Member Experience Manager

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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
• 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.