Summary

The Member Relations Manager is responsible for managing the Member experience at No. 7 & No. 9. This position works directly with the Operations Manager, Course No. 7 and Course No. 9 in ensuring timely and appropriate communication utilizing tools that assist in the delivery of the benefits and services promised at the time of enrollment. The Member Relations Manager fosters relationships and is instrumental in driving the Member process – both Member/Member and Member/Employee. He/she champions systems/processes to help new Members develop relationships, experience personalized service, cultivate Member recognition, join Clubs within the Club and committees, and participate in events that enriches their lives. The Member Relations Manager is responsible for hiring, training, developing, managing the No. 9 Club Reception department and No. 9 Housekeeping department.

EDUCATION And/or EXPERIENCE

Bachelor’s Degree – Prefer Hospitality Management, Business Administration, Marketing, Economics and/or CMAA certification and a minimum of one year related experience; or an equivalent combination of education and experience.

Essential Duties And Responsibilities

This position involves driving a company vehicle and/or company insured vehicle. A valid driver’s license is required, along with successful completion of a pre-employment Motor Vehicle Report (MVR) and annual MVRs, according to company guidelines. Follow safe, defensive driving practices at all times, obey all traffic laws, regulations, signals and markings, use a seat belt, and follow Company policies and procedures, including the Substance Abuse Policy. Never drive while under the influence of drugs, alcohol or medications that may impair your ability to operate a vehicle safely, report any accidents immediately and cooperate fully with insurance claims investigations.
Process departmental payroll, assist in budgeting, and assist in Club projects.
Plan and create exciting and relevant Member events and activities at No. 7&9 based on membership demographics and requests of the membership.
Work with Club’s Food and Beverage Department to create and maintain function sheets and event files for each Member event, tradition and other promotions to include but not limited to entertainment contracts, P&L forecasts, and event floor plans. Attend events and functions to facilitate warm welcomes at registration as well as ensure proper execution of events.
Function as the Club representative on various Member committees including but not limited to Social/Programming committee, Welcoming Committee, Retention Committee and the Board of Governors.
Act as liaison between Signature team with the Club groups and the Main Club. Work together to determine dates, times and specific needs for each group’s function and input detailed information into Visual One far enough in advance for ample notification for Department Heads, specifically the F& B Operation Manager/Executive Chef.
Responsible for submitting membership information and participating in the distribution of Member communication such as, but not limited to Weekly e-blasts, website updates, monthly newsletters, both electronic and printed, statement stuffers, digital displays, 3D displays, fliers, cart signs, posters, letters and postcards sent to Members and any other Member communication tool. Responsibility extends to maintaining the Signature membership social media accounts and using that avenue to connect with members.
Partner with Membership Department at No. 9 on New Member Orientations, New Member “Welcome” Receptions and a process designed to acclimate and connect new Members within the first year. Specific areas of responsibility for Member Relations Manager include, but are not limited to, New Member orientation, Welcome Committee call/letter, New Member mixer, spend review, and facilitation of one year anniversary letter/call.
Act as an extension of the Member Relations, Membership and Private Events Departments in obtaining prospective Member referrals.
Build lasting and strong relationships with vendors and communicate the Club’s service standards.
Have knowledge of and implement incident and service recovery procedures for both Member/Guests and Employees.
Assist fellow Employees, Members and Guests to ensure delivery of service without being directed. Be aware of team members and the environment and participate as a member of the team.
Notify Pro Manager and/or department head(s) of Member/Guest complaints at the time they occur. Rectify, practicing service recovery, any complaints as soon as possible.
Must be able to interact with Members/Guests professionally, helping them with changes and last minute requests as needed.
Assist Pro Manager and Club Reception in management of National Cottages and Rentals.
Because of the fluctuating demands of the Club’s operation, it may be necessary that each Employee perform a multitude of different functions; therefore, as an essential part of your job, you will be expected to help others when the occasion arises, just as other Employees are expected to help you. Accordingly, you may be expected to perform other tasks as needed that are not included in the above accountability list.
Be knowledgeable of the following, but not limited to:
Club hours of operation, services, amenities, technology and business features
Guest policies
Basic Membership and private event information
Club menus, dress code and ambiance
Club special events and newsletter
Website access
Adhere to all of the various company, club and department written mandatory standards of operations, policies and procedures, manuals, memos, oral instructions, etc., all of which go to make up the essential functions of the job.
Ability to communicate effectively with proper grammar.
Ability to work well under pressure, coordinating multiple tasks at any given time.
Responsible for maintaining good conduct and safe working habits while in all work areas. Observe all safety and security procedures. Use equipment and material properly. Report potentially unsafe conditions
Attendance at daily line-up and participating as requested.
Wear neat attire that follows property standards daily
In this position you will be expected to be available to work in various locations depending on business levels. In addition, you will be expected to work holidays wherever needed even if your primary location is closed.

Supervisory Responsibilities

This position is responsible for supervising the Club Reception department.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit, stand; walk; use hands to finger, handle, or feel; talk or hear. The employee must frequently lift and/or move up to 50 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Pinehurst Resort

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Member Relations Manager-No. 7 & No. 9-Exempt