Details – Hospitality, Sports, Leisure is the platform responsible for managing the Hospitality, Sports, and Leisure areas of Arrow Global in Portugal. It oversees the management of major hotel units located in Vilamoura, Carvoeiro, Lagos, Albufeira, Aroeira, and Madeira, as well as golf courses and equestrian centers.
The Member Services Manager will be responsible for ensuring high-quality support and service for our club members and guests. The ideal candidate will possess a blend of hospitality expertise, management experience, and outstanding interpersonal skills to lead our team effectively.
Key Responsibilities:
* Supervise and manage the Membership Support Services and Club Concierge Services teams.
* Oversee club and company reporting, ensuring accuracy and timeliness.
* Coordinate and facilitate training programs for team development.
* Lead improvement and innovation initiatives to enhance club operations.
* Handle purchasing and budget management tasks.
* Maintain department budget; communicate financial updates with the Club Controller monthly.
* Schedule and oversee team member activities, including daily and weekly meetings for the Membership Support Services (MS) team.
* Produce monthly MS reports, morning reports, and daily summaries.
* Conduct biannual one-to-one meetings and annual reviews for team members.
* Ensure memorable experiences for members and prospects in collaboration with Sales Services.
* Personalize prospect visits and member celebrations through handwritten notes.
* Oversee team performance during Activation Tours and coordinate reservations and activities as requested.
* Build and nurture relationships with club members, ensuring their satisfaction is a top priority.
* Facilitate new member orientations and manage member profile updates.
* Create and maintain club calendars, guides, and brochures in both print and electronic formats.
* Collaborate with the Operations team to design “WOW moments” for members and guests.
* Communicate with the corporate team and assist other departments as needed.
* Support Membership Support Services administrative functions and ensure timely responses to phone calls and emails.
* Be responsible for the annual budget planning and management.
Key Qualifications
* A four-year college degree in Communications, Management, Marketing, or Hospitality, or equivalent experience.
* At least three years of successful experience as a manager in the hospitality or service industries.
* Proficiency in Microsoft Word, Excel, and PowerPoint.
* Strong customer service skills.
* Ability to cooperate effectively with others and manage multiple tasks with attention to detail.
* Critical thinking, decision making, and problem-solving capabilities.
* Ability to influence, lead, and delegate tasks effectively.
* Excellent communication skills, both written and verbal.
* Adaptability and efficiency under pressure.
* Resilience and the ability to manage stressful situations gracefully.
Location
* Vilamoura
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