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

1.      Support the end-to-end process in the governance of House Rules for non-racedays and racedays of all Clubhouses (HK and Mainland) and Racecourses.

2.      Support the review and update process of Facility House Rules in the role of custodian by working with different Business Units and Line Managers to ensure discussion and decision points are captured, consolidated and approved on timely basis for the annual mid-year and ad-hoc update of the Members' Facilities Directory.

3.      Support the maintenance and interpretation of membership rules and regulations to ensure consistent application, and coordinating proceedings to deal with non-compliance cases.

4.      Support the end-to-end disciplinary procedures of Members' misbehaviours including communication with internal departments as well as Members. This is a critical process in ensuring that all types of Members' non-compliances via the different channels are captured, tracked, and responded to effectively and efficiently as well as inputted timely into the MCRM for up-to-date reporting.

5.      Support departmental projects and prepare management presentation materials

6.      Support the department's internal audit process to ensure standard operating procedures and service level agreements (SLAs) are adhered to in the management and closure of Members' incidents (misbehaviour related) and non-compliant behaviours on Club premises.   

7.      Support the formulation, review and amendment of Membership Policies, Articles of Association, Bye-Laws and/or Rules and Regulations to ensure they reflect the latest membership requirements in alignment with the overall Membership governance and control to preserve the Club's integrity and brand.

8.      Conduct annual review on SOP related to his/her scope of work to ensure that information captured in the SOP is up-to-date and remains effective to achieve its objectives.

9.      Maintain an effective archiving and storage system on Members’ files, membership policies and practices for easy reference and retrieval.

10.   Undertake other projects assigned by Deputy Executive Manager, Membership Administration and/or Manager, Membership Services.

About You

•     A degree in Business Administration, Communication or Hospitality Management or related disciplines

•     A minimum of six years of managerial experience in high-end customer service environment, and experience in administration, legal proceedings, business planning or process management in a private Club or membership organization will be an advantage

•     Excellent attention to detail, independent, well-organized and multi-tasking, with strong analytical, problem-solving skills, mature with pleasant character

•     Customer service and communication skills

•     Excellent proficiency in both written and spoken English and Chinese

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.