Club Member Services Manager (Cotino™)

Disney Experiences; Rancho Mirage (CA); On-site; USD 71,000 - 96,000; Full time

Job summary

An established industry player seeks a dynamic Club Member Services Manager to lead a team dedicated to delivering exceptional concierge-style service. This role involves overseeing daily operations, fostering a culture of excellence, and ensuring personalized experiences for members. The ideal candidate will have a passion for guest service, strong leadership skills, and the ability to collaborate across teams. Join a vibrant community where your contributions will enhance the member experience and drive service excellence in a unique environment.

Benefits

Health Benefits

Educational Opportunities

Exclusive Perks

Qualifications

• 2+ years of leadership experience in the service industry.
• Strong guest service and communication skills are essential.
• Ability to handle unique scenarios with composure.

Responsibilities

• Oversee daily operations and resolve issues promptly.
• Lead Cast Members through recognition, coaching, and training.
• Manage relationships in a private club environment.

Skills

Leadership in Service Industry

Guest Service Skills

Communication Skills

Creative Problem-Solving

Financial Understanding

Analytical Skills

Confidentiality Maintenance

Relationship Building

Time Management

Multilingual Abilities

Education

High School Diploma

Bachelor's Degree in Relevant Fields

Tools

Windows

Job description

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As an Artisan Club Member Services Guest Experience Manager, you will be part of the Cotino, A Storyliving by Disney community team. You will lead a team focused on delivering exceptional concierge-style service to our Artisan Club members, maintaining close yet professional relationships to maximize and personalize the club experience. You will support and lead employees, providing them with the necessary knowledge and resources to foster a culture of personalized attention and "solve for yes".

You will oversee all aspects of daily operations, manage hourly staff, coordinate logistics, and make informed decisions to create personalized experiences for members, aligning with business goals like service excellence and financial targets. This role requires managing communication channels such as in-person interactions, phone calls, chat, email, and possibly in-app messaging. Collaboration across multiple teams is essential.

This position is onsite at Cotino, A Storyliving by Disney in Rancho Mirage, California, reporting to the Artisan Club Operations Director.

Responsibilities:

1. Demonstrate a passion for guest service and genuine hospitality to a high-repeat visitation audience.
2. Oversee daily operations, make decisions benefiting Members and Cast Members, and resolve issues promptly.
3. Provide regular updates to Cast Members about Club programs, events, and guidelines.
4. Lead Cast Members through recognition, coaching, counseling, discipline, and training to exceed Member expectations.
5. Supervise staffing levels, forecast shift needs, and manage supplies and expenses.
6. Promote a culture of excellence, collaboration, diversity, and innovation.
7. Ensure policies and standards are consistently applied, balancing high-priority Member needs.
8. Support operational aspects of member events, coordinating with relevant teams for effective communication.
9. Manage relationships inherent in a private club environment, setting appropriate expectations and accountability.
10. Conduct routine inspections with facilities and vendors, documenting issues and actions.
11. Support third-party membership opportunities for Artisan Club members through local businesses.

Basic Qualifications:

• At least 2 years of leadership experience in the Service Industry
• Ability to maintain confidentiality
• Ability to handle unique scenarios with composure
• Skills in analyzing complex Member requirements
• Ability to develop relationships and work collaboratively
• Creative problem-solving skills
• Proficiency in Windows and other technologies
• Excellent guest service skills
• Strong communication skills, verbal and written
• Understanding of financial aspects like budgets, revenue, and costs
• Availability to work any day, including weekends, nights, and holidays
• Valid CA Driver’s License in good standing

Preferred Qualifications:

• Experience in luxury resort or private club environments
• Knowledge and passion for Disney Experiences
• Willingness to learn new applications and business lines
• Ability to work independently
• Strong organizational and time management skills
• Multilingual abilities

Education:

• High school diploma or equivalent required
• Bachelor's degree in relevant fields preferred

Benefits:

Disney offers a comprehensive rewards package including health benefits, educational opportunities, and exclusive perks. More details are available at Disney Benefits.

The salary range for this role in Rancho Mirage, CA is $71,000 to $95,100 annually, with potential bonuses and incentives, plus other benefits.

Additional Info:

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Industry: Entertainment Providers