Report to: General Manager
Working Hours: 48 hours per week
Benefits: Allowances, Provident Fund, Leave package, Medical Cover
Position Description:
The Members Services Manager manages all aspects of the Members Services Unit including: Recreation & fitness, Spa & Therapy, third party service contracts and membership administration and communications. This includes responsibility for the effective financial management, costings and cash control as well as service delivery and excellence to International standards of our membership of the international and diplomatic community.
Duties & Responsibilities:
1. Manage the financial performance of the Members Services operations within AMA
- 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
- Actively promote activities through event calendar and promotionsfor services, events and activities
- Manage costing of all membersservicesto ensure no section operates at a loss
- Manage cash controls within the administrationincludingmember payments, petty cash &cash deposits in liaison with finance and according to financial policy
2. Manage Members Services&Relations
- Actively engage with International Organisation’s to promote AMA membership and maintain maximum membership numbers at all times
- Ensure Members Services team providesaccurate and timely administration support to members including application process, billing and general enquiries ensuring highest quality customer services
- 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
- Maintain and update AMA Members Services policies
- 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
- Manage and develop the AMA Members multimediacommunication plan, and oversee the execution and delivery of all communications to highest standards for international membership base
- Oversee the management of Recreation & Fitness and Spa& Therapy units to maximize the service provision and profitability of these units
- Provide continuous business development support for third party services, managing market review and tender process to maximize member service and AMA commission income
- Oversee the management of third party service provider contracts, ensuring appropriate service levels and contract clauses are upheld
- Handling guest suggestions, feedback &complaints taking timely and appropriate action
3. Management of Members Services Team
- 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
- Manage the performance cycle of Members Services 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
- Promote and coach excellent customer service skill
- Overseeduty roster of recreation staff and maintenance of central attendance and leave records for Members Services Staff
4. General
- Undertake delegated tasks from the GM 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 8+ years of work experience in a relevant field
- Highly Competent in Microsoft Office applications, Internet Newsletter and survey services such as Survey Monkey / Mailchimp and or equivalents
- Experience in customer services to International clients, preferably with experience of working overseas
- Experience in Recreation, Leisure or Spa & Therapy preferred
- Commercial awareness & understanding of financial management and compliance processes and preferably experience of managing a business unit
- Experience of staff management, team leadership and human resource processes. Knowledge of motivation & coaching techniques & performance management processes
- Fluency in written and vocal English language
Values and Characteristics:
The successful candidate will be responsible for 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
- Strong Team leader to manage a team of up to 15 staff members across recreation and spa units
- 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.
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