JOCKEY CLUB MEMBER SERVICES SUPERVISOR

Sam Houston Race Park•Houston, TX

18d•$22

About The Position

The Jockey Club Member Services Supervisor is responsible for the club’s day-to-day operations and the overall experience of its members and guests. The position oversees club staff, maintains membership records and billing, manages member needs and reservations, and ensures the club meets established service and operational standards. The Supervisor works closely with Food & Beverage, Finance, Racing, Marketing, and Guest Services to provide a professional and consistent member experience.

Requirements

High school diploma required.
At least 5 years of experience in hospitality, private clubs, restaurants, hotels, casinos, membership, or guest services.
At least 2 years of leadership experience.
Strong organizational, communication, and customer-service skills.
Ability to work evenings, weekends, holidays, live racing, and special events.
Proficiency in Microsoft Office.

Nice To Haves

Associate or bachelor’s degree.
Experience with membership, billing, reservation, or customer-account systems.

Responsibilities

Deliver exceptional customer service to Jockey Club members and guests, build positive relationships, anticipate needs, promptly resolve concerns, provide consistent and personalized service, and promote satisfaction and retention.
Oversee day-to-day club operations during live racing and special events; maintain a clean, organized, properly staffed, presentation-ready club; coordinate seating, reservations, and member accommodations; and monitor appearance, décor, and amenities.
Coordinate with Food & Beverage on staffing, service, and execution.
Supervise, schedule, and direct Jockey Club staff; coach them on hospitality and member-service standards; assist with onboarding and training; hold staff accountable for attendance, performance, appearance, and service; address performance concerns; and recognize exceptional service.
Coordinate the operational execution of member events, promotions, and special events, including reservations, guest lists, seating, and other event needs; coordinate with relevant departments; communicate activities to members; and support initiatives to increase engagement and participation.
Maintain accurate membership records, account information, reservations, and member communications; manage membership setup, renewals, cancellations, upgrades, and account changes; monitor expirations and follow up on renewals.
Maintain membership billing and account information, monitor outstanding balances, and coordinate billing issues with Finance.
Prepare reports on membership, billing, attendance, and member feedback; track membership activity and provide regular management updates.
Identify operational and member-service issues and recommend improvements.
Ensure compliance with company policies and Jockey Club standards.