Member Experience & Operations Leader

SAF Warrant Officers and Specialists Club, The; Singapore; On-site; SGD 42,000 - 60,000; Full time

Job summary

SAF Warrant Officers and Specialists Club, The is seeking a Member Relations Officer Executive to lead the Member Relations team and ensure smooth reception operations in Singapore. You will manage chalet and bungalow bookings, handle membership applications, and oversee daily financial transactions with accuracy.

You will promote club events and facilities, address guest feedback, and coordinate with Security, M&E, and Housekeeping to deliver seamless service.

Qualifications

• Minimum GCE 'O' Level, 'A' Level, or Diploma in any discipline.
• At least 2–3 years of leadership experience in front desk operations and/or customer service.
• Proactive with a passion for delivering exceptional service and exceeding members' expectations.
• Strong presentation, communication, and interpersonal skills with professional tone.
• Meticulous with excellent organizational skills and proficiency in English writing.
• Confident in managing cash and payment transactions accurately.
• Able to commit to shift work, including weekends and public holidays.

Responsibilities

• Lead and guide Member Relations Officers (MROs) in delivering exceptional customer service.
• Conduct on-the-job training, performance appraisals, and uphold employee conduct.
• Plan the duty roster and recommend training for team development.
• Build strong relationships with other departments (Security, M&E, Housekeeping) to support seamless operations.
• Oversee chalet and bungalow bookings, including guest check-ins/check-outs, adhering to club policies.
• Oversee membership applications and verify member details in the database.
• Oversee financial transactions (cash, NETS, PayNow, credit cards) and ensure accurate daily closing procedures.
• Monitor inventory for chalet and bungalow replacements, sourcing cost-effective solutions.
• Handle customer complaints with service recovery plans and ensure closure of cases.
• Promote the club's chalet, bungalow facilities, and events to increase participation.
• Collaborate with Events team to facilitate bookings and payments for club activities.
• Oversee the NCO Club heritage gallery, ensuring upkeep and reporting issues.
• Provide suggestions for operational improvements and perform additional tasks as assigned.

Skills

Leadership

Front desk operations

Customer service

Cash handling

Shift work

English writing

Interpersonal skills

Communication skills

Education

GCE O/ A Levels or Diploma

Job description

SAF Warrant Officers and Specialists Club, The is seeking a Member Relations Officer Executive to lead the Member Relations team and ensure smooth reception operations in Singapore. You will manage chalet and bungalow bookings, handle membership applications, and oversee daily financial transactions with accuracy.

You will promote club events and facilities, address guest feedback, and coordinate with Security, M&E, and Housekeeping to deliver seamless service.