Member Services Manager

Member Services Manager - The Hermitage Club

The Member Services Manager is responsible for ensuring excellence in the everyday experience of existing members through leadership of frontline service teams, cross-departmental coordination, and strategic process improvements. This role is essential in sustaining The Hermitage Club’s reputation for exceptional hospitality by driving internal service standards, optimizing workflows, and building a cohesive and empowered service team.

Key Responsibilities

Member Experience Leadership

• Lead and manage frontline service teams who are the first point of contact for members inside the club.
• Champion the member journey post-onboarding—ensuring daily service touchpoints are personalized, responsive, and reflective of the Club’s standards.
• Develop and enforce service protocols for in-lodge hospitality, transportation coordination, locker management, and concierge requests.

Service Team Supervision

• Recruit, train, and schedule a year-round team of service professionals focused on hospitality and operational support.
• Conduct team briefings, enforce grooming and performance standards, and maintain staff engagement throughout high and low seasons.
• Facilitate ongoing education for team members in areas such as club culture, communication, and luxury hospitality etiquette.

Operations & Process Improvement

• Monitor and refine daily operational flows in service hubs, including lobby areas, arrival/departure services, and communication desks.
• Maintain clear internal SOPs (standard operating procedures) to ensure consistency and quality.
• Troubleshoot and resolve real-time logistical issues impacting the member experience.

Service Integration & Cross-Departmental Collaboration

• Partner with Food & Beverage, Facilities, Activities, and Spa departments to ensure seamless execution of service experiences.
• Coordinate behind-the-scenes logistics during peak days (e.g., valet service, shuttle flow, locker access) in alignment with events or seasonal programming.
• Act as a liaison between members and club departments to resolve day-of service challenges promptly.

Feedback & Quality Control

• Collect, analyze, and respond to informal member feedback and anecdotal insights—turning service pain points into actionable improvements.
• Implement low-friction surveys or on-the-spot service assessments to maintain a pulse on member sentiment.

Internal Reporting & Metrics

• Track and report on KPIs including team response times, incident resolution, and hospitality-related service breakdowns.
• Provide post-season reports identifying process wins, challenges, and recommendations for improved operational readiness.

Qualifications

Education

• Bachelor’s degree in Hospitality Management, Business Administration, or equivalent experience preferred.

Experience

• 4 years in luxury hospitality, resort guest services, or private club operations with supervisory experience.
• Background in internal operations or facilities coordination a plus.

Skills

• Excellent leadership, coaching, and team development abilities.
• Strong communication skills with the ability to manage service delivery in real-time under pressure.
• Highly organized with attention to detail and the ability to prioritize tasks efficiently.

Work Environment & Physical Requirements

• Must be available weekends and holidays during the winter season and high-volume club events.
• Able to work indoors and outdoors in various weather conditions.
• Capable of walking and standing for extended periods and lifting up to 30 lbs occasionally.

Why Join Us?

• Influence the heart of the member experience at one of Vermont’s premier private resorts.
• Be a culture builder for a dedicated and professional service team.
• Gain hands-on experience in luxury operations and hospitality leadership with opportunities for career growth.

Salary : $60,000 - $70,000