Wentworth Club is one of the world’s finest private members Golf and Country Clubs, famous for its outstanding three Championship golf courses, in addition to a luxury Tennis & Health Club. The Club is surrounded and entwined within the Wentworth Estate, one of the most prestigious private estates in the London suburbs where many of the world’s premier golfers have their home.

We are seeking a proactive and dedicated Member Services Supervisor to join Wentworth Club.

The Member Services Supervisor will be responsible for the day-to-day running of the Member Services & Front Office Team and will play a pivotal role in implementing five-star standards in our commitment to exceptional service., Developing the Member journey, ensuring seamless operations across all Front of House activities and bringing nothing but the highest service standards to the Member Services & Front Office Team. You will manage the front office, boutique rooms, administration and Member services to create an energetic, Member-focused environment. Member Services Supervisor will also oversee the Switchboard and Pacesetter (App) Messaging service. Provide a hands-on approach to initiating, managing, monitoring and fulfilling Member enquiries, whilst mantaining the highest levels of professionalism.

Maintaining the high presentation standards of the member services and front office department and all surrounding areas will also be crucial to this role.

What I do

• Oversee the day-to-day running of the reception team, which includes switchboard ensuring smooth and efficient functioning.
• Manage and coordinate the staff to ensure exceptionally high levels of service are being delivered consistently to members and guests.
• Improve the member journey, implement a 5* way of working and ensuring it is always of the very highest standards.
• Manage and oversee the switchboard and members app messaging service.
• Integrate with Golf, Golf Ops and F&B.
• Ensure the club facilities, including the front office area, lounge, all corridors, and amenities, are maintained to the highest standards.
• Supervise and implement health and safety regulations to ensure the safety of staff, members, and guests.
• Play an active role within the Health & Safety Committee.
• Cover all staff sickness and annual leave if no one else is available.
• Act as cover for seasonal periods.
•  Ensure that all staff rostering is done in accordance with the company guidelines.
• Act as a point of contact for members, addressing any concerns or inquiries in a professional and timely manner.
• Work closely with the management team to develop and implement strategies for continuous improvement of the department’s services and facilities.
• Coordinate Front Office operations for club events and functions, ensuring they are executed flawlessly and meet the expectations of members and guests.
• Monitor and manage club inventory, including equipment, supplies, and merchandise.
• Create and train all new SOP’s.
• Implement a completely new paperless system for the Member Services and Front of House Team.

Key Areas of Activity

• Manage all front of house operations.
• Uphold exceptional standards of Member service, ensuring a warm and efficient welcome for all Members and guests.
• To lead and support the front of house team with a proactive and friendly approach, ensuring operational excellence through the support of the Director of Golf and Club Manager and department heads.
• Manage and support the reception team along with switchboard.
• Ensure the best experience for Members and their Guests. The Front of House Manager must be able to monitor the work of each individual and pay close attention to every detail.
• Conduct various administrative tasks and resolve Member related issues.
• Responds to Member enquiries and service requests and perform active follow up to ensure Member satisfaction and increased Member engagement.
• Stay informed with activities/events happening across the Club, including Tennis & Health Club.
• To work towards goals/KPI’s set by the Director of Golf for yourself and the team.
• Produce monthly Membership activity reports for Club Manager
• Effectively create and manage all Reception rostering ensuring that the correct level of staffing is always in place.
• Ensure that all Reception check sheets and logs are signed off daily until paperless system is implemented.
• Manage and deliver all training to the reception team, leading, coaching and motivating your team with frequent training refresher sessions.
• Hold frequent 1-1’s to keep track of their personal development goals.
• Covering absences and annual leave across the Department where required.
• Receive and manage all guest feedback. To resolve and learn from all compliments/complaints.
• Oversee and manage all Hotel Bookings.
• Responsible for achieving Hotel occupancy and revenue targets every month.
• To ensure that the telephones, booking, and computer systems are correctly operated at all times.
• Covering a variety of shifts and being on duty for all main events.

Key Knowledge, Skills & Experience

• Have a proven track record in managing people.
• Have experience in working in a 5* Front of House environment in a supervisory or management role.
• Exceptional customer service skills, with a natural ability to interact positively with Members and guests.
• Excellent communication skills
• High attention to detail
• Strong people and problem-solving skills
• Good working knowledge of Word, Excel, Outlook & PowerPoint
• Have prior Duty Management experience
• Ability to remain calm under pressure
• First aid at work qualification desirable

Key Personal Attributes

• Able to communicate effectively with all stakeholders across the Club.
• Ability to work independently and use initiative
• Dynamic, proactive and motivated individual with a ‘can do’ attitude.
• Demonstrate great teamwork
• Flexible and adaptable to the changing demands of the business.
• Attention to detail and the ability to spot and correct errors
• Ability to work unsocial hours from time to time