Jockey Club Member Services Supervisor

The Jockey Club Member Services Supervisor is responsible for the day-to-day operation of the Jockey Club and the overall experience of its members and guests. This position oversees club staff maintains membership records and billing manages member needs and reservations and ensures the club consistently meets established service and operational standards. The Supervisor works closely with Food & Beverage Finance Racing Marketing and Guest Services to deliver a professional and consistent member experience.

Essential Duties & Responsibilities

Member Experience

Deliver exceptional customer service to Jockey Club members and guests.

Build positive relationships with members by anticipating needs and resolving concerns promptly.

Ensure members receive consistent professional and personalized service.

Promote member satisfaction and retention through proactive engagement.

Club Operations

Oversee the day-to-day operation of the Jockey Club during live racing and special events.

Ensure the club is clean organized properly staffed and presentation-ready at all times.

Coordinate seating assignments reservations and member accommodations.

Monitor club appearance décor and amenities to maintain a premium atmosphere.

Coordinate with Food & Beverage to ensure appropriate staffing service and execution.

Leadership

Supervise schedule and provide direction to Jockey Club Staff.

Coach team members on hospitality standards and member service expectations.

Assist with onboarding and training of new staff.

Hold staff accountable for attendance performance appearance and service.

Address performance concerns and recognize exceptional service.

Special Events & Promotions

Coordinate the operational execution of Jockey Club member events promotions and special events.

Manage member reservations guest lists seating and other event-related requirements.

Coordinate with Food & Beverage and other departments to ensure events are properly staffed and executed.

Communicate upcoming events promotions and member activities to members.

Assist with initiatives designed to increase member engagement and participation.

Administrative

Maintain accurate membership records account information reservations and member communications.

Manage new membership setup renewals cancellations upgrades and account changes.

Monitor membership expirations and follow up on renewals.

Maintain accurate membership billing and account information.

Monitor outstanding balances and coordinate billing issues with Finance.

Prepare reports related to membership billing attendance and member feedback.

Track membership activity and provide regular updates to management.

Identify operational and member service issues and recommend improvements.

Ensure compliance with company policies and Jockey Club standards.

Qualifications

High school diploma required; associate or bachelors degree preferred.

5 years of hospitality private club restaurant hotel casino membership or guest services experience with at least 2 years of leadership experience.

Strong organizational communication and customer service skills.

Experience with membership billing reservation or customer account systems preferred.

Ability to work evenings weekends holidays live racing and special events.

Proficiency in Microsoft Office.

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