Member Experience Manager

Tenuta Toscana; Montaione; In loco; EUR 30.000 - 40.000; Tempo pieno

Descrizione del lavoro

A premier hospitality establishment in Tuscany is seeking a Member Experience Manager to enhance relationships between members and staff while managing the Member Services team. Ideal candidates will have a strong hospitality background, effective communication skills, and be able to manage budgetary requirements. The role offers a full-time contract compliant with the Italian Collective Bargaining Agreement (CCNL) along with benefits including meals and ongoing training.

Servizi

Meals provided during working hours

Uniforms and laundry service

Ongoing training

Discounts on dining and activities

Competenze

• At least 1 year of prior hospitality experience.
• Experience in a leadership role preferred.
• Ability to manage direct reports towards common goals.

Mansioni

• Provide a safe and inclusive community.
• Lead the Member Services team.
• Create daily operating procedures for the department.
• Coordinate transportation and activities for members.

Conoscenze

Leadership in hospitality

Customer service

Effective communication

Budget management

Formazione

High school diploma or equivalent

College degree in hospitality or related field

Strumenti

TEI

Jonas

Club Essentials

Pacesetter app

Adobe InDesign

Descrizione del lavoro

Tenuta Toscana

is searching for a

MEMBER EXPERIENCE MANAGER

Tenuta Toscana, nestled in the heart of the Tuscan countryside, is seeking a Member Experience Manager who will create an environment where members and staff strengthen their relationships by sharing authentic, inspiring experiences, and creating memories our members will cherish throughout their lives and across generations.

Main duties and responsibilities

• Provide a safe, inclusive community and supporting culture of well-being where families are free to enjoy amenities of the club.
• Manage the Member Services team including scheduling, hiring, training, and performance management, while ensuring the team is support the service culture for member, guests, and staff.
• Lead club communications through varietal mediums, including personal relationships, email, Pacesetter app, and website.
• Ensure proper coverage to create a seamless service experience while maintaining proper budgetary consciousness and processes.
• Create and oversee daily operating procedures for department.
• Coordinate transportation needs, reservations, and activities for members, guests, and create itineraries for prospects/visitors and with appropriate departments.
• Define the the Member Experience in each amenity area, coordinating with department leads to ensure a consistent sequence of service.
• Distribute reports and files related to department, including daily report on onsite activity and up-to-date forecast of visits and special requests.
• Create and update written communication and visual guides including calendars, amenity lists, staff listing, bios, and photos.
• Work closely with Sales to create exceptional experiences for prospects/visitors.
• Work with General Manager and Public Relations team to promote positive experiences, including photography.
• Coordinate with or assist other departments as needed.

Requirements

• High school diploma or equivalent. College degree in hospitality, communications/marketing, or public relations preferred.
• At least 1 year of prior hospitality experience, customer service, and telephone experience.
• Prior experience and proven success in a leadership role in the hospitality or service industry is strongly preferred.
• Experience in managing direct reports in accordance with a common goal, achieving both service results and budgetary alignment.
• Experience and knowledge to operate computer and club communication platforms including TEI, Jonas, Club Essentials, Pacesetter (club app), and Adobe InDesign

Benefits

• Full-time contract in accordance with the Italian Collective Bargaining Agreement (CCNL)
• Meals provided both during working hours and on days off
• Uniforms and laundry service provided
• Ongoing training to enhance personal and professional development
• Discounts on dining, wellness, and sports activities available at the resort and estate

This research is addressed to candidates of both genders with reference to Italian Law 903/77 and Law 125/91.

This position is based in Tuscany. Availability of staff accommodation upon request. Candidates should have a flexible schedule with the ability to work all shifts, weekends and holidays. You must possess the legal right to work in Italy.