Interim Member Services OEM

About Us

Don't meet every single requirement of this job? At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information. You may be the perfect candidate for this or for other roles within our organization!

We value U.S. military experience and invite all qualified military candidates to apply.

Overview

Essential Responsibilities

Member Experience & Engagement

* Serve as a lead point of contact for members during assigned shifts - greet warmly, build trust, anticipate needs, and help resolve day-to-day concerns with professionalism and speed.

* Handle first-level service recovery within established guidelines: listen, act, follow through, and escalate higher-risk, sensitive, or repeated issues to Club leadership promptly.

* Capture member feedback, recurring complaints, and service friction points; document clearly and bring patterns forward to the Director of Club Operations with useful context.

* Support new member onboarding and early experience efforts by helping members navigate reservations, programs, guest procedures, and hotel touchpoints

Front Desk & Member Concierge Shift Leadership

* Lead the Front Desk and Member Concierge workflow during assigned shifts - assign tasks, monitor pace, confirm coverage, and help keep daily execution on standard.

* Reinforce expectations for greetings, recognition, responsiveness, accuracy, and professionalism through real-time coaching and example.

* Ensure the Front Desk functions as a control point for the Club: member access, guest policy application, check-in flow, phone and email responsiveness, and issue escalation.

* Support concierge workflows that make the Club feel easy: reservations support, program guidance, navigation of hotel touchpoints, and thoughtful problem-solving within role scope.

* Maintain polished, member-ready presentation at the desk and concierge areas: organization, cleanliness, signage, supplies, and professionalism.

* Direct the work of front-of-house team members on shift, including task assignments, break coordination, coverage adjustments, and service recovery support.

* Assist with onboarding and training execution, provide performance feedback, and document conduct or performance concerns for review by Club leadership. Participate in interviews and selection input as assigned.

Daily Operations & Team Performance

* Lead day-to-day front-of-house execution: opening readiness, shift transitions, peak-period support, clean closing standards, and accurate handoff notes.

* Coach and develop front-of-house staff in real time; reinforce service, conduct, and quality expectations, and escalate unresolved performance issues through the proper chain.

* Conduct daily walkthroughs of member-facing areas to identify and correct service gaps, presentation issues, or operational friction - never walk past a problem.

* Help maintain schedules and coverage plans by flagging staffing gaps, supporting shift swaps within policy, and communicating coverage concerns early to Club leadership.

* Coordinate closely with fitness, aquatics, tennis, spa, and hotel partners to reduce handoff failures and keep the member experience consistent across departments.

* Maintain active floor presence and step into frontline tasks as needed during short coverage gaps, high-volume periods, or service recovery situations.

Member Communications & Club Coordination

* Support member communications from a front-of-house lens by flagging recurring questions, reviewing operational details, and helping ensure messages are clear and accurate.

* Support programming and event execution through registration flow, day-of communication, member questions, and on-site operational support when needed.

* Maintain clean operational documentation including incident notes, member follow-ups, shift logs, lost-and-found records, and key desk reporting.

* Help maintain SOPs, desk playbooks, training guides, and shift checklists that create consistency regardless of who is working.

Operational Discipline & Compliance Support

* Follow and reinforce Club policies, member rules, privacy standards, cash-handling expectations, and incident reporting procedures in day-to-day execution.

* As a non-exempt position, accurately record all hours worked, follow meal and rest break procedures, and obtain approval for overtime in accordance with Club policy and applicable law.

* Assist with seasonal initiatives and Club-wide projects as directed, ensuring the front-of-house function is prepared and aligned.

Cross-Coverage & Leadership Continuity

* Provide hourly operational coverage across member services or related operations areas during scheduled days off, vacations, or business needs, using checklists and clear escalation.

* During coverage, stabilize service, confirm readiness, communicate issues, and escalate items that require manager-level approval or follow-up.

Qualifications

* Minimum 2-4 years of progressive experience in club, resort, hotel, or hospitality operations with direct exposure to member or guest-facing service.

* Demonstrated shift leadership capability: you set expectations, stay organized, coach in real time, and hold the line on standards.

* Strong member or guest-facing instincts - you build trust naturally, handle difficult conversations with composure, and take pride in the experience you deliver.

* Working knowledge of daily operating metrics, incident documentation, and front-of-house workflows; prior scheduling or training support experience preferred.

* Clear, confident communicator - effective with members, frontline staff, and Club leadership.

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

* Availability to work a flexible schedule including weekends and holidays - this role requires presence when the Club is at its busiest.

* High school diploma or equivalent required; college coursework or hospitality-related education preferred.

Compensation

Benefits

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.