Membership Coordinator

Description

Job Title: Membership Coordinator
Department: The Club at the Biltmore

Reports To: Membership Manager

Position Summary

The Membership Coordinator supports the daily administrative operations of The Club at The Biltmore, primarily serving fitness memberships and the broader Club experience, including member events and benefits throughout the property. The position provides responsive service to current and prospective members and maintains accurate membership information.

The Membership Coordinator assists the Membership Manager with membership inquiries, sales follow-up, renewals, member communications, event coordination, recordkeeping, and billing support, while delivering service consistent with The Biltmore Hotel standards.

Responsibilities

Membership Sales and Retention

· Assist the Membership Manager with prospect outreach, membership inquiries, appointment scheduling, and follow-up communications.

· Support membership sales initiatives by tracking inquiries, referrals, and follow-up activity.

· Provide information about Premier memberships and refer prospective members to the Membership Manager for sales discussions and enrollment.

· Assist with membership renewals by preparing notices, contacting members as directed, and updating renewal records.

· Build positive relationships with members and assist with retention and member engagement activities.

· Respond promptly to membership inquiries by telephone, email, website, and other communication channels, escalating issues as appropriate.

· Schedule and assist with property tours for prospective members and explain Club benefits and offerings within established guidelines.

Membership Operations and Administration

· Support the daily administrative operations of the Club and maintain organized, efficient departmental processes.

Work under the direction of the Membership Manager, completing assigned administrative tasks, communicating priorities, and providing timely status updates.

· Maintain accurate membership records, contracts, and account information within Agilysys and other applicable systems.

· Prepare and process new membership applications, account activations, membership cards, and related documentation in accordance with established procedures.

· Assist with billing inquiries, payment records, collection follow-up, and coordination with the billing function as directed.

· Manage incoming inquiries, appointment calendars, correspondence, and routine departmental administrative needs.

· Compile membership activity data and assist in preparing monthly sales reports, biweekly commission reports, and other departmental documentation.

· Prepare purchase order documentation and assist with tracking membership-related event revenue and payments.

· Maintain organized membership files, records, and departmental databases.

· Coordinate with Golf and other hotel departments, as directed, to help maintain accurate membership eligibility and access records.

Member Relations and Guest Experience

· Serve as a welcoming first point of contact for routine member inquiries, requests, and assistance.

· Document member concerns and refer complaints requiring resolution or management approval to the Membership Manager.

· Maintain the membership complaint log and track follow-up actions as directed.

· Maintain courteous and professional relationships with members, prospective members, and hotel departments.

· Assist with VIP membership requests and promptly escalate special arrangements to the Membership Manager.

· Provide personalized, attentive service consistent with The Biltmore Hotel luxury hospitality standards.

Member Events and Communications

· Assist with Club membership events, including monthly gatherings, themed events, wine dinners, tasting receptions, and other membership functions.

· Support event planning logistics with hotel departments, including menus, décor, supplies, reservations, and banquet event order details.

· Process event reservations, registration, attendance lists, and payments according to established procedures.

· Assist with event setup, check-in, hosting, and member engagement.

· Research event resources and vendors and coordinate logistical details as assigned.

· Prepare and distribute membership newsletters, promotional communications, renewal notices, and quarterly mailings as directed.

Departmental Collaboration and Performance

· Coordinate with Golf, Food and Beverage, Finance, and other departments to support Club membership administration.

· Assist with membership promotions, outreach, and other initiatives developed by the Membership Manager.

· Support external networking or promotional events when assigned.

· Maintain membership sales and activity trackers and provide updates to the Membership Manager.

· Follow departmental policies, Biltmore Standard Operating Procedures (BSOPs), and established service expectations.

· Perform additional administrative and member-service responsibilities as assigned by the Membership Manager.

Requirements

Experience and Education Required

· Education
High school diploma required. Some College preferred.

· Experience

Minimum of 1 year of administrative or customer service experience preferred. Hospitality, membership services, or sales support experience preferred.

Skills Required

· Must be able to:

o Speak, read, write and understand the English language. (Spanish Preferred)

o Compute accurate mathematical calculations.

o Provide legible communication and directions.

o Perform job functions with attention to detail, speed and accuracy.

o Prioritize and organize.

o Think clearly, remaining calm and resolving problems using sound judgment.

o Follow directions thoroughly.

o Understand guest’s service needs.

o Work cohesively with co-workers as part of a team.

o Work with minimal supervision.

o Maintain confidentiality of guest information and pertinent resort data.

o Use a computer keyboard and possess basic typing skills.

o Possess moderate to advanced computer skills.

o Work in a dynamic and constantly changing environment.

o Adept to multitasking.

o Provide excellent Customer service skills

o Use computer software such as Word, Excel, In-Design and or Photoshop proficiently.

o Understand marketing and sales.

Physical Demands

· Must be able to:

o Move, lift, carry, push, pull, and place objects weighing less than or equal to 20 pounds

o Stand, sit, or walk for an extended period of time or for an entire work shift

o Reach overhead and below the knees, including bending, twisting, pulling, and stooping

o Use, carry, and operate all necessary office equipment using finger dexterity.

o Communicate with employees, managers, and guests through verbal communication, hearing ability, and visual acuity.

o Visually look at a computer for extended periods of time.

o Adapt to moderate temperatures in the hotel as thermostat is controlled by hotel environmental systems. Most work tasks are performed indoors.

Success Criteria

Membership is a fast-paced and dynamic environment. The Membership Coordinator must be organized, service-oriented, proactive, detail-focused, and comfortable supporting membership sales, events, communications, and daily administrative needs.

· Team Player

o Demonstrates co-operation within the team and with other departments

o Listens carefully and works well with others

o Has a positive influence on others in the team and clearly enjoys working with people

· Guest Focused

o Anticipates guests’ needs and is sensitive to people from all cultures

o Has a natural, warm smile and a friendly and passionate approach

o Demonstrates confident, helpful and genuine behavior with internal and external guests

· Delivers their Best

o Has energy and sense of urgency for his/her work

o Resourceful, makes things happen and looks for ways to work more efficiently

o Always looks their best and acts appropriately (e.g. approaching guests, body language)

· Composed

o Able to stay calm under pressure

o Demonstrates maturity and ability to cope with the unexpected

o Never lets personal feelings interfere with delivering the highest standards

· Trustworthy and responsible

o Excellent records of attendance and punctuality

o Is reliable and demonstrates the ability to work without supervision

o Demonstrates a high level of personal integrity, honesty and trust

· Time Management

o Uses his/her time effectively and efficiently; values time, concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities

o Makes decisions in a timely manner

· Listening

o Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees

Licenses or Certifications

· N/A

Standard Specifications

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees or guests.

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. This job description reflects the job content at the time of writing and will be subject to periodic change in light of changing operational and environmental requirements. Such changes will be discussed with the job holder and the job description amended accordingly. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.

Due to the nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel which may include overtime, weekends and holidays. The employee will carry out any other duties as are within the scope, spirit and purpose of the job as requested by the line manager or Head of Department/Division.

The employee will actively follow The Biltmore Hotel policies including Equal Opportunities policies and will maintain an awareness and observation of Fire and Health & Safety Regulations. This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

Grooming

All employees must maintain a neat, clean and well-groomed appearance per Biltmore Hotel standards.

*This job description is not an exclusive or exhaustive list of all job functions than an employee in this position may be asked to perform from time to time.