Director of Member Staff - Woodside

Overview

At Woodside, we're not just a health and social club; we're your community, your sanctuary for a holistic, vibrant life. We're devoted to crafting the healthiest, happiest, and most exceptional version of yourself.

Woodside is seeking a dynamic and experienced individual to join our team as the Director of Member Staff. The ideal candidate will be passionate about delivering exceptional customer service, cultivating a positive and welcoming environment, and leading a team to achieve organizational goals. This critical role will be overseeing a team of up to 60 individuals that are dedicated to providing a consistent exceptional experience for their clients. This encompasses various responsibilities including recruitment of top-tier talent, comprehensive training programs, and the meticulous execution of all policies and procedures.

Responsibilities

• Ensure all client facing employees are properly trained and are able to answer and respond to inquiries and needs.
• Develop strategies to address issues regarding staff service and organization knowledge.
• Ensure excellence in member services through consistent and relevant training on all systems, processes and procedures.
• Set organization expectations to maintain the highest level of quality client experience.
• Provide ongoing coaching and mentoring to team members including conducting training workshops.
• Ensure adherence to rules & regulations including maintaining up to date documentation.
• Work to resolve disputes, concerns or issues and remedies situations for client satisfaction.
• Ensure proper scheduling of various department staff based on hours of operation and needs of the business. Must be flexible to cover shifts in times when business needs additional support.
• Manage departmental expenses within budgetary guidelines.
• Ensure operational efficiencies throughout all spaces in the organization.

Qualifications

• Bachelor’s Degree in Business, Hospitality, Club Management or related field. Relevant combination of education and experience will be considered.
• 5+ years working in the hospitality and/or customer-service industries.
• Superior customer service skills with proven leadership abilities to manage and motivate staff.
• Excellent interpersonal communication skills, including phone and email communication.
• Consistent attention to detail, good organizational skills and ability to effectively prioritize multiple tasks.
• Good judgment and problem-solving skills including the ability to maintain confidentiality.
• Advanced knowledge of MS Office products and other technologies.
• Ability to react to extremely difficult situations and emergencies while remaining calm and professional.
• Ability to work weekends, evenings and holidays.

OMNI is honored to be retained in this search. We appreciate your referrals to professionals who may have an interest in this outstanding opportunity. Formal interest accepted through the OMNI Executive Career Portal. Please direct all inquiries to:

OMNI Human Resource Management

Meredith Baker, Search Consultant – mbaker@omnihrm.com | 913-653-8096

OMNI and our clients are Equal Opportunity Employers and seek diversity in candidates for employment. EEO Employer W/M/Vet/Disabled/Sexual Orientation/Gender Identity.