Manager, Membership Services

The Department

Our Membership Services Department plays an essential role in providing co-ordination, administrative support and amenities to deliver quality services to the Club Members and their families.

The Job

• Engage VIPs to create & ensure excellent customer experience through different touch points of the Club
• Support Senior Manager, Membership Services (VIP) to engage VIPs actively through the enhanced human and digital touch points:   

• • Act as Relationship Manager to actively engage VIPs to build trust and collect Members’ feedback, thereafter sharing with relevant stakeholders and developing follow-up improvement initiatives with consideration of impact on Members at various touch points 
  • Assist & support Club’s activities in relations to Voting Members (VM) such as VIP onboarding, VM Briefing, Annual General Meeting / Extraordinary General Meeting, etc 
  • Pro-actively engage Members through different touch points to achieve strategic objectives / KPIs plan  
  • Handling all VIP issues which require management attention 
• Support Management to develop plan to include high value Members (Horse Owners) in next phase of VIP servicing model  
• Manage Members’ voice & feedback in a systematic & traceable manner and liaise with respective Business Units for follow up and recovery.   
• Support Management & participate Conghua Racecourse project to transfer member servicing skillset to Mainland team.  Work closely with SP project stakeholders for staff training, SOP & Simulation 
• Handle Membership related administrative matters such as guest badges, car parking, etc  
• Deputize Senior Manager, Membership Services (VIP) when necessary

About You

• University degree holder in Hospitality Management, or Communication 
• A minimum of 5 years of management experience in service industry  
• Experience in leading a sizable working level (operation) team 
• Hospitality management background 
• Fluency in both written and spoken English and Chinese.
• Fluency in spoken Putonghua and knowledge of Members servicing are added advantages

Terms of employment

The level of appointment will be commensurate with qualifications and experience.

Other Details

Only shortlisted candidates will be notified.

We are an equal opportunity employer. Personal data provided by job applicants will be used strictly in accordance with the Club's notice to employees and prospective employees relating to the Personal Data (Privacy) Ordinance. A copy of which will be provided immediately upon request.