Club Operations Manager

About Us

At Claremont Resort & Club, we believe that exceptional hospitality starts with extraordinary people. For over a century, our iconic resort has set the standard for luxury and service in the Bay Area. We take pride in creating memorable experiences for our guests—and a rewarding, inclusive workplace for our colleagues. Situated on 22 acres in the Berkeley and Oakland Hills, Claremont Resort & Club seamlessly blends its rich 19th-century history with the modern day to offer the very best of the Bay Area. Guests dine with friends at Limewood, relax at our urban oasis, The Spa at the Claremont, and discover total wellness at The Club at the Claremont- all while taking in the breathtaking views of the San Francisco Bay.

Overview

The Operations & Member Services Manager is responsible for overseeing the daily operations of the club, ensuring a seamless and exceptional experience for members and guests. This role places a strong emphasis on retail management, member engagement, and operational efficiency. The ideal candidate will be highly organized, detail-oriented, and passionate about delivering top-tier service while driving retail sales and club engagement.

Responsibilities

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 m