Member Services Specialist

Job Details

Level

Entry

Job Location

HILLWOOD - NASHVILLE, TN

Position Type

Part Time

Education Level

High School

Salary Range

$18.00 - $18.00 Base+Commission/month

Travel Percentage

None

Description

Position Title: Member Services Specialist

Department: Administration

Reports To: Director of Communications / Member Relations Specialist

Employment Status: Part-Time

FLSA Status: Exempt

Pay Rate: $18/hour plus 3% to-go order commission

Position Summary

Hillwood Country Club is seeking a friendly, energetic, motivated, outgoing, and detail-oriented member services specialist for a full-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 3:30 PM – 9:00 PM, Tuesday – Saturday, with additional time available on Saturday.

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.
• Special services coordination
• 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 and mobile app.
• 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 and social media posts 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.
  
  

Qualifications

MINIMUM QUALIFICATION (KNOWLEDGE, SKILLS, AND ABILITIES)

• High school diploma or equivalent
• Previous experience in a receptionist, server, or hostess role, preferably in a private club or upscale hospitality setting a plus.
• Excellent communication skills, both verbal and written.
• Exceptional customer service and interpersonal skills.
• Proficiency in using office software, such as Microsoft Office or club management software.
• Professional appearance and demeanor.
  
  

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The Member Services Specialist works at the front desk in a professional setting within the club. The role may require flexibility in working hours, including evenings, weekends, and holidays, to accommodate club events and member needs.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions.

• Must be able to sit/stand for 8 hours; bend, push, pull, lift 30lbs.
• Proficient in computer skills including POS systems (Clubessential a plus), Word and Excel.
• Professional appearance appropriate for premier club.
  
  

Compensation & Benefits

We offer a comprehensive benefits package including:

• Competitive Wage – Commensurate with experience + commission on all to go orders
• Retirement Benefits –HCC offers a 401(k) plan and tiered matches retirement contributions up to 4% of the first 5% of employee contributions.
• Other Benefits – HCC offers employee discounts on retail, employee meals, cell phone allowance, and an annual holiday distribution.