Member Relations Specialist

The Boca Raton•Boca Raton, FL

1d•Onsite

About The Position

The Member Relations Specialist is responsible for the daily operations in Member Relations, including reservations for all outlets (beach & pool, restaurants, events, activities), membership database updates, vehicle decal installation and tracking, card printing, filing, and primary conflict resolution. This role handles all member requests in a timely and professional manner via phone, text, email, or in-person communication. The specialist will manage a daily shift report detailing all member interactions, escalations, and follow-ups, which is sent to their Member Relations Manager at the end of each shift. The Member Relations Specialist is responsible for facilitating memorable experiences, including services related to recreation, entertainment, programming, and events, in the resort’s continuing effort to deliver outstanding member and resort guest service. Essentially serving as a key member of the club operations team, acting as an ambassador for the membership and the resort & club experience. This individual shall assist with programming that appeals to a diverse audience ranging from children, teens, families, singles, couples, and seniors with a wide variety of interests. The successful candidate will monitor and assess service quality and satisfaction trends, evaluate and address issues, perform service recovery, and make improvements accordingly.

Requirements

One to two years of experience in a similar or higher position.
Ability to speak, read, write, and understand the primary language(s) used in the workplace.
Good communication skills, both verbal and written.
Ability to prepare and analyze data, figures, and transcriptions generated by computer.
Moderate computer skills.
Minimum of two years’ experience in a similar position.

Responsibilities

Manage daily operations in Member Relations including reservations for beach & pool, restaurants, events, and activities.
Update membership database.
Handle vehicle decal installation and tracking.
Perform membership card printing.
Engage in filing and primary conflict resolution.
Handle all member requests in a timely and professional manner via phone, text, email, or in-person.
Manage a daily shift report detailing member interactions, escalations, and follow-ups.
Facilitate memorable experiences related to recreation, entertainment, programming, and events.
Act as an ambassador for the membership and the resort & club experience.
Assist with programming that appeals to a diverse audience.
Monitor and assess service quality and satisfaction trends.
Evaluate and address issues, perform service recovery, and make improvements.
Handle member communication via email, text, and phone.
Perform general account updates.
Troubleshoot membership applications.
Perform RFID installation and tracking.
Socialize with members and guests during peak times such as nights, weekends, and holidays.
Assist in the preparation and review of activity descriptions for promotional materials (email confirmations, push notifications, Compass, flyers, posters, menus, club happenings, member website, and app).
Know, follow, and enforce all company policies and procedures.
Perform related duties as required/assigned by the Member Relations team.