Member Services Associate

Job Description

Job Description

Join our growing team in a high-end, resort environment!

Job Title: Member Services Associate

Department: Member Services- Operations

Location: Fairfield, Texas

Status: Full-Time, Non-Exempt

Pay Class: Hourly

Pay Rate: Based on Experience

Overtime Eligible: Yes

Work Schedule: Flexible

Supervisory Role: No

Reports To: Operations Manager

Relocation Assistance : No

Remote/Telework Eligible: No

Travel Required: No

About Us:

Freestone is a luxury lake and golf club encompassing the largest privately owned lake in the United States. Set upon 5,000 acres of open water, rolling hills and Savannah Post Oaks, Freestone provides a generational retreat for family and friends halfway between Dallas and Houston.

The breathtaking property provides water-front golf at a championship level, trophy bass fishing, boating without public access, and all of the activities and amenities a family should expect from a world-class, private resort.

Fairfield, Texas provides the quintessential Lonestar State experience where everyone is family. Fairfield is vibrant, culturally diverse, and rooted in good old fashioned Central Texan tradition. We believe in hard work, good food, and a wide range of festivals. Our community is a short drive to College Station-Texas A&M University, Dallas and Houston.

Fairfield Community Guide:

Position Summary:

The Member Services Associate role requires concierge-style customer service with a personal touch in an executive-level environment or high-end hospitality. The Member Services team member will interact with members routinely and collaborate with other departmental staff frequently. The Member Services team is the first impression of Freestone Lake and Golf Club for new and prospective members. It is critical that the Member Services associate instills this standard across the member services team and works directly with the Operations Manager to ensure success in this realm. The member services associate is responsible for making sure the member services team can all perform day to day task successfully, specifically cobalt duties and other admin related tasks through training and assisting when needed. This position requires exceptional interpersonal skills, high degree of maturity and professionalism, strong oral and written communication skills, sound judgment and problem-solving abilities, and the ability to share knowledge of the club amenities and services with members. This position may operate concierge-style front desk duties when required and will incorporate hotel style reservation system and managing for member cottages.

Qualifications:

• 1 year experience or more in high end resorts, private golf clubs or similar.
• 1 year experience or more providing concierge-style customer service in-person, over the phone, and via digital correspondence.
• Strong communication skills, oral and written.
• Displays an understanding of protocol and decorum for a luxury resort environment.
• Works well independently and as a member of a team.
• Organizes and tracks tasks; follows through on expectations.
• Demonstrates an outgoing, charismatic, and positive attitude.

Physical Demands:

• Ability to work all shifts when required during the day, nights, weekends, and holidays.
• Walking, standing, sitting, some light lifting up to 25 lbs.
• Indoor and outdoor conditions .

Key Responsibilities:

• Promotes and upholds the Freestone Lake and Golf Club brand and values.
• Assists in providing a safe environment for members and includes learning the vehicles and residences of members and reporting anything out of the ordinary; updating members on construction areas and giving them the necessary caution.
• Training and Assisting with the member services team on tasks involving Cobalt (cobalt photos, posting charges, mass emails, new member sign ups, etc.)
• Manage the cobalt reservation system for member cottages and ensuring the member services team is onboarded and trained.
• Frequently communicates with Operations Manager to instill success across all member services related tasks. Feedback, Brainstorming, Forecasting etc.
• Conducts member onboarding in COBALT by adding member profile information such as family members, hobbies, accommodations, etc. and ensuring the member services team performs a greeting call to each new member to provide a warm welcome to the club and a quick explanation of how the cobalt sign up will work.
• Gives members the proper greeting, welcomes members, and accommodates members on a daily basis and includes: providing their preferred beverage upon entering the gate, engaging in small talk about their hobbies, interests, and plans for the summer, etc.
• Creates an overall positive member experience by circulating the property and tending to members, educating members on club amenities (cost, sign up procedures, etc.) and resolving member concerns efficiently and quickly.
• Builds a rapport and bond with members; gets to know families by learning where they are from, details of their home build (builder, architect, lot number, etc.).
• Collaborates with all club entities such as membership and billing, cart attendant department, food and dining, party planning, and training facilities on behalf of members and club staff.

Benefits Summary:

Our Total Rewards aims to provide a holistic view of the comprehensive rewards and opportunities you receive as part of our commitment to your growth and success. In your role, your valuable contributions drive innovation and create meaningful impact, and our benefits reflects how we invest in your professional development, work-life balance, and overall wellbeing. Our goal is to support you along with your long-term career journey.

Financial Rewards and Monetary Benefits

• Base Salary: A competitive base salary aligned with industry standards and level of experience.
• Medical, Dental, and Vision Insurance: We offer full-time employees the option to enroll in premium health coverage plans including dental and vision care through Sana. These plans can extend to eligible spouses and dependents.
• Paid Time Off