Manager, Member Services

The Manager, Member Services supports the Senior Manager, Member Services in leading the end-to-end member experience across reservations, front office operations, and personalized service delivery. This position provides day-to-day leadership to the Member Services team and serves as the leader in the Senior Manager’s absence.

Serving as a primary liaison to the Club’s membership, the Manager ensures the highest standards of hospitality, professionalism, operational excellence, and member satisfaction. This position is responsible for supporting service execution, team performance, process optimization, financial management, and cross-functional coordination to ensure a seamless, anticipatory, and world-class member experience.

The role partners closely with the Senior Manager and leaders across the Club to anticipate member needs, strengthen internal workflows, drive continuous improvement, and uphold the Club’s service standards at every touchpoint.

This position is a full-time, on-site role in Augusta, GA.

Job Responsibilities:

• Serve as a key thought partner to the Senior Manager, Member Services, supporting strategic planning and providing operational leadership for Member Services functions.
• Support the execution of service delivery, staffing plans, workflow optimization, and overall departmental performance to ensure consistent, high-quality member service.
• Serve as a primary liaison to the membership, building trusted relationships and delivering responsive, personalized service while upholding the highest standards of professionalism, discretion, and integrity in all interactions with members, their representatives, and guests.
• Help drive a highly tailored member experience through proactive oversight of member profiles, preferences, and visit details, ensuring seamless and anticipatory service delivery.
• Support the establishment, implementation, and continuous improvement of front office standard operating procedures to promote consistency, efficiency, and best-in-class service execution.
• Lead, coach, and support the Member Services team through hiring, onboarding, training, performance feedback, and daily supervision.
• Partner with the Senior Manager to support team development, retention, performance management, and succession planning.
• Collaborate cross-functionally with Clubhouse, Food & Beverage, Transportation, and Housekeeping leadership to align resources, anticipate member needs, and ensure a seamless end-to-end experience.
• Oversee the communication and execution of member-related details, ensuring accuracy, clarity, and alignment across departments and operational teams.
• Support the financial management of Member Services operations, including budgeting, forecasting, expense monitoring, variance review, and monthly P&L reporting.
• Assist in optimizing labor strategy through effective workforce planning, scheduling, payroll review, and oversight of overtime and staffing efficiencies.
• Use PMS and operational data to support informed decision-making, identify trends, and recommend process improvements that enhance efficiency and service quality.
• Lead and support continuous improvement initiatives across systems, workflows, and service delivery models, reinforcing a culture of operational excellence.
• Evaluate and recommend technology solutions that improve functionality, streamline operations, and elevate the member experience.
• Support the development and distribution of member communications, ensuring accuracy, consistency, and alignment with the Club’s standards and voice.
• Lead and support capital and operational projects as assigned, including scope development, vendor coordination, implementation support, and follow-through.
• Performs all other duties that are deemed by management to be an integral part of the job.
• Physical demands are outlined immediately below.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is occasionally required to walk and work with hands and arms,  lift up to 25 pounds and/or drive a golf cart.  The employee is frequently required to talk and/or hear. The employee is constantly required to use their vision to perform an activity such as but not limited to: preparing and analyzing data and figures, viewing a computer terminal, and extensive reading. The employee is constantly required to sit, sometimes for several hours at a time, and use their hands and fingers to operate a computer.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Qualifications:

Skills/Knowledge/Attributes:

• Must be self-motivated with the ability to make sound decisions independently and exercise discretion in completion of responsibilities.
• Outstanding communication skills, both verbal and written.
• Comfortable working in a fast-paced environment requiring multitasking, the ability to change focus quickly, and manage time effectively.
• Highly organized with a strong attention to detail.
• Excellent phone presence and listening skills.
• Strong analytical and problem-solving skills.
• Competent in Microsoft Office software (including but not limited to: Outlook, Word, Excel)

Relative Experience/Education:

• 3-5 years of progressive experience in front office, member services, or guest relations within a luxury hotel, private club, or high-end hospitality environment.
• Bachelor’s degree in business, Hospitality Management, or a related field preferred.
• Previous hospitality experience preferred.

Required License(s):

• Possess a valid driver’s license and/or successfully complete the Club’s internal motor vehicle training program.

Projected Work Schedule:

Must be available for a varying work schedule to include days, evenings, weekends and holidays as required.

Work Authorization & Sponsorship:
Applicants must be legally authorized to work in the United States at the time of hire. We are unable to provide visa sponsorship for this position.