Senior Manager of Member & Residential Services

Discovery Land Company•Homewood, CA

24d•$80,000 - $96,000

About The Position

Join the Discovery family, where quality and service are at the heart of everything we do! This role will be located at one of Discovery Land Company’s locations: Homewood Mountain Resort, set on the West Shore of Lake Tahoe in Homewood, California. Homewood is seeking a Senior Manager of Member & Residential Services to join the Club Operations Department. Reporting to the Director of Club Operations, the Senior Manager plays a key role in delivering an exceptional lifestyle experience for members and their guests. This position oversees the communication, coordination, and execution of Member and Residential Services, ensuring a seamless and highly personalized experience across all touchpoints. This role builds strong relationships with members by anticipating needs, coordinating experiences, and ensuring homes and club spaces are prepared to the highest standards. The position serves as the primary liaison between members, club departments, and service providers, ensuring clear communication, accountability, and consistency in service delivery. Working closely with team members of Club Operations, Sales & Marketing, Food & Beverage, and department leaders, this role helps bring the Discovery Land Company experience to life for our members and team. Lead Member & Residential Services staff including scheduling, hiring, training, and performance management. Ensure the team is providing the highest level of service to members/guests through inspection, training, and coaching. Develop and maintain policies and procedures with best-in-class hospitality standards. Oversee daily operations, staffing coverage, payroll approvals, and attendance management. Collaborate across departments to ensure seamless service delivery. Identify and resolve service gaps with urgency and professionalism. Serve as a primary point of contact for members and guests, always delivering exceptional service. Coordinate member experiences including reservations, activities, transportation, and personalized itineraries. Oversee transportation logistics for members, guests, and visitors. Welcome and engage members and guests upon arrival and departure. Maintain detailed member profiles, preferences, and visit history. Manage member communications including calendars, amenity guides, and informational materials. Produce daily reports, activity summaries, and forward-looking visit forecasts. Support Sales by coordinating prospect visits and experiences. Build, lead, and develop the Club Concierge Team as the hub of member experience coordination. Establish service standards, communication protocols, and response expectations. Train and coach the team to deliver proactive, anticipatory service from pre-arrival through departure. Oversee concierge systems including reservations, itineraries, requests, and follow-up communication. Ensure consistency across all touchpoints to deliver a seamless member journey. Serve as the primary liaison between homeowners, housekeeping, maintenance teams, and vendors. Coordinate residential services including housekeeping, home readiness, and special requests. Communicate with members regarding home preparation, arrival readiness, and departure follow-up. Oversee pre-arrival and post-departure processes to ensure homes meet member specifications. Inspect completed work to ensure service standards are met. Maintain property profiles, service schedules, and residence-specific preferences. Coordinate vendor services and maintain a trusted network of local providers. Assist with rental program coordination in partnership with Member Services and Accounting. Develop and maintain homeowner guides and residence documentation. Coordinate communication around preventative care schedules with maintenance teams (this role does not manage maintenance work directly). Maintain a curated network of trusted vendors, services, and local experiences. Support club operations and special events as needed. Perform additional duties as assigned.

Requirements

Minimum of five (5) years of leadership experience in hospitality, private club, or service-driven environments.
Strong organizational, communication, and relationship management skills.
Valid driver’s license in good standing
Professional demeanor with exceptional interpersonal and communication skills.
Proficiency with computer systems, communication platforms, and reservation tools.
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 calm and focused during the busiest of times.
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.

Nice To Haves

Experience in luxury hospitality, property management, or hotel operations preferred.
CPR, First Aid, and AED Certification preferred.
Ability to read, write, speak, and understand English; additional languages preferred.

Responsibilities

Lead Member & Residential Services staff including scheduling, hiring, training, and performance management.
Ensure the team is providing the highest level of service to members/guests through inspection, training, and coaching.
Develop and maintain policies and procedures with best-in-class hospitality standards.
Oversee daily operations, staffing coverage, payroll approvals, and attendance management.
Collaborate across departments to ensure seamless service delivery.
Identify and resolve service gaps with urgency and professionalism.
Serve as a primary point of contact for members and guests, always delivering exceptional service.
Coordinate member experiences including reservations, activities, transportation, and personalized itineraries.
Oversee transportation logistics for members, guests, and visitors.
Welcome and engage members and guests upon arrival and departure.
Maintain detailed member profiles, preferences, and visit history.
Manage member communications including calendars, amenity guides, and informational materials.
Produce daily reports, activity summaries, and forward-looking visit forecasts.
Support Sales by coordinating prospect visits and experiences.
Build, lead, and develop the Club Concierge Team as the hub of member experience coordination.
Establish service standards, communication protocols, and response expectations.
Train and coach the team to deliver proactive, anticipatory service from pre-arrival through departure.
Oversee concierge systems including reservations, itineraries, requests, and follow-up communication.
Ensure consistency across all touchpoints to deliver a seamless member journey.
Serve as the primary liaison between homeowners, housekeeping, maintenance teams, and vendors.
Coordinate residential services including housekeeping, home readiness, and special requests.
Communicate with members regarding home preparation, arrival readiness, and departure follow-up.
Oversee pre-arrival and post-departure processes to ensure homes meet member specifications.
Inspect completed work to ensure service standards are met.
Maintain property profiles, service schedules, and residence-specific preferences.
Coordinate vendor services and maintain a trusted network of local providers.
Assist with rental program coordination in partnership with Member Services and Accounting.
Develop and maintain homeowner guides and residence documentation.
Coordinate communication around preventative care schedules with maintenance teams (this role does not manage maintenance work directly).
Maintain a curated network of trusted vendors, services, and local experiences.
Support club operations and special events as needed.
Perform additional duties as assigned.