Member Services Resort Operations Manager

About the position

The Operations & Member Services Manager is responsible for overseeing the daily operations of the club, ensuring a seamless and exceptional experience for members and guests. This role places a strong emphasis on retail management, member engagement, and operational efficiency. The ideal candidate will be highly organized, detail-oriented, and passionate about delivering top-tier service while driving retail sales and club engagement.

Responsibilities

• Serve as the primary point of contact for members, addressing inquiries, complaints, feedback, and suggestions promptly and professionally.
• Design, implement, and monitor member programs that increase engagement, satisfaction, and retention.
• Partner with club leadership to ensure the club environment remains welcoming, inclusive, and aligned with the community culture and values.
• Plan and execute events and promotions that show appreciation for members.
• Supervise the front desk services to ensure smooth operations including membership inquiries, check-ins, guest relations, and general administrative duties.
• Provide leadership and training to staff to ensure they maintain the highest standards of service and efficiency.
• Develop and implement policies and procedures to streamline operational workflows.
• Assist with scheduling and payroll administration for frontline staff.
• Collaborate with resort and other operational teams to ensure a seamless experience for members and guests.
• Lead the development and management of departmental budgets.
• Closely monitor the club's financial performance by tracking key metrics.
• Implement cost-control strategies while identifying new revenue-generating opportunities.
• Collaborate with the marketing team to design and execute campaigns.
• Utilize various communication channels to keep members informed and engaged.
• Oversee all aspects of the club's retail operations.
• Ensure that the retail offerings are aligned with the club's brand and member preferences.
• Develop and manage relationships with vendors and suppliers.
• Train, coach, and mentor staff on advanced retail sales techniques.
• Monitor inventory levels, track sales trends, and manage stock replenishment.

Requirements

• Certification from a recognized tennis organization (e.g., USPTA, PTR, or equivalent).
• Bachelor's degree with emphasis in Hospitality, Retail Management, or a related field preferred.
• Minimum of 3-5 years of experience in operations, retail management, or member services.
• Strong understanding of retail operations, inventory control, and sales strategies.
• Exceptional customer service skills with the ability to build strong relationships.
• Proven leadership experience in managing teams and driving performance.
• Proficiency in Microsoft Office, point-of-sale systems, and club management software.
• Ability to work flexible hours, including weekends and holidays.

Benefits

• Competitive Medical and Dental programs through Anthem Blue Cross Blue Shield.
• Vision insurance programs through EyeMed.
• Vacation, Sick and Holiday programs.
• Pet insurance through the ASPCA.
• Supplemental, Spousal and Child Life insurance.
• Short and Long-Term Disability plans.
• 401(k) Savings Plan with matching funds.
• Discounts through 'YouDecide' and Hotel Room Discount programs.
• DailyPay, a voluntary benefit that allows access to earnings.