Club Administration Manager

Summary

The Club Administration Manager is responsible for managing and enhancing the overall member journey while ensuring the efficient operation of the club's technology systems that support membership, reservations, communication, and engagement. This role is responsible for selecting and managing the concierge staff to provide elevated, high-touch, and proactive concierge service, and also works closely with the Director of Club Memberships and department heads to deliver exceptional service standards and seamless experiences for members.

This position combines hospitality, member engagement, and club software management to ensure that members feel connected, valued, and fully engaged with the club's offerings.

• Procure and manage the appropriate concierge team members to provide professional, elevated, high-touch, and proactive concierge service.

• Serve as the main point of contact to members, along with the concierge team, to provide information and assistance regarding club services, programs, events, reservations, and all account inquiries, including billing questions, and respond promptly and professionally.

• Oversee the club's technology platforms used for member services and operations.

• Proactively reach out to new and out-of-town members to inform them of club activities and events to encourage club engagement and participation, and provide opportunities for introduction to other members.

• Actively promote events and programs to members on-site at the club and through email and phone communication to increase participation.

• Manage appropriate communication to member feedback, concerns, and service issues.

• Foster strong relationships with members and ensure a welcoming, service-oriented club culture.

• Monitor and enhance the member experience from onboarding through long-term engagement, and develop initiatives that increase member participation and retention, and use data insights to improve member experiences and operational efficiency by tracking participation/usage (member events, golf, skiing, clubhouse).

• Coordinate with Director of Club Memberships and other department heads to ensure consistent and exceptional service across all club areas.

• Communicate all necessary onboarding information to new members and order member cards from concierge.'Conduct onboarding follow-ups with members to ensure member satisfaction and engagement.

• Manage all membership account billing and work closely with A/R in the accounting department. Research and provide backup on charges in question. Process credits/refunds/adjustments as necessary on club billing accounts. Manage auto-pay and process one-time credit card payments on account.

• Oversee member account aging balances and collects past due account payments. Liaison between members and accounting department.

• Communicate and meet with prospective and new members to give information and tours when Director of Club Memberships is unavailable.

• Works with club and resort staff to streamline systems as much as possible to effectively, efficiently, and accurately communicate to/with the members.

• Provide input and assistance with website management and maintenance, club events, and clubhouse management when necessary.

• Provides brainstorming and input for team decisions and best practices, as well as reports and presentations for club leadership as necessary.

• Adheres to Telluride Ski & Golf policies and procedures.

• Maintains knowledge of and adheres to Skier Responsibility Code and Colorado Skier Safety Act.

This job is responsible for hiring and supervising the concierge staff.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Bachelor's Degree and minimum of three years related experience - membership services, club management, customer service, sales, accounting, etc.

Ability to communicate effectively with members and resort staff in a friendly, respectful, and straightforward manner at all times, in person and in written communication. Ability to execute member requests and resolve issues in a timely, efficient, effective, and creative manner. Also must be able to read, analyze, and interpret…