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Senior Member Services Associate

2 months ago

Singapore TANGLIN CLUB Full time
Job Summary

We are seeking a highly skilled and experienced Senior Member Services Associate to join our team at TANGLIN CLUB. As a key member of our front office team, you will be responsible for providing exceptional service to our members and guests, ensuring a seamless and memorable experience.

Key Responsibilities
  • Staff Scheduling and Management
    • 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.
  • Junior Staff Oversight and Development
    • 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 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.
  • Front Office Operations
    • 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 and Administration
    • Maintain and update member records and ensure accuracy.
    • Handle and process payments efficiently and accurately.
  • Communication and Problem Solving
    • Communicate effectively with members, guests, and other staff members.
    • Ensure clear and concise information is relayed during interactions.
    • Address and resolve member and guest concerns promptly and professionally.
  • Guest Room Reservations and Arrival Coordination
    • 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.
  • 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.
    Requirements
    • Excellent communication and interpersonal skills.
    • Strong attention to detail and organizational skills.
    • Ability to work in a fast-paced environment and prioritize tasks effectively.
    • Knowledge of customer service principles and practices.
    • Experience in a front office or customer-facing role.
    • Ability to work independently and as part of a team.
    • Strong problem-solving and conflict resolution skills.
    • Ability to maintain confidentiality and handle sensitive information.