Member Experience Coordinator

Main Duties and Responsibilities

• Provide a safe, inclusive community and supporting culture of well-being where families are free to enjoy the simple pleasures of life while living seasonally in harmony with nature, sharing in traditions and exploring their interests.
• Coordinate arrivals/departures, accommodations, transportation needs, reservations, and activities for members, guests, and visitors and with appropriate departments and/or vendors.
• Meet members/guests upon arrival and departure creating a welcoming environment.
• Monitor and answer all member inquiries via club email, phone, and messaging functions.
• Work closely with all departments to ensure seamless service experience when executing requests.
• Create and update daily reporting communication for club distribution.
• Create and maintain member profiles and preferences across multiple platforms.
• Create and update written communication and visual guides including calendars, amenity lists, staff listing, bios, and photos.
• Work closely with Sales Team to create exceptional experiences for prospects/visitors.
• Promote activities, events, and club information effectively in accordance with brand standards.
• Assist in creation, coordination, and execution of club and member events.
• Coordinate with Residential Services on booking and management of on-site overnight rentals.
• Provide transportation as required both on-property and to local area.
• Maintain club activity calendar.
• Attend department meetings and trainings as necessary.
• Create and update list of trusted local area vendors, stores, and services to recommend to members/guests when requested.
• Handle the prospective buyer visits and assist with creating experiences for prospective buyers and future members.
• Assist the Sales Team to solicit and coordinate sales related visits and will work with Member / Prospect Services to produce and disseminate comprehensive itinerary information on every visit.
• Maintain inventory of all Sales Related information, brochures, letterhead, folders and other items needed for effective quality correspondence.
• To oversee and to send the CRM “daily report” and to assure that goes out each night to the partners and executive team so that all are kept abreast of sales teams tours, communications and actions.
• Set up and participate in Sales, Operations and Team Meeting conference calls as directed and to take notes where necessary and distribute meeting minutes.
• Submit weekly action and open item reports as directed.
• Catalogue all prospective buyer visits so that a useful record of each event is maintained.

Requirements

• Prior experience and proven success in a leadership role in the hospitality or guest service industry is strongly preferred.
• Exceptional communication and interpersonal skills. Ability to deliver service to members, guests, and team members both face-to-face and virtually.
• Knowledge of and ability to operate computer and communication platforms including TEI, Jonas, Club Essentials, Pacesetter App, and Adobe InDesign.
• 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.

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