Report to: Members Services Manager

Working Hours: 48 hours per week

Fringe Benefit: As per AMA policy

Position Description:
The Members Services supervisor is responsible for Spa & Therapy services and external contracts. This includes responsibility for the effective financial performance of these sections as well as service delivery and excellence to International standards of our membership community. This role is responsible to support the annual communication plan and coordination of all events at AMA. 

Duties & Responsibilities:

1. Supervise and support the financial performance of the Membership fees, Spa & Therapy and third party vendor operations within AMA

• Monitor sales reports on a weekly basis and make recommendations about services, activities and events that should be promoted
• Work through co-supervisor to implement AMA communication plan for activities through event calendar and promotions for services, events and activities
• Support Members Services Manager with market search and set up of third party service providers. Oversee third party contracts to maximize AMA commission income
• Support Members Services Manager to ensure optimum membership through engagement with International organisations and the international community
• Ensure that various Spa & Therapy services are accurately booked by administrative staff. Ensure that positive image of AMA and customer service procedures are maintained 

2. OverseeMembers Administration:

• Prospective and New members: Ensures that accurate information about all aspects of AMA operations, facilities and policies is provided to prospective members
• Ensures that applications are filled out completely and that all required documentation is included in submitted forms, submits completed applications to the General Manager within 24 hours of receipt. Supervises the processing of applications, maintains an accurate log of applications and routing, and researches the status of applications which are not processed quickly.
• Ensures that new members pay required dues and fees and they receive identification cards promptly
• Oversea the member billing and payments process. Ensure that account records for each member are accurate and up to date for each member. Bills must be accurate and are to be issued by the 2nd of each month
• Contacts members when accounts are delinquent and follows late fees and other related policies. Ensure closure of inactive membership account according to policy
• Liaison with General Services Supervisor for security related matters for Members and Guests
• Member information and Problem Resolution: manage member complaints according to AMA and USG policies, procedures, and programs and provide clear and accurate information to members when requested. Receives complaints in a courteous and professional manner, resolves them immediately if possible and at least within 72 hours, communicated regular with members until complains are resolved, keeps accurate written records of complaints and action taken. Reports more serious issues to Members Services Manager for guidance when appropriate
• Provides any necessary assistance and support to the Accounting and General Managers and auditors to ensure that AMA operates in a fiscally sound manner

3. Supervision of MROs, Spa & Therapy Team & Third Party Contractors

• Manage the performance cycle of direct reporting staff  including up to date Job Descriptions, Personal Objectives and Goals setting and performance appraisals
• Promote AMA values and ensure staff are aware of and adhere to all AMA polices 
• Oversee duty roster of MROs and Spa staff and maintain the central attendance and leave records

4. General

• Undertake delegated tasks from the Member Services Manager timely and efficiently and ensure that new ideas of policies are sustained.Performing other duties as assigned by the Manager

Skills and Experience:

• Bachelor’s degree level qualification with 3-5 years of work experience in a relevant field
• Highly Competent in Microsoft Office applications
• Experience in customer services to International clients, preferably with experience of working overseas
• Experience in Spa & Therapy
• Commercial awareness & understanding of financial management and compliance processes 
• Fluency in written and vocal English language

Values and Characteristics:
The successful candidate will be responsible for supervising the Members Services at the major Recreation, Welfare and Commissary facility in Nepal for the International Community. As such they will be required to be:

• Self-Starting and demonstrate initiative
• Innovative and passionate about excellence
• Strong communication skills
• Good time management & delegation skills
• Interest and knowledge of recreation & leisure industry
• Motivated and energetic person with strong communication and social skills
• Innovative and creative thinker, open to new ideas and driving change & excellence

Apply to us for the next adventure in your career. 

TO APPLY:

Please send a copy of your CV to [email protected] and a cover letter stating why you feel you are appropriate for the role. 

OR,