Membership Services Manager

Corporate Office • Bretton Woods, NH

13d

About The Position

The role of the Membership Services Manager is to provide quality customer service to members, potential members, and guests who utilize the Mount Washington Alpine & Country Club. Our team members enjoy a wealth of benefits and perks, including: Comprehensive healthcare coverage with options for medical, dental, and vision plans. Paid time off for relaxation and rejuvenation. Financial security through a 401(K) matching plan and pre-tax Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA). A great voluntary benefits program that includes: critical illness, hospital indemnity, and accident coverage, life and AD&D insurance, legal services, and identity theft protection, access to whole life insurance, telemedicine, and pet insurance. Complementary Golf, Skiing and Riding. Discounts on dining, retail, and spa services, as well as savings on ski, golf rentals, and other activities. Support services including an Employee Assistance Program (EAP), TravelConnect for emergencies while traveling, and adoption services. Join us and thrive in an environment where your well-being is valued and supported.

Requirements

• High School Diploma or GED, plus one year relevant experience or an equivalent combination of training, experience, and/or education.
• Must have excellent interpersonal skills.
• Must provide excellent service to internal and external customers.
• Must have exceptional oral and written communication skills.
• Must be attentive to detail.
• Must have excellent computer skills and be familiar with Microsoft Office.
• Must be able to work a flexible schedule including weekends and holidays.

Responsibilities

• Create an overall “experience” for our Members whether in person, over the phone, or email through use of positive language and professional courtesy.
• Receive correspondence from our Members and handle requests per Resort Standards.
• Learn, familiarize, and sell the various amenities and services on the Resort.
• Oversees member accounts and member account billing.
• Coordinates all special events and activities working closely with Activities & Events Department to ensure quality programming.
• Assists with the development of innovative programs/activities, coordinates and implements activities for special events, social programs, and corporate groups.
• Maintains communications with all departments throughout the resort regarding special events, working closely with the Banquet and Set-up departments to ensure smooth, properly scheduled events.
• Handles all inquiries from Members in relation to special events.
• Works closely with the Marketing Department for the promotion of all activities and special events, flyers, signage and posters. To include Member Only E-Newsletter, Member Only Website, and Social Media outlets.
• Initiates and completes mailings for event information, promotion and registration (if needed)
• Responsible for generating Banquet Event Orders, spec sheets, agendas, check requests, special lodging requests and all other necessary paperwork for activities and special events.
• Maintains files for each special event, including lectures, artists, entertainers, etc.
• Maintains an inventory of props, supplies, signage, and equipment used for activities and events.
• Evaluates and summarizes each special event and follows up with the appropriate executives in a timely and accurate manner.
• Attends Resort Activities and Events meetings when applicable to ensure good communication on what the Members will benefit from/be restricted from for Resort specific events.
• Contributes to team effort by accomplishing related results as needed.
• Acts as a member of a team, to accomplish the goal of providing an excellent customer service experience for our Members to encourage additional Membership participation and sign up.
• Proficiency at using our property management system as well as other vertical application software to enhance the overall experience.
• Work in conjunction with various other departments including Activities & Events, Accounting, Sales, Conference Services, Food & Beverage, Housekeeping, Ski Area Operations, housekeeping, and maintenance to ensure all procedures and policies are being met to enhance overall Member experience.
• Work in high paced, busy environment that changes hourly, daily, weekly, and monthly depending on the mix of business (Members and their guests make up) for that day.
• Contributes to team effort by accomplishing related results as needed.

Benefits

• Comprehensive healthcare coverage with options for medical, dental, and vision plans.
• Paid time off for relaxation and rejuvenation.
• Financial security through a 401(K) matching plan and pre-tax Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).
• A great voluntary benefits program that includes: critical illness, hospital indemnity, and accident coverage, life and AD&D insurance, legal services, and identity theft protection, access to whole life insurance, telemedicine, and pet insurance.
• Complementary Golf, Skiing and Riding.
• Discounts on dining, retail, and spa services, as well as savings on ski, golf rentals, and other activities.
• Support services including an Employee Assistance Program (EAP), TravelConnect for emergencies while traveling, and adoption services.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees