Director of Member Experience

Baltimore Country Club • Baltimore, MD

14d • $80,000 - $90,000 • Onsite

About The Position

At Baltimore Country Club, exceptional hospitality is about more than service; it's about creating experiences that feel thoughtful, seamless, and genuinely memorable. We are seeking a Director of Member Experience who brings a passion for refined hospitality, a talent for developing people, and a commitment to service excellence. This influential role will connect teams and departments, champion our Members' voices, and turn insight into action, helping ensure that every experience reflects our standards and our belief that Great People Make Favorite Places.

Baltimore Country Club was founded in 1898 and it was a success from the start, with 600 members enjoying its 150-acre facility less than five miles from downtown Baltimore. Just one year after opening, the Club gained immediate recognition in the golf world by hosting the fifth United States Open Championship. Today the Club is nearly 3,400 members strong with two campuses. It is widely recognized as one of the top 50 country clubs in the nation and top 100 in the world. We are all about the simple truth and doing what is right not what is easy.

The Director of Member Experience leads the Club's efforts to create exceptional, seamless, and memorable experiences for Members and guests across all Club touchpoints, including dining, events, sports, and off-site experiences. Aligned with the Club's standards and Simple Truth, this role works collaboratively across departments to elevate service, strengthen communication, and foster a culture of hospitality.

The Director monitors service performance and mentors, trains, and guides department leaders and staff in delivering meaningful, high-quality interactions. This role also leads the Club's Member feedback process, including survey management and data analysis, partnering with the General Manager and Board to translate insights into Experience Roadmaps and actionable improvements.

Serving as a bridge between Members and staff, the Director regularly collaborates with teams to track progress, implement strategies, and ensure service goals are achieved-ultimately helping make every Member experience exceptional.

Requirements

• Seasoned experience and a strong understanding of exceptional hospitality and service excellence.
• Ability to consistently deliver a refined and memorable Member experience.
• Strong interpersonal and communication skills.
• Personable and enthusiastic approach.
• Ability to build meaningful relationships.
• Ability to work effectively as both a leader and a team member.
• Experience with survey management, data analysis, and using Member feedback and insights to identify trends and drive meaningful improvements.
• Strong written and verbal communication skills.
• Proficiency in Microsoft Office.
• Excellent customer service skills.
• Love for hospitality.
• Good communication skills.
• Ability to memorize information easily.
• Ability to read and follow directions well.
• Quick on your feet.
• Ability to work in a fast-paced environment.
• Preference for doing the right thing instead of what is easier.

Nice To Haves

• College degree in hospitality or a related field is preferred.
• Equivalent education, certification, or relevant professional experience.

Responsibilities

• Leads the Club's efforts to create exceptional, seamless, and memorable experiences for Members and guests across all Club touchpoints, including dining, events, sports, and off-site experiences.
• Works collaboratively across departments to elevate service, strengthen communication, and foster a culture of hospitality.
• Monitors service performance and mentors, trains, and guides department leaders and staff in delivering meaningful, high-quality interactions.
• Leads the Club's Member feedback process, including survey management and data analysis.
• Partners with the General Manager and Board to translate insights into Experience Roadmaps and actionable improvements.
• Regularly collaborates with teams to track progress, implement strategies, and ensure service goals are achieved.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree