Club Operations Supervisor

POSITION REQUIREMENTS:

Must be well groomed and adhere to dress code/uniform and personal appearance standards defined in the associate handbook.
• Must be friendly and outgoing with a professional demeanor.
• Ability to work alone during certain parts of the day.
• Must be available to work weekends, holidays, and possibly overtime.
• Must be punctual each workday per their scheduled time.

POSITION EXPECTATIONS AND RESPONSIBILITIES:

Member Services & Engagement:

• Serve as the primary point of contact for members, addressing inquiries, complaints, feedback, and suggestions promptly and professionally. Ensure all member interactions are positive and foster long-term relationships.
• Design, implement, and monitor member programs that increase engagement, satisfaction, and retention.
• Partner with club leadership to ensure the club environment remains welcoming, inclusive, and aligned with the community culture and values. Regularly collect feedback from members to assess their needs and expectations.

Club Operations & Administration:

• Supervise the front desk services to ensure smooth operations including membership inquiries, check-ins, guest relations, and general administrative duties.
• Provide leadership and training to staff to ensure they maintain the highest standards of service and efficiency, while encouraging a positive and motivating work environment.
• Develop and implement policies and procedures to streamline operational workflows, increase productivity, and improve service delivery to both members and guests
• Collaborate with resort and other operational teams to ensure a seamless and cohesive experience for members, guests, and event participants across the entire facility.

Retail Management:

• Assist in all aspects of the club's retail operations, from merchandise selection and product sourcing to inventory management and pricing strategies.
• Ensure that the retail offerings are aligned with the club's brand and member preferences.
• Maintain optimal inventory levels through regular tracking of stock levels, monitoring sales trends, and adjusting reordering schedules to prevent stockouts or excess inventory.
• Train, coach, and mentor staff on advanced retail sales techniques, upselling opportunities, and customer service best practices to enhance the member shopping experience.
• Monitor inventory levels, track sales trends, and manage stock replenishment to prevent shortages or overstock.

PERFORMANCE FACTORS:

• Retail Sales Growth & Inventory Management: Drive consistent retail sales growth while ensuring efficient inventory management that supports the club's financial goals. Proactively address sales trends and adjust strategies to optimize profitability.
• Member Satisfaction & Retention: Deliver exceptional member service through personalized attention and tailored services, ultimately increasing satisfaction, engagement, and retention rates.
• Operational Efficiency & Team Leadership: Enhance operational workflows and maintain a high standard of service by fostering a collaborative team environment. Develop and support staff, ensuring they are trained and motivated to excel in their roles.
• Attendance/ Punctuality and Dependability: Depended upon to report to work at the scheduled time, is seldom absent from work, and keeps unplanned absences to a minimum. The Employee follows company policy of reporting/planning absences and going through the correct channels to request time off. Completes work in a timely, accurate and thorough manner, is conscientious about assignments and deadlines.

• Teamwork and Flexibility: Ability to help and share knowledge or expertise with others. Responds and adapts positively to new ideas, requests, and/or changing situations. Provides meaningful feedback and responds well to constructive criticism.
• Communication and contact: Communicate effectively both verbally and in writing with superiors, colleagues, and individuals inside and outside the company. Presents information and expresses ideas in a clear, concise, and in a well-organized manner; demonstrates grammatical prose when drafting letters, memoranda, and other forms of written communication. Listens attentively and provides appropriate feedback to ensure understanding.
• Relationships with others: Provides cooperative, responsive, and courteous service to clients and staff. Exhibits a professional and courteous demeanor and responds positively, yet quickly to special requirements or circumstances; works to maintain constructive working relationships.
• Initiative and Productivity: Initiates work activities, seeks responsibility, and makes efforts to improve knowledge and skills. The Employee thinks along original lines, finds new and effective ways of doing jobs, and makes suggestions for improvements. The volume of work consistently done in relation to the volume considered to be a standard requirement of the job. Accuracy, attention to detail, thoroughness, and neatness.
• Judgment and Analytical Ability: Seeks clarification when unsure. Knows when to consult and when to act independently. Keeps supervisor informed of status and potential problems. Correctly determines work priorities and treats confidential information appropriately.

QUALIFICATIONS:

Actively Listening - Give full attention to what managers, supervisors, coworkers, and clients are saying, taking note to understand the points being made, asking questions as appropriate. Determine the needs of your clients by actively listening to provide an exceptional product and experience.

Speaking - Clearly communicate with managers, supervisors, and colleagues. Clearly communicate with clients to produce a great product and experience.

Time Management - Manage the time you have with your clients/group to deliver an effective product in the time provided. Efficiently manage the time you have on assigned tasks.

Critical Thinking - Follow safety protocols. Make sound decisions regarding safety issues related to weather, changing conditions, animals, and client behaviors.

Oral Expression - The ability to communicate information and ideas in specific terms that others will understand.

Problem Sensitivity - The ability to recognize that there is a problem and determine the best course of action to remedy the issue; whether handling it yourself or notifying a supervisor or manager.

Written Comprehension - The ability to read and understand information that is presented in writing.

Oral Comprehension - The ability to listen to and understand information as it is presented through spoken words and sentences.

Communication - Ability to communicate and work with a variety of ages and skill levels.

Teamwork- The desire and ability to work in a cooperative, team-oriented atmosphere.

Education and Experience:

• Bachelor's degree with emphasis in Hospitality, Retail Management, or a related field preferred.
• Minimum of 1-3 years of experience in operations, retail management, or member services, preferably in a club, resort, or hospitality setting.
• Strong understanding of retail operations, inventory control, and sales strategies.
• Exceptional customer service skills with the ability to build strong relationships with members and guests.
• Proven leadership experience in managing teams and driving performance.
• Proficiency in Microsoft Office, point-of-sale systems, and club management software.
• Ability to work flexible hours, including weekends and holidays, based on club operations.

WORKING CONDITIONS:

Work hours may include days and evenings on weekdays and weekends. Work hours may extend longer than the standard 8-hour workday. Works primarily in an outdoors environment. Will be exposed to outdoor elements including constant sun exposure and occasional rain.

PHYSICAL REQUIREMENTS:

• Ability to stand, walk, and move around the club for extended periods.
• Capability to lift and carry up to 30 lbs. when handling inventory or setting up events.
• Comfortable working in both indoor and outdoor environments.

HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you!

For your physical and mental wellness we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed. Our Vacation, Sick and Holiday programs are available for you to rejuvenate with time off. HEI also provides pet insurance through the ASPCA. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future. Specific details and eligibility of these programs vary by location and employment status.

Work today, get paid today! We proudly partner with DailyPay, a voluntary benefit that allows our associates access to their earnings when they want them.

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Applicants with arrest or Conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance and the California Fair Chance Act.

Applicants in Massachusetts: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.