Member Services Manager, Driftwood Downtown

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This role will be located at one of Discovery Land Company’s locations: Driftwood Downtown, located in Austin, TX.

Driftwood Downtown is seeking a Member Services Manager to join the Member Services Department.

The Member Services 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. The Member Services Manager will lead the department in providing impeccable member and guest services, while work with the other department leaders to ensure seamless guest experiences. In this role, you will be part of creating the Discovery Land Company experience for our members and fellow employees.

Key Responsibilities
• Works directly with the management team to develop strategy for all concierge and member services, entertainment aspects, and helps with the development and implementation of programs.
• Provide exceptional service and communication at all times with members/guests and team members.

• 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.

• Create or provide reports and files related to department, including daily report on onsite activity and up-to-date 10-day forecast of visits and special requests.

• Use strategy to minimize unnecessary purchases/expenses, monitor FTE's and labor - adjust as necessary based on business demands.

• Coordinate transportation needs, reservations, and activities for members, guests, and create itineraries for prospects/visitors and with appropriate departments.

• Plan and execute all Driftwood Downtown events, including initial and follow up meetings, reservations, BEO's, rental logistics, set up, operation and break down.

• Central resource for all club and local activities.

• Create and regularly update member profiles and preferences.

• Create and update written communication and visual guides including calendars, amenity lists, staff listing, bios, and photos.

• Coordinate and lead prospective member tours, sales, paperwork, approval process and member processing.

• Maintains the "Vibe" of the club consistent with Driftwood and Discovery Land Company standards.

• Manage the social media presence in accordance with the standards set from Driftwood and Discovery Land Company marketing.

• Oversees retail sales, inventory, stocking and selling in tandem with the Driftwood retail buyer.

• Coordinate with or assist other departments as needed.

• Other duties as assigned.


Qualifications
• High school diploma or equivalent. College degree in hospitality, communications/marketing, or public relations preferred.
• At least 2 years of prior hospitality experience, customer service, and telephone experience.
• 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.

Benefits
• Competitive Pay or Wage Range
• Medical, Dental, and Vision Benefits
• 401k Contribution
• Paid Time Off and Paid Holidays
• Employee Meals, Referral Incentives, and Recognition Programs
• Ho