Schaffer's Mill

Whether it’s playing an incredible round of golf, dining at our brand-new restaurant, The Sawyer, skiing the powdered slopes of nearby Northstar, or spending time on Lake Tahoe, it’s the perfect starting point for a lifetime of memories. It offers an incredible four-season family community where friends gather, celebrate, and enjoy each other’s company. Where the word "community" means more.

Where: Set between historic Truckee & stunning Lake Tahoe, California

Pay: $65,000 - $70,000

Benefits:

New management full-time team members working 30 hours or more per week, will be eligible for the Company medical, dental and life insurance plans the first of the month following the first day of full-time employment.

Full-Time team members are eligible to accrue Paid Time Off (“PTO”) in accordance with the Company policy at a rate of 120 hours per year.

Full-Time team members are eligible for 7 paid holidays annually.

All team members 21 years and older are eligible to participate in the J.F. Shea Co., Inc. 401(k) plan after completion of 60 days of service.

POSITION OVERVIEW:

The Member Experience Director oversees Member Services, Lifestyle, and Club Operations to ensure members and guests receive exceptional customer care, meeting the BlueStar Resort and Golf standards. This position assists, and reports to, the Sr. VP, Golf.

KEY RESPONSIBILITIES:

• Communicate the core values and mission of BlueStar Resort & Golf (BSRG) to support the achievement of company goals.
• Maintain confidentiality, positive customer service, and effective communication with all team members to maintain a smooth, informed, safe, and consistent environment for Member Services.
• Create weekly staff schedules and work with staff to provide coverage when needed.
• Greet and welcome members and guests in an energetic and friendly fashion, according to BlueStar protocol, via phone or onsite.Respond to requests and direct calls to staff members and relay messages.
• Screen members and guests for applicable building access, according to community regulations.
• Maintain daily standard operating procedures for the opening and closing of the Club, including a walk through the Clubhouse for a general inspection to assure the rooms are clean, set up properly, and visually meet Clubhouse standards.
• Onboard new members; including sending welcome letters, conducting orientation, setting up in IBS, Mill Minder, Quickpass, transponders, websites, etc.
• Provide guests and members with information, including a variety of quality choices and arrangements regarding the Club, recreation, or other activities; must have extensive knowledge of the Club and local area events.
• Train staff to provide resident services and business center support (copying, mailing, and Fax), schedule appointments, orientation sign up, event registration and fee collection, lost and found process, and other homeowner services; provide support when needed.
• Train staff to assist with administrative support, such as mail delivery, email and phone calls, general filing, spreadsheet creation, data entry and mailing lists, creation of reports, and mass mailings as needed; provide support when needed.
• Oversee office productivity through proficient use of appropriate software applications, especially Microsoft Office. Research and develop resources that create timely and efficient workflow.
• Coordinate and arrange meetings, prepare agendas, reserve and prepare facilities, and record and transcribe department meeting minutes.
• Support employee hiring, training, and employee review and development. Evaluate staff performance and make promotion and disciplinary recommendations to the Club Operations Manager.
• Assist the Lifestyle & Activities department by assisting with the execution of events, maintaining event information, and preparing the scheduled events calendar; maintain scheduling of entertainment and assist with ticket sales and advertisements for events and functions.
• Report repair requests to maintenance staff.
• Maintain the organization and function of all front office equipment and the lobby; work with maintenance staff.
• Provide a clean and safe environment for members and guests.
• Support the hiring process.Supervise team members and maintain effective communication related to Club operations, safety, and employee concerns.
• Assist with budget planning and monitoring support to assure revenues and expenses are achieving and exceeding the department’s financial sales goals.
• Serve as Manager on Duty when the Club General Manager is not available.
• Host Club events and activities and conduct satisfaction surveys for all events.
• Establish relationship with Central Services Lifestyle Director for ongoing support.
• Update the member website and social media, daily to maintain all community activity and event information.
• Create an open forum for communication with homeowners.
• Establish local vendor relationships.
• Other duties and responsibilities may be assigned.

PERSONAL ATTRIBUTES:

• Act as a working manager, demonstrating ability to lead by example.
• Must be highly customer oriented and responsive with high need for closure.
• Able to work under pressure and balance multiple priorities and assignments.
• Strong team-building skills including the ability to lead, cooperate, and motivate.
• Must be role model and able to live our BlueStar core values:
  • Honesty and Integrity
  • Respect for the Individual
  • Teamwork
  • Competitive Spirit

MINIMUM REQUIREMENTS / QUALIFICATIONS / SKILLS:

• High School diploma or equivalent preferred; Bachelor’s degree a plus.
• One to three years’ relative customer service or hospitality experience, with supervisory experience preferred.
• Experience in a Homeowner Association environment preferred.
• Computer literate with proficiency in Microsoft Office.
• Experience with dictation and writing meeting minutes.
• Experience with travel, hotel, and meeting arrangements.
• Ability to write reports; proofreading skills essential.
• Must possess basic computational ability as well as budgetary analysis.
• Ability to speak effectively before groups of members and guests, team members, and the public.
• Ability to work independently and manage priorities.
• Must be flexible and adaptable to change.
• Must have planning, problem-solving, decision-making, delegation, communication, time management, supervisory and employee development skills.
• Must have excellent written and verbal communication skills, and customer service skills while dealing with members, guests, and staff.
• Must demonstrate initiative, with an ability to think, work, solve practical problems, and make independent decisions based on sound judgment.
• Must be able to consistently achieve high work standards; attention to detail, accuracy, and timeliness.
• Must be able to pay attention to multiple details and be comfortable working in a fast-paced environment where continuous improvement is expected.
• This position requires a flexible schedule to include evenings and weekends.
• Valid driver’s license may be required.

WORK ENVIRONMENT:

This position generally operates in a professional indoor office environment, but may have some exposure to outdoor weather conditions, and occasionally native wildlife, when on the grounds of the facility or attending outdoor events. There is routine use of standard office equipment, such as computers, phones, copy and fax machines. The noise level in the work environment is usually moderate.

PHYSICAL DEMANDS:

The physical demands described here are representative of those an employee encounters while performing the essential functions of this job.

While performing the duties of this job, the employee is regularly required to see, hear, speak clearly and understand the speech of another person, sit or stand for extended periods of time, walk or be able to move around the work space, use hands to fingers, handle or feel, bend, and reach with hands and arms. The employee must be able to occasionally lift and/or move up to 20 pounds.

BLUESTAR RESORT & GOLF IS AN EQUAL OPPORTUNITY EMPLOYER