Member Services Coordinator
hace 1 día
Altadena
Job Description Member Services Coordinator Altadena Town & Country Club | Altadena, CA Department: Administration Reports To: Director of Hospitality Works Closely With: General Manager and department leads Classification: Full-Time, Non-Exempt (Hourly) Compensation: $22–$26 per hour Schedule: Primarily weekdays; occasional evenings, weekends, holidays, and signature events as needed About Altadena Town & Country Club Altadena Town & Country Club is a 115-year-old private membership club at the base of the San Gabriel Mountains. Since the January 2025 Eaton Fire, the Club has been operating through an interim period while rebuilding toward a planned 2029 reopening. During this period, reliable member service and clear, accurate communication are essential to keeping the membership informed, connected, and engaged. ATCC is a member-first club with deep multigenerational roots. We expect our employees to provide welcoming, consistent, and attentive service while handling member and Club information with professionalism and discretion. Position Overview The Member Services Coordinator provides day-to-day member service, communications production, membership administration, and general office support. The Coordinator serves as a primary point of contact for members, guests, prospective members, and vendors. The position answers and directs calls and emails, responds to routine questions, documents member concerns, routes issues to the appropriate staff member, and follows up to help ensure members receive an answer. The position also helps prepare and distribute approved Club communications, including emails, newsletters, flyers, event materials, website updates, mobile-app content, social-media posts, signs, and member notices. The Coordinator works from approved information, templates, schedules, and direction provided by management. This is a hands-on support role in a small-team environment. The position regularly moves between member service, communications production, membership records, reservations, scheduling, mailings, event registration, and routine administrative work. Success in this role means members receive friendly and timely assistance, approved communications are accurate and current, concerns reach the right staff member, records remain organized, and administrative details don’t fall through the cracks. Role Boundaries The Member Services Coordinator supports and carries out approved work. The position does not independently establish Club communication strategy, operating policy, membership policy, pricing, or responses to sensitive matters. Sensitive, conflicting, unconfirmed, or potentially reputational information must be referred to the General Manager before publication or response. Work priorities, publication approvals, and assignments are established by management. Essential Responsibilities Member Communications Support • Maintain the day-to-day communications calendar under management direction, including events, programs, operating updates, deadlines, and member notices., • Draft, edit, format, schedule, and distribute approved member emails and announcements., • Support production of the monthly Club newsletter by collecting content, formatting materials, proofreading, and coordinating distribution., • Create flyers, event invitations, digital graphics, registration materials, signs, menus, and other routine Club collateral using approved templates and branding., • Post approved updates to the Club’s website and mobile app., • Review member-facing pages and materials and flag outdated, missing, or inconsistent information., • Prepare and publish approved social-media content through Club-owned channels., • Confirm event dates, times, pricing, capacity, registration instructions, hours, and other details with the responsible department before publication., • Maintain organized files of approved templates, logos, photographs, and communication materials., • Track requested communication changes and confirm completion., • Remove or replace outdated materials when directed., • Proofread communications for accuracy, clarity, spelling, formatting, and consistency., • Refer unclear, conflicting, sensitive, or unapproved information to management before publication., • Compile basic results available through Club communication platforms, including email opens, link activity, registrations, and social-media engagement. Member Service and Follow-Through • Answer and direct incoming telephone calls, emails, and general inquiries., • Provide a welcoming and informed first point of contact for members, guests, vendors, and prospective members., • Respond to routine questions regarding Club hours, events, programs, reservations, facilities, and member services using current approved information., • Direct questions to the appropriate staff member when additional information, judgment, or authority is required., • Document member complaints, concerns, requests, and unresolved questions., • Route each issue to the staff member responsible for responding or taking action., • Follow up internally and with the member until an answer or status update has been provided., • Maintain approved member FAQs and reference materials., • Identify recurring member questions or service concerns and report patterns to management., • Promptly escalate safety, billing, conduct, privacy, legal, or reputational matters., • Handle member information and sensitive communications with discretion. Membership Support • Respond to routine prospective-member inquiries and distribute approved membership information and applications., • Support new-member onboarding communications and orientation materials., • Create and maintain organized prospect, applicant, and new-member files., • Assist with scheduling Membership Committee interviews and related communications., • Prepare applicant postings and notices as directed., • Record resignations, leaves, and membership-status changes for management review and processing., • Update member and prospect information in Club systems., • Prepare routine membership lists, status reports, meeting materials, and correspondence., • Maintain confidentiality regarding applicants, members, membership discussions, and records. Reservations and Administrative Support • Process event, program, dining, and facility reservations as assigned., • Assist members with routine registration and reservation questions., • Support meeting scheduling, document preparation, printing, copying, and distribution., • Maintain organized paper and electronic filing systems., • Sort and distribute incoming mail and prepare outgoing mailings., • Monitor office and Hospitality Desk supplies and coordinate routine ordering., • Assist with event registration, check-in, name badges, attendance lists, and other member-facing administrative support., • Provide occasional Hospitality Desk, retail, or event coverage when operational needs require it., • Perform other reasonable administrative duties consistent with the position. Qualifications • Two or more years of experience in member service, hospitality, communications support, customer service, office administration, marketing support, or a related position., • Strong written, verbal, editing, and proofreading skills., • Ability to prepare clear, accurate, and professional member-facing materials from approved information., • Strong customer-service instincts and confidence handling telephone calls, member questions, and routine service concerns., • Ability to manage multiple assignments, deadlines, and interruptions., • Strong attention to detail and accuracy., • Proficiency with Microsoft Office., • Working knowledge of Canva or similar design software., • Familiarity with email platforms, websites, social media, CRM systems, reservation systems, or membership-management software., • Ability to learn new Club systems and procedures., • Sound judgment and discretion when handling confidential member and Club information., • Dependable, organized, service-minded, and comfortable working as part of a small team. Preferred Qualifications • Experience in a private club, hospitality business, nonprofit organization, association, or other member-based environment., • Experience preparing newsletters, flyers, email campaigns, event materials, or routine social-media content., • Experience supporting membership administration, reservations, committees, or events., • Writing, communications, or design work samples., • College coursework or a degree in communications, marketing, business, hospitality, or a related field. Equivalent professional experience will be considered. Compensation and Benefits Compensation reflects the member-service, communications-support, and administrative responsibilities of the position. • Hourly Rate: $22–$26 per hour, based on experience and demonstrated ability., • Benefits: Medical, dental, and vision coverage; 401(k); paid time off; and standard Club benefits. This position is non-exempt. All hours worked must be accurately recorded, and overtime will be paid in accordance with applicable law. Equal Opportunity Employer Altadena Town & Country Club is an equal opportunity employer and evaluates qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by applicable law.