Club Operations Associate

Club Operations Associate

The Club Operations Associate is a front desk and member services professional the first face a member sees when they arrive and the last impression they leave with. This role is responsible for executing the daily rhythm of front desk operations with consistency, warmth, and precision: welcoming members by name, managing access and check-in, handling communications, and supporting the concierge functions that make Club life feel effortless. This is a member-facing role where presence, professionalism, and reliability are non-negotiable. You are not behind the scenes you are the desk. You set the tone for every arrival, own the responsiveness of every call and message, and serve as the operational anchor that members and teammates depend on throughout the day. Success in this role looks like a desk that runs clean and confident, members who feel recognized and well-served from the moment they walk in, and a team that trusts you to hold the standard when leadership is not in the room.

Essential Responsibilities

Member Arrival & Recognition

Welcome every member and guest with a warm, genuine greeting by name when known, and with the attentiveness that makes them feel expected.

Manage member check-in and access control accurately and efficiently; verify membership status and ensure all access policies are followed without exception.

Register and log guest visits in accordance with Club guest policies; communicate guest fees or access guidelines professionally and clearly.

Anticipate member needs at arrival offer information, assistance, or direction before it has to be asked for.

Manage member departures with the same care as arrivals; every interaction from entry to exit reflects the Club's standard.

Front Desk Operations

Own the day-to-day execution of front desk operations: opening readiness, shift handoffs, desk presentation, and closing standards every shift, every time.

Manage all inbound communication phone calls, emails, and in-person inquiries with professionalism, accuracy, and timely follow-through.

Maintain accurate member records and transaction logs; process charges, reservations, and account updates using Club management software.

Keep the front desk and member-facing areas clean, organized, and presentation-ready at all times; the desk is a reflection of the Club's standards.

Maintain and follow shift checklists, operational SOPs, and desk playbooks; contribute to their improvement when gaps are identified.

Escalate member concerns, access issues, or operational problems to the Member Services Manager promptly and with the right context.

Member Concierge & Support

Support members with reservations, program inquiries, class scheduling, and navigation of Club and hotel amenities make the Club feel easy to use.

Maintain current, working knowledge of all Club programming, events, amenities, and services; communicate that knowledge clearly and with confidence.

Assist with member onboarding touchpoints ensure new members receive a warm introduction to the Club, its offerings, and how to engage.

Coordinate with fitness, aquatics, tennis, spa, and hotel partners to answer member questions and facilitate seamless experiences across the property.

Support service recovery when needed: listen, acknowledge, act, and follow through so the member feels taken care of then loop in leadership.

Membership Communications

Respond to member communications promptly and in a voice consistent with the Club's tone warm, clear, and professional.

Assist with distributing member communications, event reminders, and program updates as directed by Club leadership.

Maintain clean, accurate records of member interactions, follow-ups, and service notes; documentation is part of the standard.

Operational Discipline & Team Standards

Arrive on time, in proper uniform, and ready to execute the desk is the first impression and must always be covered and composed.

Support teammates during peak periods, shift transitions, and coverage gaps; this is a team that holds the line for each other.

Comply with all Club policies, California labor and safety requirements, and applicable privacy and access control standards.

Perform all assigned duties with care and accountability; take ownership of your shift and the experience it delivers.

Qualifications

Prior experience in a front desk, reception, member services, or hospitality role required; private club or luxury hospitality experience strongly preferred.

Genuine service orientation you take pride in doing the job right, you notice the details others miss, and you hold yourself to a high standard.

Strong interpersonal skills warm, composed, and professional across all interactions, whether with a longtime member or a first-time guest.

Clear, confident communicator in person, over the phone, and in writing; you represent the Club in every exchange.

Reliable and consistent members and teammates depend on you to show up and perform at a high level every shift.

Proficiency with club management software, point-of-sale systems, or reservation platforms; experience with Book4Time, PeopleVine, or similar systems preferred.

Comfortable with Microsoft Office and standard workplace technology; ability to learn Club systems quickly.

Flexible availability including early mornings, evenings, weekends, and holidays the Club's busiest times are when your presence matters most.

Ability to stand and move throughout the work area for the duration of a shift.

Benefits

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.

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.