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About the Role

The Member Relations role is responsible for maintaining a constant presence on the floor with a full knowledge of the membership contingent. The role will act as an ambassador of the brand. As the first face members see, the member relations is responsible to oversee and execute the seamless check-in process. Reporting to the Director of Membership and assisting with the growing duties including curation, payment, reservations, handling of situations both difficult and with notable members and guests. A conduit between Club Reception and Membership team, the Member Relations position will have full knowledge of who is in the club, and more importantly who should not be. Ensuring the reception team is maintaining Zero Bond standards, streamlining communication via daily handovers, using the resources provided, and prompt and professional email correspondence.

Responsibilities

Maintain a presence within the club taking time to talk to members and build relationships.
Maintain a presence at the member check-in and Club Reception areas as needed.
Supporting Club Reception with failed members, pending members, and troublesome guests.
Reach out to new members specifically to introduce yourself as someone they can talk to.
Attend committee meetings to become familiar with committee members and listen to their observations about Zero Bond.
Observe the in club crowds across different parts of the day, looking out to ensure individuals are always a good fit, have the right attire, bring in the right guests and adhere to standards of behavior/club rules.
Make notes about members or guests who are troublemakers, don’t fit in or create a bad atmosphere in the club. Find out who they are and document details about their time in the club.
Follow up with the Membership team about how to contact members about behavior and the best course of action depending on the circumstances.
Introduce potential new members to Zero Bond through representing the brand externally.
Help drive the reputation of the Company. Recruit twenty high quality member prospects, adding to the diversity of the membership base as it relates to underrepresented demographics.
Obtain regular feedback from Members about the service, facilities, operations and events that take place in the club and provide updates to the in team where relevant.
Performs other duties as assigned by supervisor/manager.
Using People Vine, Sevenrooms, Excel, Google Drive, and Toast on a given shift.
Knowing ‘who is who’ in the club, telephone technique and features and restaurant reservation and table allocation.
Assisting with curation of the club and maintaining the Zero Bond standard.
Assisting membership manager and events manager with hosting events and gathering feedback. If performance is deemed appropriate, could potentially host events.
Assisting with data collection and payment processing.
Responsible for checking email, guest list, group chats, etc. to ensure all knowledge in the club on a given night is absorbed.

Requirements

Flexible schedule based on the needs of Zero Bond and peak times.
Must have experience answering phone lines and emails professionally, timely, and to the best of your abilities.
Must have knowledge of all guest related software, or have used similar programs.
Have strong problem solving skills and bring conflict resolution to any anticipated or current matter.
Able to maintain calm in high stress situations.
Detail oriented, articulate, and able to multi-task in a high-volume and demanding work environment.
Strong communication skills and ability to understand and follow written and verbal instructions.
Fully trained in CRM and POS applications.
Must be well groomed and adhere to the Zero Bond uniform requirements.
May require working beyond normal office hours, including nights and weekends, depending on business needs.

Skills

People Vine
Sevenrooms
Excel
Google Drive
Toast
CRM
POS
Conflict resolution
Communication skills
Problem solving

Experience Level

Minimum of 1+ years’ experience in a similar role