Member Services Resort Operations Manager

Member Services & Engagement:

Serve as the primary point of contact for members, addressing inquiries, complaints, feedback, and suggestions promptly and professionally. Ensure all member interactions are positive and foster long-term relationships.
• Design, implement, and monitor member programs that increase engagement, satisfaction, and retention. This includes the creation of member-centric events, loyalty programs, and tailored services.
• Partner with club leadership to ensure the club environment remains welcoming, inclusive, and aligned with the community culture and values. Regularly collect feedback from members to assess their needs and expectations.
• Plan and execute events and promotions that show appreciation for members, including exclusive offers, special member-only events, and seasonal celebrations. Align these efforts with the club's core mission and values to reinforce a sense of community.

Club Operations & Administration:

• 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, while encouraging a positive and motivating work environment.
• Develop and implement policies and procedures to streamline operational workflows, increase productivity, and improve service delivery to both members and guests.
• Assist with scheduling and payroll administration for frontline staff, ensuring proper staffing levels to meet the needs of club operations. Regularly evaluate staff performance to support development and goal setting.
• Collaborate with resort and other operational teams to ensure a seamless and cohesive experience for members, guests, and event participants across the entire facility.

Financial & Sales Management:

• Lead the development and management of departmental budgets, ensuring effective allocation of resources and financial sustainability in both retail and member services operations.
• Closely monitor the club's financial performance by tracking key metrics such as retail sales revenue, membership growth, and operational costs.
• Implement cost-control strategies while identifying new revenue-generating opportunities.
• Regularly assess and recommend adjustments to pricing, sales promotions, and club programming to meet revenue targets while ensuring member satisfaction and competitive positioning.

Marketing & Communications:

• Collaborate with the marketing team to design and execute campaigns that promote retail products, special events, membership benefits, and other club offerings.
• Utilize various communication channels, such as email newsletters, social media platforms, and the club's website, to keep members informed and engaged with ongoing events, promotions, and new products.
• Work with designers and vendors to create exclusive branded merchandise and marketing collateral that reinforces the club's brand identity and appeals to member interests.
• Track the success of marketing efforts, analyze member participation and engagement, and adjust strategies to ensure continuous growth and visibility.

Retail Management:

• Oversee all aspects of the club's retail operations, from merchandise selection and product sourcing to inventory management and pricing strategies.
• Ensure that the retail offerings are aligned with the club's brand and member preferences.
• Develop and manage relationships with vendors and suppliers to secure high-quality products at competitive prices.
• Maintain optimal inventory levels through regular tracking of stock levels, monitoring sales trends, and adjusting reordering schedules to prevent stockouts or excess inventory.
• Train, coach, and mentor staff on advanced retail sales techniques, upselling opportunities, and customer service best practices to enhance the member shopping experience.
• Develop and implement merchandising strategies to maximize retail revenue and enhance the member shopping experience. This includes creating visually appealing displays and promoting seasonal products.
• Monitor inventory levels, track sales trends, and manage stock replenishment to prevent shortages or overstock.

PERFORMANCE FACTORS:

• Retail Sales Growth & Inventory Management: Drive consistent retail sales growth while ensuring efficient inventory management that supports the club's financial goals. Proactively address sales trends and adjust strategies to optimize profitability.
• Member Satisfaction & Retention: Deliver exceptional member service through personalized attention and tailored services, ultimately increasing satisfaction, engagement, and retention rates.

• Operational Efficiency & Team Leadership: Enhance operational workflows and maintain a high standard of service by fostering a collaborative team environment. Develop and support staff, ensuring they are trained and motivated to excel in their roles.
• Financial Responsibility: Demonstrate effective budget management, cost control, and financial planning to support the profitability and sustainability of club operations.
• Marketing & Communication Success: Lead successful marketing initiatives that boost brand awareness, enhance member engagement, and support club programming efforts. Regularly assess the effectiveness of promotional campaigns and adjust for maximum impact.Top of FormBottom of Form

• Attendance/ Punctuality and Dependability: Depended upon to report to work at the scheduled time, is seldom absent from work, and keeps unplanned absences to a minimum. The Employee follows company policy of reporting/planning absences and going through the correct channels to request time off. Completes work in a timely, accurate and thorough manner, is conscientious about assignments and deadlines.

• Normal Work Schedule: Flexible to accommodate 5, 9.5-hour workdays or another variation of 47.5 hours per week with extensive overtime during peak business periods, 30 minutes for lunch unpaid.

• Teamwork and Flexibility: Ability to help and share knowledge or expertise with others. Responds and adapts positively to new ideas, requests, and/or changing situations. Provides meaningful feedback and responds well to constructive criticism.
• Communication and contact: Communicate effectively both verbally and in writing with superiors, colleagues, and individuals inside and outside the company. Presents information and expresses ideas in a clear, concise, and in a well-organized manner; demonstrates grammatical prose when drafting letters, memoranda, and other forms of written communication. Listens attentively and provides appropriate feedback to ensure understanding.
• Relationships with others: Provides cooperative, responsive, and courteous service to clients and staff. Exhibits a professional and courteous demeanor and responds positively, yet quickly to special requirements or circumstances; works to maintain constructive working relationships.

• Initiative and Productivity: Initiates work activities, seeks responsibility, and makes efforts to improve knowledge and skills. The Employee thinks along original lines, finds new and effective ways of doing jobs, and makes suggestions for improvements. The volume of work consistently done in relation to the volume considered to be a standard requirement of the job. Accuracy, attention to detail, thoroughness, and neatness.

• Judgment and Analytical Ability: Seeks clarification when unsure. Knows when to consult and when to act independently. Keeps supervisor informed of status and potential problems. Correctly determines work priorities and treats confidential information appropriately.

Skills:

• Actively Listening - Give full attention to what managers, supervisors, coworkers, and clients are saying, taking note to understand the points being made, asking questions as appropriate. Determine the needs of your clients by actively listening to provide an exceptional product and experience.
• Speaking - Clearly communicate with managers, supervisors, and colleagues. Clearly communicate with clients to produce a great product and experience.
• Time Management - Manage the time you have with your clients/group to deliver an effective product in the time provided. Efficiently manage the time you have on assigned tasks.
• Critical Thinking - Follow safety protocols. Make sound decisions regarding safety issues related to weather, changing conditions, animals, and client behaviors.

Abilities:

• Oral Expression - The ability to communicate information and ideas in specific terms that others will understand.
• Problem Sensitivity - The ability to recognize that there is a problem and determine the best course of action to remedy the issue; whether handling it yourself or notifying a supervisor or manager.
• Written Comprehension - The ability to read and understand information that is presented in writing.
• Oral Comprehension - The ability to listen to and understand information as it is presented through spoken words and sentences.
• Communication - Ability to communicate and work with a variety of ages and skill levels.
• Teamwork- The desire and ability to work in a cooperative, team-oriented atmosphere.

Education and Experience:

• 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, preferably in a club, resort, or hospitality setting.
• Strong understanding of retail operations, inventory control, and sales strategies.
• Exceptional customer service skills with the ability to build strong relationships with members and guests.
• 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, based on club operations.

HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you!

For your physical and mental wellness we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed. Our Vacation, Sick and Holiday programs are available for you to rejuvenate with time off. HEI also provides pet insurance through the ASPCA. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future. Specific details and eligibility of these programs vary by location and employment status.

Work today, get paid today! We proudly partner with DailyPay, a voluntary benefit that allows our associates access to their earnings when they want them.

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Applicants with arrest or Conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance and the California Fair Chance Act.

Applicants in Massachusetts: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.