Member Relations Specialist

Job Details

Level

Entry

Job Location

HILLWOOD - NASHVILLE, TN

Position Type

Full Time

Education Level

High School

Salary Range

$20.00 - $24.00 Hourly

Travel Percentage

None

Job Shift

Day

Description

Position Title: Member Relations Specialist

Department: Administration

Reports To: Director of Communications

Employment Status: Full-Time

FLSA Status: Exempt

Effective Date

Hillwood Country Club is seeking a friendly, energetic, motivated, outgoing, and detail-oriented member relations specialist for a full-time role at the Club's front desk. HCC is a private club with a focus on providing exceptional hospitality to our members and their guests. This position is the first voice and face of Hillwood that begins the experience for a member, guest, staff, or vendor. The hours will be 8:00 AM - 4:00 PM, Tuesday-Saturday.

About Hillwood Country Club

Hillwood Country Club is a private, member-owned, country club located in Nashville, Tennessee. The club offers championship golf, outdoor and indoor tennis, competition swimming pool, state-of-the-art fitness, fine dining, banquet facilities, and social member events in a family-friendly environment. The Clubhouse is open six days per week, 12 months per year, with a brief shutdown at the beginning of January.

Located 2 miles northeast of the main campus is Hillwood Country Club’s Whitworth Campus, which is home to indoor and outdoor tennis courts, pickleball courts, a lap swimming pool, and auxiliary fitness center. Hillwood Country Club members have access to both campuses. Ancillary membership programs are offered specifically for the Whitworth campus.

WEBSITE: www.hillwoodcc.org

Overview Of Hillwood Country Club

• Established in 1953
• The Club is organized as a 501(c)(7), not for profit organization
• 12 Board Members; 3-year Term
• 600 Resident (Golf) Memberships, 250 Social Memberships, 1,000 Total Memberships
• Average age of Membership is 56
• $16.1M Gross Revenue Volume
• $6.4M Annual Dues Volume
• $4.5 F&B Revenue
• 29,000 Annual Golf Rounds
• 300 Employees (FT/PT/Seasonal) in season
• Clubessential POS System
  
  

Membership Relations Specialist Overview

The Member Relations Specialist works closely with the management team to ensure the first impression of Hillwood Country Club is well represented. This front desk position serves as the first point of contact for members and guests of the club and plays an important role in ensuring that every member and guest is greeted with sincerity and offered a warm goodbye. This person is available to answer questions about dining hours, golf information, membership inquiries and serves as club concierge going above and beyond to make sure members are informed and understand different aspects of the club. The Member Relations Specialist acts as liaison to various departments for the membership. The Member Relations Specialist is responsible for providing exceptional customer service, managing inquiries, reservation requests for dining, and assisting with various administrative tasks to ensure a seamless and welcoming experience for all.

Essential Duties And Responsibilities

• Greet and welcome members, guests, and vendors in a friendly and professional manner.
• Answer all incoming calls and direct them to the appropriate department or individual.
• Provide information about club facilities, services, and upcoming events.
• Main point of contact for employee communications.
• Reservation Management and Take-Out Service Coordinator.
• Special services coordination (including but not limited to club mahjong events, car detailing services, etc.).
• Security monitoring and acting as liaison to alert security team about any issues that may arise.
• Assist members and guests with any special requests or inquiries.
• Assist with various administrative tasks such as filing, data entry, and general office duties.
• Maintain cleanliness and orderliness of the reception area.
• Monitor and control access and dress code into the club, by ensuring rules are being followed.
  
  

JOB TASKS

• Answer multi-line phone calls within 3 rings and direct accordingly.
• Manage dining reservation system, ensuring accurate and efficient scheduling.
• Confirm reservations and communicate details effectively to all relevant departments.
• Maintain accurate records of reservations, cancellations, and member preferences using reservation software.
• Work with Club management to ensure dining rooms and events are booked to an appropriate capacity.
• Assist with dining take-out process by either transferring to appropriate outlet or entering the order in the Club’s Point-of-Sale system (Clubessential).
• Update daily F&B specials on the member website and HCC app, and send via email.
• Assist F&B team with creation of buffet labels, event/bar menus, and restaurant menus.
• Email an employee daily report highlighting the day’s activity at the Club and other important staff news.
• Help maintain the employee email distribution list.
• Communicate with staff any important updates via email/text messaging service.
• Heavy focus on the HCC mobile app; Answer member questions via chat, maintain content updates, promote upcoming events, schedule push notifications for important club updates or event reminders, work with support team on app feature additions.
• Assist the Communications Director with email marketing, event flyers, and other projects.
• Manage the Club’s social media platforms including Instagram, LinkedIn, and Facebook. Create social media posts and stories, and maintain an active presence on all platforms.
• Take photos and videos of club events (golf tournaments, tennis tournaments, social events).
• Update HCC website and app to make sure both outlets are accurately up-to-date.
• Distribute mail and accept deliveries, then notify departments upon arrival.
• Be able to help various departments with whatever needs arise.
• Screen calls for administrative staff.
• Assist with tasks as instructed by management team.
• A minimum of 40 hours per week are required.
  
  

Qualifications

MINIMUM QUALIFICATION (KNOWLEDGE, SKILLS, AND ABILITIES)

• High school diploma or equivalent; additional education or certification in hospitality or a related field.
• Excellent communication skills, both verbal and written.
• Exceptional customer service and interpersonal skills.
• Proficient in using office software, such as Microsoft Office or club management software.
• Previous experience in a receptionist, server, or hostess role, preferably in a private club or upscale hospitality setting a plus.
• Professional appearance and demeanor.
  
  

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The Member Relations Specialist works at the front desk in a professional setting within the club. The role may require flexibility in working hours, including evenings, weekends, and holidays, to accommodate club events and member needs.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions.

• Must be able to sit/stand for 8 hours; bend, push, pull, lift 30lbs.
• Proficient in computer skills including POS systems (Clubessential a plus), Word and Excel. Experience with Canva is also a plus.
• Professional appearance appropriate for premier club.
  
  

Compensation And Benefits

We offer a comprehensive benefits package including:

• Competitive Salary – Commensurate with experience
• Full Health Benefits –Provided for all full-time employees, including medical, dental, and vision.
• Retirement Benefits – For full-time employees, HCC offers a 401(k) plan and tiered matches retirement contributions up to 4% of the first 5% of employee contributions.
• Professional Learning Opportunities – HCC supports employees continued learning in areas relevant to his or her professional growth and organizational goals and will pay for professional development up to $1500/year or as agreed to by employee and supervisor.
• Generous Paid Time Off Policy– HCC offers up to 15 days PTO (years 1-4)
• Other Benefits – HCC offers employee discounts on retail, employee meals, cell phone allowance, and an annual holiday distribution.