Member Services Supervisor

About the role

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In this role, you will support and oversee the daily operations of the Member Services department to provide unparalleled experience and service to our members and guests

The Madison Club is open during the winter & spring season, and this role will be for a full time, seasonal need from October 2026 - June 2027. Preferred candidates will have a flexible schedule, be able to work weekends & holidays, and understand that time off requests will not be honored during March or April (key event/ festival months).

Key Responsibilities

• Assist and oversee the daily operation of Member Services.
• Work closely with the Member Services Manager to uphold expected services levels.
• Carry out any special projects deemed necessary by the Manager.
• Oversee staff performance and coach and council staff as needed.
• Assist with reservations, itineraries, travel, entertainment tickets, and general requests.
• Oversee maintenance of the game room, movie theater, and organized workspace while assisting members and guests.
• Answer incoming club phones and transfer where needed.
• Maintain and update member app as well as additional various systems.
• Assist with club communication to membership.
• Promote club events to membership.
• Assist members with specific questions and requests.
• Update member profiles.
• Greet members and guests by their last name.
• Must be able to work extended hours and holidays.
• Must be able to perform other duties as assigned by the Manager.

Qualifications

• High school diploma or equivalent. College degree preferred.
• At least 2 years of prior hospitality experience, customer service, and telephone experience.
• 1-2 years' experience in a supervisory role.
• Must have an outgoing & well-spoken personality and be able to clearly interact verbally with members and guests.
• Must be responsible, dependable, outgoing, and friendly, as well as patient and courteous with members/guests and other co-workers.
• Must be able to take direction and complete tasks without the need for managerial follow-up.
• Must be efficient, detail oriented.
• Must have strong communications skills.
• Must be self-motivated without supervision and able to think on their feet.
• Must learn member names and use them as greeting members.
• Must have professional appearance and grooming.
• Must follow dress code/uniform policies.
• Operate a computer, copier, and other office equipment.
• Experience with Word, Excel, Power Point, Canva, Email, and a willingness to learn new computer programs that the Club utilizes.
• Must be prepared to go above and beyond normal expectations on a daily basis as pertaining to the membership and their requests.

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 (25) pounds.

Benefits

• Competitive Pay
• Medical, Dental, and Vision Benefits
• 401k Contribution
• Paid Time Off and Paid Holidays
• Employee Meals, Referral Incentives, and Recognition Programs
• Professional development and upward mobility opportunities
• Work-Family Culture

"The Company's good faith estimate of the hourly rate it expects to pay for this role is $25-$26 and is based on applicable and specialized experience and location."