Member Experience Manager

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

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

Requirements

1. High school diploma or equivalent; a college degree in hospitality, communications, marketing, or public relations is preferred.
2. At least 1 year of prior hospitality, customer service, and telephone experience.
3. Proven success in a leadership role within the hospitality or service industry is strongly preferred.
4. Experience in managing direct reports to achieve service results and budgetary goals.
5. Knowledge of operating 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 during working hours and on days off
• Uniforms and laundry service provided
• Ongoing training for personal and professional development
• Discounts on dining, wellness, and sports activities at the resort and estate

This position is based in Tuscany. Staff accommodation is available upon request. Candidates should have a flexible schedule to work all shifts, including weekends and holidays. Candidates must possess the legal right to work in Italy.