Director of Member Services

Discovery Land Company•Hobe Sound, FL

18h•Onsite

About The Position

Atlantic Fields is seeking a Director of Member Services to join the Member Services Department. The Director of Member Services is a hospitality leader, relationship builder, and culture carrier who strives to create an environment where members and team members build meaningful relationships through thoughtful communication, personalized service, and authentic experiences. This role leads the Member Services team in delivering seamless, high-quality, relationship-driven service while partnering closely with Club leadership and department teams to create exceptional experiences across the property. The Director of Member Services sets the tone for hospitality standards, team culture, and operational excellence while ensuring members and guests feel welcomed, known, and cared for throughout every interaction. In this role, you will be part of creating the Discovery Land Company experience for our members and fellow team members.

Requirements

Bachelor Degree in Marketing, PR or Communications (preferred).
Seven (7) to ten (10) years of prior supervisor or management experience and proven success in the hospitality, guest service industry, or resort is strongly preferred.
Positive attitude, professional demeanor, and exceptional communication and interpersonal skills to deliver service to members, guests, and team members.
Must be able to work flexible work hours/schedule including evenings, weekends, and holidays. Long hours may be required due to business demands.
Ability to work in a team environment.
Ability to stay calm and focused during the busiest of times.
Ability to read, write, speak, and understand English; additional languages preferred.
Ability to meet the physical demands of the position including, but not limited to, working indoors and outdoors in all weather conditions, standing, walking, and moving for periods of greater than eight (8) hours, and lifting and carrying items sometimes greater than fifty (50) pounds.
Flexibility and ability to pivot to new projects and a desire to work in a fast-paced environment.

Responsibilities

Lead the Member Services operation including daily service execution, scheduling, hiring, training, coaching, and performance management.
Inspire and reinforce a positive, team-first culture built on respect, accountability, hospitality, and collaboration.
Lead, mentor, and develop the Member Services team through consistent communication, coaching, training, and service standards reinforcement.
Ensure the team is providing the highest level of relationship-driven service through observation, leadership presence, and ongoing development.
Provide exceptional service and communication at all times with members, guests, and team members.
Oversee department scheduling, staffing coverage, payroll review, and labor management based on visit forecasts and operational needs.
Create and oversee daily operating procedures and SOPs for the department to ensure consistency and operational excellence.
Serve as a primary escalation point for member and guest needs while leading service recovery with professionalism, empathy, and follow-through.
Build and maintain strong relationships with members through consistency, responsiveness, attention to detail, and personalization.
Oversee member profiles, preferences, visit forecasts, itineraries, reservations, transportation, activities, and special requests in partnership with appropriate departments and vendors.
Create and maintain trusted local vendor, service, and resource lists to support member experiences.
Meet members and guests upon arrival and departure as needed and help set the tone for hospitality across the Club.
Create and provide departmental reports including daily activity reports, operational updates, and forward-looking visit forecasts.
Ensure accuracy and quality of member communications, calendars, guides, confirmations, and departmental materials.
Partner closely with Membership, Sales, Marketing, Operations, and other department leaders to ensure aligned and seamless member and prospect experiences.
Collaborate with leadership to identify opportunities to elevate the member experience, improve operations, and strengthen team culture.
Use thoughtful decision-making and operational strategy to monitor labor, business demands, and department resources effectively.
Act as a key communication bridge across departments to ensure clarity, preparedness, and execution readiness.
Support Club events, activations, and member experiences in partnership with Events and other departments.
Find solutions to areas of opportunity when observed or when brought forward by members, guests, or leadership.
Coordinate with or assist other departments as needed.
Other duties as assigned.