Director of Member Services

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This role will be located at one of Discovery Land Company’s locations: Austin Surf Club, set outside of Austin, TX.

Austin Surf Club is seeking a Director of Member Services to join the Member Services Department.

The Director of Member Services strives 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 Director of Member Services will lead the department in providing impeccable member and guest services, while working with the Regional VP of Operations, General Manager, Project President, Sales Team, and 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

• 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 supporting the service culture for members, guests and staff.

• Lead club communications through varietal mediums, including personal relationships, email, Pacesetter app and the website.

• Ensure proper coverage to create a seamless service experience while maintaing 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 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.
• Ensure the team is providing the highest level of service to members/guests through inspection, training, and coaching.
• Provide exceptional service and communication at all times with members/guests and team members.
• Make sure member services and valet schedules have adequate coverage for all shifts.
• Approve/Deny all unpaid and paid time off requests. Review and approve weekly payroll.
• Monitor and issue attendance infraction in accordance with department policy.
• Create and oversee daily operating procedures for department.
• Create and update list of trusted local area vendors, stores, and services to recommend to members/guests. Act as lead "Concierge" for the club, with strong ties and connections in Austin.

• Meet members/guests upon arrival and departure.

• Find solutions to "areas of opportunity" when observed, brought to the attention by Members, Residents, Visitors, or directed by leadership.
• Use strategy to minimize unnecessary purchases/expenses, monitor FTE’s and labor - adjust as necessary based on business demands.
• 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.

• Help plan, coordinate and manage branded events including member events on and off property, prospecting events across the world, charity events and lifestyle activations.

• Work with vendors, venues, and partners to deliver elevated experiences that reinforce the brand's position.
• 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.
• Act as primary liaison between security and operations.
• Coordinate with or assist other departments as needed.
• Other duties as assigned.

Qualifications
• Bachelor Degree in Marketing, PR or Communications (preferred).
• Five (5) to seven (7) years of prior supervisor or management experience and proven success in the hospitality, guest service industry, or resort is strongly preferred.

• Knowledge of the surfing industry and surfing culture (preferred).

• Experience partnering and/or working with a Sales & Marketing teams a plus.

• Strong project management skills; highly organized with keen attention to detail.

• Experience plannin