Senior Member Services Associate

3 days ago

Singapore TANGLIN CLUB Full time
Roles & Responsibilities

Primary Roles for Senior Member Services Associate:


Rostering/Staffing:

  • Develop and manage staff schedules to ensure optimal coverage and efficiency.
  • Coordinate with HR to address staffing needs, including recruitment and training.
  • Monitor and adjust staffing levels based on operational requirements and peak times

Follow-Up on Junior Staff Work and Operations:

  • Oversee and review the performance of junior staff, providing guidance and feedback.
  • Conduct regular check-ins to ensure tasks are completed accurately and on time.
  • Address any performance issues and provide additional training or support as needed.

Grooming Checks and SOP Compliance:

  • Conduct regular grooming and appearance checks to ensure all staff adhere to the Club’s dress code and grooming standards.
  • Ensure that all staff follow Standard Operating Procedures (SOPs) and uphold the Club’s service standards.
  • Implement and enforce SOP updates and changes as necessary, ensuring all staff are trained and compliant.

Process Improvement and Reporting:

  • Identify areas for improvement in front office operations and implement strategies to enhance efficiency and guest satisfaction.
  • Prepare and present reports on front office performance, including staff productivity, guest feedback, and operational metrics.
  • Collaborate with other departments to develop and implement new initiatives or changes.

Training and Development:

  • Develop and conduct training programs for new and existing staff to ensure they are knowledgeable about procedures and service expectations.
  • Stay updated on industry trends and best practices, incorporating relevant information into training and development programs.

Secondary Responsibilities Front Office Role:


Greeting and Welcoming:

  • Warmly greet and welcome members and guests upon arrival or during phone interactions.
  • Provide a friendly and professional first impression of the Club.

Customer Service:

  • Answer inquiries in a knowledgeable and courteous manner.
  • Provide accurate information about Club facilities, services, and events.
  • Assist with special requests and ensure customer satisfaction.

Record Keeping:

  • Maintain and update member records and ensure accuracy.
  • Handle and process payments efficiently and accurately.

Communication:

  • Communicate effectively with members, guests, and other staff members.
  • Ensure clear and concise information is relayed during interactions.

Problem Solving:

  • Address and resolve member and guest concerns promptly and professionally.
  • Escalate issues to the appropriate department or manager when necessary.

Administrative Duties:

  • Perform general administrative tasks such as filing, data entry, and guest registration.
  • Assist with other duties as required to support the Member Services team.

Guest Room Reservations Management:

  • Handle and process room reservations accurately and efficiently via phone, email, or in-person.
  • Update reservation systems with booking details, changes, and cancellations.
  • Confirm reservation details with guests and provide necessary information regarding check-in/check-out times and policies.

Arrival Coordination:

  • Prepare for guest arrivals by ensuring that rooms are ready and meet quality standards.
  • Greet guests upon arrival, check them in, and provide key information about the room and facilities.
  • Address any special requests or requirements before or upon arrival.

Departure Procedures:

  • Facilitate smooth check-out processes, including handling payments and reviewing guest bills.
  • Address any concerns or issues raised during departure and ensure that all charges are accurate.
  • Conduct final room inspections to ensure cleanliness and readiness for the next guest.

Tell employers what skills you have

Customer Service Skills
Front Office
Excellent Communication Skills
Management Skills
Leadership
Microsoft Office
Strong Attention To Detail
Customer Experience
Problem Solving
Administration
Pressure
Communication Skills
Customer Satisfaction
Team Player
Customer Service
Initiative

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