Member Services Associate

Member Services Associate

Full-Time/Non-Exempt/Seasonal

Reports To: Club Services Manager

Job Summary:

The Member Services Associate is a multi-faceted position that will be responsible for Member & Guest Check In, Membership & Office Administration, Park Entrance Operations, Food & Beverage Service, and Events.

Responsibilities:

Front Entrance – Member & Guest Check In

• Accurately and efficiently check-in members and their guests while exuding and maintaining the highest level of "friendly but firm" customer service;
• Safely screen members and guests using the latest COVID protocols;
• Maintain knowledge of all Company information, policies, and procedures;
• Enforce all PADONIA policies and standards on a daily basis for safety and order;
• Address all comments and concerns and resolve all member & guest issues in a calm and professional manner;
• Maintain positive interaction with all members, guests, and fellow staff; and,
• Perform all other duties as assigned by Club leadership.

Front Desk – Membership & Office Administration

• Perform administrative duties including answering phone lines and handling customer inquiries;
• Create and maintain member accounts via membership database ensuring timely and effective communications;
• Evaluate all client concerns and perform any necessary tasks to improve client satisfaction;
• Maintain knowledge of all Company information, policies, and procedures;
• Enforce all PADONIA policies and standards on a daily basis for safety and order;
• Address all comments and concerns and resolve all member & guest issues in a calm and professional manner;
• Maintain positive interaction with all members, guests, and fellow staff;
• Perform all other duties as assigned by Club leadership.

Gatehouse – Park Entrance Operations

• Assist with phones and assigned administrative work;
• Provide additional office support such as, document management, data entry, word processing, etc.;
• As first point of contact, address members and guests in a friendly manner;
• Direct traffic and relay pertinent information to the appropriate departments;
• Safely screen employees, vendors, and visitors using the latest COVID protocols;
• Maintain knowledge of all Company information, policies, and procedures;
• Enforce all PADONIA policies and standards on a daily basis for safety and order;
• Address all comments and concerns and resolve all member & guest issues in a calm and professional manner;
• Maintain positive interaction with all members, guests and fellow staff; and,
• Perform all other duties as assigned by Club leadership.

Food & Beverage Service – The Grille & Windy Valley Farms

• Greet customers in an enthusiastic and professional manner;
• Possess detailed knowledge of menus, recipes, and ingredients;
• Accurately take and enter orders into POS system;
• Follow recipes to craft ice cream cups, cones, milkshakes, confections, and more;
• Handle cash, credit card, and member account transactions;
• Maintain knowledge of all Club information, policies, and procedures;
• Enforce all PADONIA policies and standards on a daily basis for safety and order;
• Keep all surroundings pristine and organized;
• Perform all assigned duties including, but not limited to, stocking and cleaning;
• Count money in cash drawers at the beginning and end of shifts to ensure that amounts are correct;
• Listen and resolve customer issues and notify a manager if needed; and,
• Answer customer questions, guide them, and provide relevant information about PADONIA.

General

• Support Events in a variety of roles;
• May perform administrative tasks for and assist other departments as needed;
• Assist management with member/guest rule enforcement, as needed;
• Assist with transporting members and guests via shuttle and directing traffic, as needed;

• Follow all safety and health guidelines as outlined by the company; and,
• All other duties as assigned or required.

Qualifications:

• Must be at least 18 years of age;
• High School Diploma or equivalent;
• Previous administrative and/or customer service experience; and,

• Submit to pre-placement background check with favorable results;

Skills

• Eager to learn and understand the organization and services provided;
• Computer literacy; working knowledge of all Microsoft applications; and ability to learn various software programs to efficiently carry out day-to-day operations;
• Excellent written, verbal, and interpersonal communication skills;
• Excellent math skills;
• A self-starter with the ability to anticipate issues and proactively problem solve;
• Accountable;
• Ability to remain focused and diligent, adhering to and enforcing company policies and procedures while ensuring member and guest satisfaction;
• Detail oriented;
• Team player with commitment to reaching common goals;
• Fun-loving, energetic, motivated, and organized;
• Efficiently complete tasks, accurately and timely;
• Proven experience with multi-tasking and working with multiple people, priorities, and timelines;
• Demonstrated flexibility and professionalism (including image) in an environment where change is constant;
• Enthusiastic and positive attitude, strong work ethic, demonstrated desire to provide excellent customer service with strong follow through;
• Must be willing to take direction from managers and supervisors; and,
• Ability to pass background check.

Environmental Conditions and Physical Expectations:

• Must stand, walk, bend, crouch, kneel, reach, and climb continuously;
• Ascend/descend stairs and ladders;
• Lift, move, push, and carry 50lbs frequently;
• Work with tools and equipment;
• Must be able to work in both indoors and at outdoor venues that include a variety of weather conditions including hot or cold temperatures; and,
• Ability to work weekdays, evenings, weekends, and holidays as required.

Certain tasks may be performed that will involve exposure to confidential and sensitive information; Member Services Associates must understand the importance of maintaining the confidentiality of sensitive information;