Membership Manager

About Us:

The Pickleball Club, headquartered in Sarasota, FL is a developer of premier membership based one of a kind indoor pickleball clubs in the state of Florida. The Company is well underway with its plans to develop 15 facilities across the state of Florida with its strategy to take advantage of the significant unmet demand for quality indoor sports facilities across Florida. Our first state-of-the-art facility is now open and operating in Lakewood Ranch. We are now seeking a Membership Manager for our St Lucie West Club opening in the 2nd quarter of 2024.

TPC is a new exclusive private club experience for pickleball enthusiasts of all levels. TPC prides itself on providing world-class facilities and service to our members and their guests. TPC is a full-service club with 12 indoor pickleball courts, 2 outdoor covered courts, and 2 bocce courts. We offer a suite of member benefits including member concierge services, engaging member events and in-house instructional professionals. Pickleball is the fastest growing sport in the United States and TPC is the leader in the market.

Position Summary

The Membership Manager will be responsible for all club concierge and membership duties and oversee all responsibilities related to the membership and concierge team. This person will be responsible interviewing, hiring, and training new club concierge members and will be the first point of contact for any member escalations at the concierge desk. . The concierge team will warmly greet members and their guests, answer their questions, and correctly direct incoming phone calls to the appropriate staff personnel.

We are looking for an energetic, organized, and self-motivated team player with the ability to provide exceptional hospitality service for our members and their guests. We are looking for a service professional with the ability to proactively anticipate the needs of our members and provide each member with personalized service based upon their needs. The Membership Manager will be responsible for ensuring the highest level of member and guest satisfaction by offering prompt, professional, courteous, and dedicated service. They are responsible for and dedicated to providing recognition, satisfaction, and value to the members and their guests while continuously improving efficiency, accuracy, productivity, and standards of service. They will promote club membership, programs, and services whenever the opportunity is presented.

Our first and foremost objective is ensuring our members, and their guests have an outstanding Club experience.

Job Type

Full-Time

Morning, Afternoons, Evenings and Weekends

Summary:

Membership Manager is responsible for overseeing all aspects of the concierge desk operations at The Pickleball Club. The Membership Manager will wok closely with the Membership Director to generate revenue by actively engaging guests, providing club tours, attending promotional events, and following up with prospects to enroll them in The Pickleball Club as new members. The role involves a combination of managerial, administrative, customer service duties, and earning new members. Here's a summary breakdown of responsibilities:

1. Management: Supervising and leading the concierge team, including hiring, training, scheduling, and performance management.
2. Member/Customer Service: Ensuring exceptional guest or member experiences by maintaining high service standards, handling inquiries, and addressing complaints or issues promptly and professionally.
3. Promotion: Assist the Membership Director in achieving membership goals, promoting events, instruction, retail sales, and the special promotion of events. You will be called upon to give tours, and answer questions and recruit prospective members.
4. Operations: Overseeing day-to-day operations at the concierge desk, including check-ins, check-outs, reservations, and managing court assignments.
5. Administration: Handling administrative tasks such as managing paperwork, maintaining records, managing reservations, and invoicing, and ensuring accuracy in transactions.
6. Communication: Liaising with other departments, such as, maintenance, programming, Pickles Café, Dinks Pro Shop, Event Manager, Marketing Specialist, controller’s office, and management, to ensure smooth coordination and resolving any interdepartmental issues that may arise.
7. Problem-solving: Being prepared to handle emergencies, complaints, or unexpected situations effectively and efficiently.
8. Technology & Systems: Managing reservation systems, ensuring proper use of technology at the front desk, and troubleshooting any technical issues.
9. Compliance: Ensuring compliance with all relevant policies, procedures, and regulations, including health and safety standards.

A successful Membership Manager needs strong leadership, excellent communication skills, the ability to multitask, and a commitment to delivering exceptional customer service. They should also be adept at handling various software systems used in the hospitality industry and have a good understanding of the overall club or property management operations.

Primary Responsibilities:

1. Interview, hire and train new club concierge team members.
2. Develop a cohesive concierge team, with consistent operational practices, procedures, and communication.
3. First point of contact for member & guest escalations at the concierge desk
4. Greet members and their guests in a friendly and professional manner, answer member questions and direct incoming phone calls to the correct department.
5. Accurately check members in and provide members with necessary information pertinent to their visit.
6. Support the Membership Director and other departments by promoting club membership, programs, goods, and services offered by the club.
7. Oversee court reservations using our automated booking systems.
8. Maintain a strong knowledge of TPC’s Calendar and communicate/promote upcoming event details accurately to members.
9. Resolve member concerns efficiently or escalate to the appropriate manager when needed.
10. Serve as a first and last point of contact for all members and guests arriving or departing the club.
11. Ensure all members and their guests are warmly acknowledged.
12. Process POS transactions.
13. Serve as a liaison between members and other club departments.
14. Maintain a consistent presence at workstation.
15. Maintain a clean and organized work environment.

Qualifications, Education and Experience

1. Minimum of High School Diploma or GED Equivalent
2. A minimum of 4 years’ experience in a customer facing hospitality environment such as luxury hotels, resorts, private club, or related field is required.
3. Proficiency with computer applications. Preference with reservations software and POS systems
4. Ability to make quick decisions to best serve our members and their guests.
5. Excellent conflict resolution skills
6. Professional demeanor with the ability to use independent judgement to quickly handle any customer service matters.
7. Must be able to apply principles of logical thinking to define problems, collect pertinent data, establish facts, and draw valid conclusions and initiate appropriate course of action.
8. Must be able to work at a fast pace, perform duties while under pressure and meet deadlines in a timely manner, to interact/communicate with other site employees, members, and guests in a professional and pleasant manner.
9. Friendly, energetic, and outgoing personality
10. Reliable, service driven, motivated team player.
11. Excellent attention to detail
12. Adaptive and flexible mentality
13. Ability to work well under pressure and multi-task.
14. Ability to accept constructive criticisms in a professional, expedient, and positive manner
15. Professional appearance always
16. Ability to pass a background check and a drug test.

Reporting: The Membership Manager reports to the Membership Director

Requirements:

1. Employees are required to be CPR/AED Certified or must complete in person training and obtain certification at their own cost within 30 days of employment.
2. The ability to lift 25 pounds regularly, squat and bend over regularly. carry out repetitive motions regularly, lift and carry awkward items, stand for length of shift
3. Must have a valid form of ID
4. Must be able to sit and stand for prolonged periods of time
5. Moderate noise level in the work environment
6. We are a Drug Free Workplace. Passing a drug test is a condition of employment.
7. Due to the cyclical nature of the industry, team members may be required to work varying schedules to reflect the needs of the property. In addition, attendance at all scheduled skill development sessions and departmental meetings is required.

The functions have been provided as examples of the types of work performed by employees assigned to this job classification. Management reserves the right to add, modify, change, or rescind the work of different assignment positions. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

EEO Statement:

The Pickleball Club is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, ancestry, national origin, citizenship status, military or veteran status, religion, creed, disability, sex, sexual orientation, marital status, medical condition as defined by applicable law, genetic information, gender, gender identity, gender expression, pregnancy, childbirth and related medical conditions, or any other characteristic protected by applicable federal, state, or local laws and ordinances.