Member Services Manager

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Tenuta Toscana, nestled in the heart of the Tuscan countryside, is seeking a Member Services Manager will lead the department in providing impeccable member and guest services, while work with the General Manager, Sales Team, and other Department Leaders to ensure seamless guest experiences.

Main duties and responsibilities

• Manage member services and valet staff including scheduling, hiring, training, and performance management.
• Ensure the team is providing the highest level of service to members/guests through inspection, training, and coaching.
• Provide exceptional service and communication at all times with members/guests and team members.
• Make sure member services and valet schedules have adequate coverage for all shifts.
• Approve/Deny all unpaid and paid time off requests. Review and approve weekly payroll.
• Monitor and issue attendance infraction in accordance with department policy.
• Create and oversee daily operating procedures for department.
• Create and update list of trusted local area vendors, stores, and services to recommend to members/guests.
• Oversee all transportation services and coordination to include creation of itineraries, transportation needs, reservations, and activities for members, guests, and visitors with appropriate departments.
• Meet members/guests upon arrival and departure.
• Find solutions to “areas of opportunity” when observed, brought to the attention by Members, Residents, Visitors, or directed by leadership.
• Create or provide reports and files related to department, including daily report on onsite activity and up-to-date 10-day forecast of visits and special requests.
• Use strategy to minimize unnecessary purchases/expenses, monitor FTE’s and labor - adjust as necessary based on business demands.
• Create and regularly update member profiles and preferences.
• 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.
• Act as primary liaison between security and operations.
• Coordinate with or assist other departments as needed.
• Other duties as assigned

Requirements

• Bachelor Degree in Marketing, PR or Communications (preferred).
• Seven (7) to ten (10) years of prior supervisor or management experience and proven success in the hospitality, guest service industry, or resort is strongly preferred.
• Positive attitude, professional demeanor, and exceptional communication and interpersonal skills to deliver service to members, guests, and team members.
• Must be able to work flexible work hours/schedule including evenings, weekends, and holidays. Long hours may be required due to business demands.
• Ability to work in a team environment.
• Ability to stay calm and focused during the busiest of times.
• Ability to read, write, speak, and understand English; additional languages preferred.
• Ability to meet the physical demands of the position including, but not limited to, working indoors and outdoors in all weather conditions, standing, walking, and moving for periods of greater than eight (8) hours, and lifting and carrying items sometimes greater than fifty (50) pounds.
• Flexibility and ability to pivot to new projects and a desire to work in a fast-paced environment.
• 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.