Job description

Swim Club Services Manager

Full-Time/Exempt/Salaried

Job Summary:

The Club Services Manager will be responsible for assuring member, guest, and customer satisfaction by providing superior customer service. This person will oversee the customer service process to ensure that members, guests, and customers are satisfied. This person will manage the membership database software and maintain up-to-date membership records. The Club Services Manager will develop and implement programs and activities to increase membership. This position oversees membership staff and reports to the Club Manager.

Responsibilities:

· Manage membership database software and demographic information;

· Produce end of month reports;

· Develop and implement programs and activities to recruit and cultivate new members, guests, and customers and enhance service offerings including the creation of new member, guest, and customer benefits;

· Develop and implement strategies for retention of existing members, guests, and customers and solicit regular feedback;

· Develop, update, and distribute Membership Guides and Calendars and oversee mass mailings;

· Hire, train, supervise, schedule, and evaluate staff including lifeguards, member services and other staff;

· Develop and update policies, procedures, and manuals for service staff;

· Manage uniform inventory and equipment and ensure organization and proper storage;

· Lead and support staff while equipping them with the knowledge and resources needed to perform their functions in a variety of service styles;

· Actively participate in day-to-day operations and event management and assume opening or closing manager role as assigned;

· Manage pool operations under the guidance of Club Manager;

· Maintain rule enforcement of member and guest interaction;

· Assist with Club emergencies and pool incidents;

· Assist with Club security;

· Assist with Club events;

· Oversee marketing directives and strategies;

· Create newsletters, event posters, and weekly announcements;

• Develop content and update PADONIA’s blog, website, and social media channels;
• Maintain marketing, advertising, office supplies and equipment needs throughout the year;

· Assist in the preparation of annual budget to increase profitability; monitor performance against budget; and recommend corrective actions as necessary to ensure that budget goals are met;

· Ensure neatness, cleanliness, and safety of facilities;

· Conduct staff meetings and attend management meetings;

· Follow established proven procedures, collaborating with members and employees to ensure success;

• Observe working conditions to ensure adherence to service standards, compliance standards, seeking out opportunities for improvement;
• Work with vendors and partners to adapt and evolve operations to ensure seamless experiences;
• Take initiative to use experience to improve service performance;

· Follow all safety and health guidelines as outlined by the company; and,

· All other duties as assigned or required.

Qualifications:

· Bachelor's degree;

• Minimum of 5 years of relevant experience;
• Minimum of 2 years of leadership experience;

· Strong Membership/Customer Service/Sales background;

· Valid drivers’ license;

· TIPS, Serv Safe, CPR / First Aid / AED, pool operators, lifeguard certification and crowd control training;

· Submit to pre-placement background check with favorable results; and,

• Ability to work weekdays, evenings, weekends, and holidays as required.

Skills

· High level of initiative and thrives in fast paced, multi-faceted environment;

· Team oriented with excellent leadership and motivational skills;

· Ability to multitask and delegate;

· Excellent customer service skills with ability to identify opportunities;

· Excellent organizational, time management, and planning skills and capable of analyzing data;

· Ability to understand financial aspects of an operation;

· Ability to develop, implement, and manage budget;

· Excellent verbal and written communication skills;

· Creative and understands the importance of visual presentation and attention to detail;

· Proactive at problem solving, finding creative solutions, and making decisions;

· Proficient in Microsoft Office Suite;

· Professional and diplomatic;

· Commitment to diversity, encouraging an inclusive work environment that supports workforce diversity and diverse perspectives; and,

· Safety focused with ability to recognize safety warnings.

Environmental Conditions and Physical Expectations:

· Must stand, walk, bend, crouch, kneel, reach, and climb continuously;

· Ascend/descend stairs and ladders;

· Lift, move, push, and carry 50lbs frequently;

· Work with tools and equipment;

· Must be able to work in both indoors and at outdoor venues that include a variety of weather conditions including hot or cold temperatures; and,

· Ability to work weekdays, evenings, weekends, and holidays as required.

In accordance with company policy, reasonable accommodations will be made for any qualified employee to perform the essential functions of the employee’s position, absent undue hardship to the company.

Employment is “at will,” meaning your employment is for no definite term or period of time, and either you or the company may terminate the employment relationship at any time, with or without cause, and with or without notice.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 5 years

Shift:

• Day shift
• Evening shift

Weekly day range:

• Weekend availability

Ability to commute/relocate:

• Cockeysville, MD 21030: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Preferred)

Experience:

• relevant: 5 years (Required)
• leadership: 2 years (Required)

License/Certification:

• driver's license (Required)

Work Location: One location

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