and foster long-term relationships. Design, implement, and monitor member programs that increase engagement, satisfaction, and retention. Partner with club leadership to ensure the club environment remains welcoming, inclusive, and aligned with the community culture and values. Regularly collect feedback from members to assess their needs and expectations. Club Operations & Administration: Supervise the front desk services to ensure smooth operations including membership inquiries, check-ins, guest relations, and general administrative duties. Provide leadership and training to staff to ensure they maintain the highest standards of service and efficiency, while encouraging a positive and motivating work environment. Develop and implement policies and procedures to streamline operational workflows, increase productivity, and improve service delivery to both members and guests Collaborate with resort and other operational teams to ensure a seamless and cohesive experience for members, guests, and event participants across the entire facility. Retail Management: Assist in all aspects of the club’s retail operations, from merchandise selection and product sourcing to inventory management and pricing strategies. Ensure that the retail offerings are aligned with the club’s brand and member preferences. Maintain optimal inventory levels through regular tracking of stock levels, monitoring sales trends, and adjusting reordering schedules to prevent stockouts or excess inventory. Train, coach, and mentor staff on advanced retail sales techniques, upselling opportunities, and customer service best practices to enhance the member shopping experience. Monitor inventory levels, track sales trends, and manage stock replenishment to prevent shortages or overstock.

Requirements

Minimum of 1-3 years of experience in operations, retail management, or member services, preferably in a club, resort, or hospitality setting.
Strong understanding of retail operations, inventory control, and sales strategies.
Exceptional customer service skills with the ability to build strong relationships with members and guests.
Proven leadership experience in managing teams and driving performance.
Proficiency in Microsoft Office, point-of-sale systems, and club management software.
Ability to work flexible hours, including weekends and holidays, based on club operations.
Ability to stand, walk, and move around the club for extended periods.
Capability to lift and carry up to 30 lbs. when handling inventory or setting up events.
Comfortable working in both indoor and outdoor environments.
Actively Listening - Give full attention to what managers, supervisors, coworkers, and clients are saying, taking note to understand the points being made, asking questions as appropriate.
Determine the needs of your clients by actively listening to provide an exceptional product and experience.
Speaking – Clearly communicate with managers, supervisors, and colleagues.
Clearly communicate with clients to produce a great product and experience.
Time Management – Manage the time you have with your clients/group to deliver an effective product in the time provided.
Efficiently manage the time you have on assigned tasks.
Critical Thinking – Follow safety protocols.
Make sound decisions regarding safety issues related to weather, changing conditions, animals, and client behaviors.
Oral Expression – The ability to communicate information and ideas in specific terms that others will understand.
Problem Sensitivity – The ability to recognize that there is a problem and determine the best course of action to remedy the issue; whether handling it yourself or notifying a supervisor or manager.
Written Comprehension – The ability to read and understand information that is presented in writing.
Oral Comprehension – The ability to listen to and understand information as it is presented through spoken words and sentences.
Communication - Ability to communicate and work with a variety of ages and skill levels.
Teamwork- The desire and ability to work in a cooperative, team-oriented atmosphere.

Responsibilities

Serve as the primary point of contact for members, addressing inquiries, complaints, feedback, and suggestions promptly and professionally.
Design, implement, and monitor member programs that increase engagement, satisfaction, and retention.
Supervise the front desk services to ensure smooth operations including membership inquiries, check-ins, guest relations, and general administrative duties.
Provide leadership and training to staff to ensure they maintain the highest standards of service and efficiency, while encouraging a positive and motivating work environment.
Develop and implement policies and procedures to streamline operational workflows, increase productivity, and improve service delivery to both members and guests.
Collaborate with resort and other operational teams to ensure a seamless and cohesive experience for members, guests, and event participants across the entire facility.
Assist in all aspects of the club’s retail operations, from merchandise selection and product sourcing to inventory management and pricing strategies.
Maintain optimal inventory levels through regular tracking of stock levels, monitoring sales trends, and adjusting reordering schedules to prevent stockouts or excess inventory.
Train, coach, and mentor staff on advanced retail sales techniques, upselling opportunities, and customer service best practices to enhance the member shopping experience.
Monitor inventory levels, track sales trends, and manage stock replenishment to prevent shortages or overstock.