Director of Member Experience

Baltimore Country Club; Baltimore (MD); Sur place; USD 120 000 - 170 000; Plein temps

Résumé du poste

Baltimore Country Club in Baltimore, MD, seeks a Director of Member Experience to elevate hospitality across dining, events, sports, and guest interactions, ensuring every moment feels thoughtful and memorable. This leadership role drives cross‑department collaboration, mentors staff, manages the member feedback process, analyzes survey data, and translates insights into Experience Roadmaps.

The ideal candidate has refined hospitality expertise, strong communication and relationship‑building

Qualifications

• College degree in hospitality or related field preferred.
• Experience with survey management and data analysis.
• Excellent interpersonal and communication skills.
• Proficiency in Microsoft Office.

Responsabilités

• Lead efforts to create exceptional member experiences across club touchpoints.
• Mentor and train department leaders and staff.
• Manage member feedback surveys and data analysis.
• Translate insights into Experience Roadmaps and improvements.
• Collaborate with General Manager and Board to align goals.

Connaissances

Leadership

Communication

Hospitality

Survey analysis

Formation

Bachelor's degree in hospitality or related field

Outils

Microsoft Office

Description du poste

Elevate The Member Experience. Inspire Exceptional Service.

At Baltimore Country Club, exceptional hospitality is about more than service it's about creating experiences that feel thoughtful, seamless, and genuinely memorable. We are seeking a Director of Member Experience who brings a passion for refined hospitality, a talent for developing people, and a commitment to service excellence. This influential role will connect teams and departments, champion our Members' voices, and turn insight into action, helping ensure that every experience reflects our standards and our belief that Great People Make Favorite Places.

About Baltimore Country Club

Baltimore Country Club was founded in 1898 and it was a success from the start, with 600 members enjoying its 150-acre facility less than five miles from downtown Baltimore. Just one year after opening, the Club gained immediate recognition in the golf world by hosting the fifth United States Open Championship. Today the Club is nearly 3,400 members strong with two campuses. It is widely recognized as one of the top 50 country clubs in the nation and top 100 in the world. We are all about the simple truth and doing what is right not what is easy.

A DAY IN THE LIFE AS THE DIRECTOR OF MEMBER EXPERIENCE

The Director of Member Experience leads the Club's efforts to create exceptional, seamless, and memorable experiences for Members and guests across all Club touchpoints, including dining, events, sports, and off-site experiences. Aligned with the Club's standards and Simple Truth, this role works collaboratively across departments to elevate service, strengthen communication, and foster a culture of hospitality.

The Director monitors service performance and mentors, trains, and guides department leaders and staff in delivering meaningful, high-quality interactions. This role also leads the Club's Member feedback process, including survey management and data analysis, partnering with the General Manager and Board to translate insights into Experience Roadmaps and actionable improvements.

Serving as a bridge between Members and staff, the Director regularly collaborates with teams to track progress, implement strategies, and ensure service goals are achieved-ultimately helping make every Member experience exceptional.

Qualifications

The ideal candidate brings seasoned experience and a strong understanding of exceptional hospitality and service excellence, with the ability to consistently deliver a refined and memorable Member experience. A college degree in hospitality or a related field is preferred, as is equivalent education, certification, or relevant professional experience. The successful candidate will possess strong interpersonal and communication skills, a personable and enthusiastic approach, and the ability to build meaningful relationships while working effectively as both a leader and a team member. Experience with survey management, data and trend analysis, and using Member feedback and insights to identify trends and drive meaningful improvements is highly valued. Strong written and verbal communication skills, along with proficiency in Microsoft Office, are also required.

Do you work well as part of a team? Do you have excellent customer service skills and a love for hospitality? Do you have good communication skills and the ability to memorize information easily? Can you read and follow directions well? Are you quick on your feet and able to work in a fast-paced environment? Do you prefer doing the right thing instead of what is easier? If so, then you might just be perfect for our Director of Member Experience position!

Equal Opportunity Employer