Position Title: Member Services Specialist
Department: Administration
Reports To: Director of Communications / Member Relations Specialist
Employment Status: Full-Time
FLSA Status: Exempt
POSITION SUMMARY
Hillwood Country Club is seeking a friendly, energetic, motivated, outgoing, and detail-oriented member services specialist for a part-time role at the Club's front desk. HCC is a private club with a focus on providing exceptional hospitality to our members and their guests. This position is the first voice and face of Hillwood that begins the experience for a member, guest, staff, or vendor. The hours will be 3:45-9:00 PM Tuesday-Saturday and 9:00 AM-7:00 PM on Sunday.
ABOUT HILLWOOD COUNTRY CLUB
Hillwood Country Club is a private, member-owned, country club located in Nashville, Tennessee. The club offers championship golf, outdoor and indoor tennis, competition swimming pool, state-of-the-art fitness, fine dining, banquet facilities, and social member events in a family-friendly environment. The Clubhouse is open six days per week, 12 months per year, with a brief shutdown at the beginning of January.
Located 2 miles northeast of the main campus is Hillwood Country Club’s Whitworth Campus, which is home to indoor and outdoor tennis courts, pickleball courts, a lap swimming pool, and auxiliary fitness center. Hillwood Country Club members have access to both campuses. Ancillary membership programs are offered specifically for the Whitworth campus.
WEBSITE: www.hillwoodcc.org
OVERVIEW OF HILLWOOD COUNTRY CLUB
- Established in 1953
- The Club is organized as a 501(c)(7), not for profit organization
- 12 Board Members; 3-year Term
- 600 Resident (Golf) Memberships, 250 Social Memberships, 1,000 Total Memberships
- Average age of Membership is 56
- $16.1M Gross Revenue Volume
- $6.4M Annual Dues Volume
- $4.5 F&B Revenue
- 29,000 Annual Golf Rounds
- 300 Employees (FT/PT/Seasonal) in season
- Clubessential POS System
MEMBER SERVICES SPECIALIST OVERVIEW
The Member Services Specialist works closely with the management team to ensure the first impression of Hillwood Country Club is well represented. This front desk position serves as the first point of contact for members and guests of the club and plays an important role in ensuring that every member, guest, and vendor is greeted with sincerity and offered a warm goodbye. This person is available to answer questions about dining hours, golf information, membership inquiries, coordinate Togo orders and serves as club concierge going above and beyond to make sure members are informed and understand different aspects of the club. The Member Services Specialist acts as liaison to various departments for the membership. The Member Services Specialist is responsible for providing exceptional customer service, managing inquiries, reservation requests for dining, and assisting with various administrative tasks to ensure a seamless and welcoming experience for all.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Greet and welcome members, guests, and vendors in a friendly and professional manner.
- Answer all incoming calls and direct them to the appropriate department or individual.
- Provide information about club facilities, services, and upcoming events.
- Help maintain the employee email distribution list.
- Reservation Management and Take-Out Service Coordinator.
- Assist in coordinating Drop and Dine services.
- Special services coordination (car detailing).
- Security monitoring and acting as liaison to alert security about any issues that may arise.
- Assist members and guests with any special requests or inquiries.
- Maintain cleanliness and orderliness of the reception area.
- Monitor and control access and dress code into the club, by ensuring rules are being followed.
JOB TASKS
- Answering multi-line phone calls within 3 rings and directing accordingly.
- Manage reservation system, ensuring accurate and efficient scheduling.
- Confirm reservations and communicate details effectively to all relevant departments.
- Maintain accurate records of reservations, cancellations, and member preferences using reservation software or database systems.
- Work with Club management to ensure dining rooms and events are booked to an appropriate capacity.
- Assist with dining take-out process by either transferring to appropriate outlet or entering the order in the Club’s Point-of-Sale system.
- Update daily F&B specials on the member website.
- Assist F&B team with creation of buffet labels, event menus, etc. when necessary.
- Emailing an employee daily report highlighting the day’s activity at the club and other important staff news.
- Assisting the Communications Director with email marketing, event flyers and other projects.
- Assist with event photography when necessary.
- Distributing mail and accepting deliveries, notifying departments when arrive.
- Screening calls for administrative staff.
- Assist with tasks as instructed by management team.
- Maintains office equipment to include filling the copy machine with paper every morning; phone system, copy machine and postage machine upkeep.
- An average of 35 hours or more per week is required.
