Duties & Responsibilities:

Manage the financial performance of the Members Services operations within AMA

1. Monitor sales reports on a weekly basis and manage events and promotions calendar and costings accordingly to achieve budgeted sales revenues for each service area.
2. Actively promote activities through event calendar and promotions for services, events and activities
3. Manage costing of all members services to ensure no section operates at a loss.
4. Manage cash controls within the administration including member payments, petty cash & cash deposits in liaison with finance and according to financial policy.

Manage Members Services & Relations:

1. Actively engage with International Organisation’s to promote AMA membership and maintain maximum membership numbers at all times.
2. Ensure Members Services team provides accurate and timely administration support to members including application process, billing and general enquiries ensuring highest quality customer services.
3. To follow all USG and AMA policies and procedures and ensure clear and accurate information is conveyed to members at all times regarding all aspects of AMA operations. When necessary, oversee member complaints process ensuring response times and quality of information provided is appropriate and according to policy.
4. Maintain and update AMA Members Services policies.
5. Oversee a quarterly events calendar to offer a mix of activities according to member’s feedback to serve the different interests of the member community.
6. Manage and develop the AMA Members multimedia communication plan, and oversee the execution and delivery of all communications to highest standards for international membership base.
7. Oversee the management of Recreation & Fitness and Spa & Therapy units to maximize the service provision and profitability of these units.
8. Provide continuous business development support for third party services, managing market review and tender process to maximize member service and AMA commission income.
9. Oversee the management of third party service provider contracts, ensuring appropriate service levels and contract clauses are upheld.
10. Handling guest suggestions, feedback & complaints taking timely and appropriate action.

Management of Members Services Team

1. Responsible for team morale and motivation, which should be encouraged through formal and informal processes including coaching and development, staff events and activities and strong leadership.
2. Manage the performance cycle of Members Services Staff  including up to date Job Descriptions, Personal Objectives and Goals setting and performance appraisals
3. Promote AMA values and ensure staff are aware of and adhere to all AMA polices
4. Promote and coach excellent customer service skills.
5. Oversee duty roster of recreation staff and maintenance of central attendance and leave records for Members Services Staff

General

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