Member Services Coordinator

Discovery Land Company•Lake Tahoe, CA

8d•Onsite

About The Position

Homewood is seeking a Member Services Coordinator to join the Member Service Department. The Member Services Coordinator helps to coordinate the Club Services Associate team, ensuring daily operations across member-facing service run smoothly and to the highest standard. This role is responsible for quality oversight and supporting in the development of the Member Services Department while also handling the administration, reporting, and coordination duties that keep Club Operations running seamlessly. The Member Services Coordinator acts as the primary link between front-line Club Services Associates and department leadership, translating day-to-day execution into consistent, elevated experiences for members. This role requires a proactive, organized leader who is equally comfortable coaching a team, resolving member request, and supporting the administrative rhythm of the department. This includes scheduling, reporting, and procurement. The ideal candidate leads by example, holds the team accountable to Homewood's service standards, and communicates clearly across departments. Working closely with the Director of Club Operations and reporting to the Senior Manager of Member & Residential Services, and working alongside department leaders, this position ensures the Club Services Associate team is well trained, well organized, and consistently delivering on Homewood's promise of exceptional service.

Requirements

2+ years of experience in hospitality, property management, member services, or a related field, with prior supervisory or lead experience preferred.
Demonstrated ability to lead, train, schedule, and motivate a team in a fast-paced environment.
Strong administrative and organizational skills, with experience in reporting, scheduling, or procurement a plus.
Experience coordinating with vendors, contractors, or service providers preferred.
Clear, professional written and verbal communication skills.
Ability to work across multiple departments and manage competing priorities.
Valid driver's license in good standing.
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 organized and effective while managing multiple priorities.
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.

Responsibilities

Oversee schedules, and coordinate daily assignments for the Club Services Associate team, ensuring adequate coverage across all areas of responsibility.
Train, onboard, and mentor new team members, setting clear expectations and providing ongoing coaching and feedback.
Conduct regular performance check-ins and evaluations, supporting the professional growth and development of each associate.
Foster a collaborative, team-first culture that reflects Homewood's service standards and values.
Address performance or conduct concerns promptly and professionally, partnering with the Director of Club Operations as needed.
Lead the development and continuous expansion of the Homewood member service program, building structured, elevated, four-season service offerings that reflect the standards of a premier mountain and lake club.
Develop and refine equipment valet and storage, boot/glove warming, slope-side and on mountain setup and locker management, on-mountain meet-and-greet, and coordination of lessons, rentals, and mountain guides for members and their guests.
Support in the development of the boat concierge program to that helps to schedule storage, servicing, detailing, fueling, and provisioning services, dock valet, and coordination of boat launch/retrieval and captained excursions.
Support in the development of the golf concierge programming to secure and coordinate tee times, transportation, bag and club storage, cart staging, and coordination of tee times, lessons, and pro shop services for members who play locally or at partner clubs.
Support in the development of concierge verticals suited to Homewood's mountain-and-lake setting, including fishing, hiking and mountain biking trail support and gear staging, equipment tuning and seasonal storage, wellness and fitness scheduling, kids' adventure club coordination, pet concierge services, dining and reservation concierge, holiday and special-event setup, and transportation coordination between mountain-side and lake-side venues.
Build and maintain SOPs, training guides, and quality checklists for each concierge service line, ensuring consistent execution across the Club Services Associate team.
Work collaboratively with Outdoor Pursuits, Wellness., Marina, Resort Services, and Facilities leadership to align concierge staffing, equipment, and inventory with seasonal demand and peak periods.
Gather feedback and usage data on concierge services, using insights to refine existing offerings and recommend new ones.
Support the rollout of new concierge services end to end, including staff training, member communication, and launch logistics.
Oversee the daily execution of member service duties, ensuring consistent, high-quality delivery.
Conduct quality control walkthroughs of club spaces and member-facing areas to confirm standards are being met.
Monitor member interactions and service delivery to ensure alignment with brand and service standards, coaching in real time where needed.
Perform daily department administration, including scheduling, timekeeping, and payroll input for the Club Services Associate team.
Prepare and distribute daily and weekly activity reports summarizing member service operations to leadership.
Support purchase orders and procurement in partnership with the Senior Manager of Member & Residential Services and the Director of Club Operations.
Maintain organized documentation of vendor agreements and service logs.
Partner with Sales & Marketing on member events, prospect visits, and property presentation standards.
Coordinate with the Homewood Facilities Team on maintenance escalations, vendor scheduling, and follow-up.
Communicate service gaps, safety concerns, and improvement opportunities to department leadership in a timely manner.
Respond to escalated member requests or service issues, ensuring timely, high-quality resolution.
Uphold and model exceptional member-focused service, setting the standard for the team's daily execution.
Step in to support Club Services Associate duties directly during peak periods or as needed.
Other duties as assigned.