What are the responsibilities and job description for the Member Experience Manager position at Discovery Land Company?
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to apply internally.This role will be located at one of Discovery Land Company’s locations: Silo Ridge Field Club, set outside of Amenia, New York.
Silo Ridge Field Club is seeking a full time, year-round Member Experience Manager to join the Member Services Department.
The Member Experience Manager will strive to create an environment where members and staff strengthen their relationships by sharing authentic, inspiring experiences, and creating memories our members will cherish throughout their lives and across generations. In this role, you will be part of creating the Discovery Land Company experience for our members and fellow employees.
Key Responsibilities
- Provide a safe, inclusive community and supporting culture of well-being where families are free to enjoy amenities of the club.
- Manage the Member Services team including scheduling, hiring, training, and performance management, while ensuring the team is support the service culture for member, guests, and staff.
- Lead club communications through varietal mediums, including personal relationships, email, Pacesetter app, and website.
- Ensure proper coverage to create a seamless service experience while maintaining proper budgetary consciousness and processes.
- Create and oversee daily operating procedures for department.
- Coordinate transportation needs, reservations, and activities for members, guests, and create itineraries for prospects/visitors and with appropriate departments.
- Define the the Member Experience in each amenity area, coordinating with department leads to ensure a consistent sequence of service.
- Distribute reports and files related to department, including daily report on onsite activity and up-to-date forecast of visits and special requests.
- Create and update written communication and visual guides including calendars, amenity lists, staff listing, bios, and photos.
- Work closely with Sales to create exceptional experiences for prospects/visitors.
- Work with General Manager and Public Relations team to promote positive experiences, including photography.
- Coordinate with or assist other departments as needed.
Qualifications
- College degree in hospitality, communications/marketing, or public relations preferred. High school diploma or equivalent required.
- Three - five years of prior hospitality experience, customer service, and telephone experience. 1 year or more in Supervisory role.
- Prior experience and proven success in a leadership role in the hospitality or service industry is strongly preferred.
- Experience in managing direct reports in accordance with a common goal, achieving both service results and budgetary alignment.
- Experience and knowledge to operate computer and club communication platforms including TEI, Jonas, Club Essentials, Pacesetter (club app), and Adobe InDesign.
Additional Requirements
- 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 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.
- Flexibility and ability to pivot to new projects and a desire to work in a fast-paced environment.
Benefits
- $70,000.00 - $80,000.00 annually
- Medical, Dental, and Vision Benefits (Full-Time Year Round Only)
- 401k Contribution (Full-Time Year Round Only)
- Paid Time Off and Paid Holidays (Full-Time Year Round Only)
- Employee Meals, Referral Incentives, and Recognition Programs
- Holiday Pay
- Professional development and upward mobility opportunities
- Work-Family Culture
About Us
Silo Ridge Field Club is a private, gated community situated on 850 acres in New York’s scenic Hudson Valley. Near the towns of Millbrook and Amenia and just two hours outside of Manhattan, this exclusive community is comprised of 300 residences; a world-class 18-hole Tom Fazio-designed golf course; an equestrian center and activity barn; a state-of-the-art fitness center and field house for sports; wellness, and recreational facilities; and Discovery’s renowned Outdoor Pursuits program. Silo Ridge promises near-limitless possibilities for unforgettable family recreation. At Silo Ridge, our employees use their personal talent, passion, and resources to meaningfully integrate with diverse cultures and communities. All while providing the highest level of member and guest services and contributing to the creation of unforgettable experiences. For more information about our club, please visit:
https://siloridge.com/
Discovery Land Company is a U.S.-based real estate developer and operator of private residential club communities and resorts with a world-renowned portfolio of domestic and international properties. The mission of Discovery Land Company is to create one-of-a-kind environments that provide individuals and families the freedom, security, and resources to learn, grow, and play in some of the most beautiful places in the world. For more information about our company, please visit:
http://www.discoverylandco.com
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Salary : $70,000 - $80,000
