Discovery Land Company
If you are an internal applicant, please log into Workday and submit your application via the Jobs Hub. Please click here to apply internally.
This role will be located at one of Discovery Land Company's locations: Austin Surf Club, set outside of Austin, TX.
Austin Surf Club is seeking a Director of Member Services to join the Member Services Department.
The Director of Member Services strives to create an environment where members and staff strengthen their relationships by sharing authentic, inspiring experiences, and creating memories our members will cherish throughout their lives and across generations. The Director of Member Services will lead the department in providing impeccable member and guest services, while working with the Regional VP of Operations, General Manager, Project President, Sales Team, and other Department Leaders to ensure seamless guest experiences. In this role, you will be part of creating the Discovery Land Company experience for our members and fellow employees. Key Responsibilities
•Provide a safe, inclusive community and supporting culture of well-being where families are free to enjoy amenities of the club. •Manage the member services team including scheduling, hiring, training, and performance management, while ensuring the team is supporting the service culture for members, guests and staff.
•Lead club communications through varietal mediums, including personal relationships, email, Pacesetter app and the website.
•Ensure proper coverage to create a seamless service experience while maintaing proper budgetary consciousness and processes.
•Create and oversee daily operating procedures for department.
•Coordinate transportation needs, reservations, and activities for members, guests, and create itineraries for prospects/visitors and with appropriate departments.
•Define the Member Experience in each amenity area, coordinating with department leads to ensure a consistent sequence of service.
•Distribute reports and files related to department, including daily report on onsite activity and up-to-date forecast of visits and special requests.
•Create and update written communication and visual guides including calendars, amenity lists, staff listing, bios and photos. •Ensure the team is providing the highest level of service to members/guests through inspection, training, and coaching. •Provide exceptional service and communication at all times with members/guests and team members. •Make sure member services and valet schedules have adequate coverage for all shifts. •Approve/Deny all unpaid and paid time off requests. Review and approve weekly payroll. •Monitor and issue attendance infraction in accordance with department policy. •Create and oversee daily operating procedures for department. •Create and update list of trusted local area vendors, stores, and services to recommend to members/guests. Act as lead "Concierge" for the club, with strong ties and connections in Austin.
•Meet members/guests upon arrival and departure.
•Find solutions to "areas of opportunity" when observed, brought to the attention by Members, Residents, Visitors, or directed by leadership. •Use strategy to minimize unnecessary purchases/expenses, monitor FTE's and labor - adjust as necessary based on business demands. •Create and regularly update member profiles and preferences. •Create and update written communication and visual guides including calendars, amenity lists, staff listing, bios, and photos.
•Help plan, coordinate and manage branded events including member events on and off property, prospecting events across the world, charity events and lifestyle activations.
•Work with vendors, venues, and partners to deliver elevated experiences that reinforce the brand's position. •Work closely with Sales to create exceptional experiences for prospects/visitors. •Work with General Manager and Public Relations team to promote positive experiences, including photography. •Act as primary liaison between security and operations. •Coordinate with or assist other departments as needed. •Other duties as assigned.
Qualifications •Bachelor Degree in Marketing, PR or Communications (preferred). •Five (5) to seven (7) years of prior supervisor or management experience and proven success in the hospitality, guest service industry, or resort is strongly preferred.
•Knowledge of the surfing industry and surfing culture (preferred).
•Experience partnering and/or working with a Sales & Marketing teams a plus.
•Strong project management skills; highly organized with keen attention to detail.
•Experience planning and executing luxury events.
•Computer literate in Microsoft Office (PowerPoint, Word, Excel) and Adobe Creative Suite (InDesign, Illustrator, Photoshop) as well as Apple products and services.
•Experience with digital platforms (i.e. Pacesetter, Eloqua, Canva, email systems, CRM) and ability to learn new programs quickly.
Additional Requirements •Positive attitude, professional demeanor, and exceptional communication and interpersonal skills to deliver service to members, guests, and team members. •Must be able to work flexible work hours/schedule including evenings, weekends, and holidays. Long hours may be required due to business demands. •Ability to work in a team environment. •Ability to stay calm and focused during the busiest of times. •Ability to read, write, speak, and understand English; additional languages preferred. •Ability to meet the physical demands of the position including, but not limited to, working indoors and outdoors in all weather conditions, standing, walking, and moving for periods of greater than eight (8) hours, and lifting and carrying items sometimes greater than fifty (50) pounds.
Benefits •Competitive Pay or Wage Range •Medical, Dental, and Vision Benefits (Full-Time Year Round Only) •401k Contribution (Full-Time Year Round Only) •Paid Time Off and Paid Holidays (Full-Time Year Round Only) •Employee Meals, Referral Incentives, and Recognition Programs •Holiday Pay •Professional development and upward mobility opportunities •Work-Family Culture
About Us Austin Surf Club is a groundbreaking collaboration between Discovery Land Company and surfing icon Kelly Slater that is redefining residential living with state-of-the-art wave technology and unparalleled amenities. Positioned as Discovery's flagship private surf club, we strive to create an exceptional surf experience that blends Texas-inspired camaraderie with endless adventure. The club offers various residences and signature amenities, including a Kelly Slater-designed surf basin, an Xtreme Park, sports courts, a brew house, a fishing and SUP lake, a spa, a wellness center, and farm-to-table dining experiences. At Austin Surf, our employees use their personal talent, passion, and resources to meaningfully integrate with diverse communities to provide the highest level of service that contributes to the creation of unforgettable experiences. For more information about our club, please visit: https://discoverylandco.com/communities/austin-surf-club
Discovery Land Company is a U.S.-based real estate developer and operator of private residential club communities and resorts with a world-renowned portfolio of domestic and international properties. The mission of Discovery Land Company is to create one-of-a-kind environments that provide individuals and families the freedom, security, and resources to learn, grow, and play in some of the most beautiful places in the world. For more information about our company, please visit: http://www.discoverylandco.com
#LI-SB1
This role will be located at one of Discovery Land Company's locations: Austin Surf Club, set outside of Austin, TX.
Austin Surf Club is seeking a Director of Member Services to join the Member Services Department.
The Director of Member Services strives to create an environment where members and staff strengthen their relationships by sharing authentic, inspiring experiences, and creating memories our members will cherish throughout their lives and across generations. The Director of Member Services will lead the department in providing impeccable member and guest services, while working with the Regional VP of Operations, General Manager, Project President, Sales Team, and other Department Leaders to ensure seamless guest experiences. In this role, you will be part of creating the Discovery Land Company experience for our members and fellow employees. Key Responsibilities
•Provide a safe, inclusive community and supporting culture of well-being where families are free to enjoy amenities of the club. •Manage the member services team including scheduling, hiring, training, and performance management, while ensuring the team is supporting the service culture for members, guests and staff.
•Lead club communications through varietal mediums, including personal relationships, email, Pacesetter app and the website.
•Ensure proper coverage to create a seamless service experience while maintaing proper budgetary consciousness and processes.
•Create and oversee daily operating procedures for department.
•Coordinate transportation needs, reservations, and activities for members, guests, and create itineraries for prospects/visitors and with appropriate departments.
•Define the Member Experience in each amenity area, coordinating with department leads to ensure a consistent sequence of service.
•Distribute reports and files related to department, including daily report on onsite activity and up-to-date forecast of visits and special requests.
•Create and update written communication and visual guides including calendars, amenity lists, staff listing, bios and photos. •Ensure the team is providing the highest level of service to members/guests through inspection, training, and coaching. •Provide exceptional service and communication at all times with members/guests and team members. •Make sure member services and valet schedules have adequate coverage for all shifts. •Approve/Deny all unpaid and paid time off requests. Review and approve weekly payroll. •Monitor and issue attendance infraction in accordance with department policy. •Create and oversee daily operating procedures for department. •Create and update list of trusted local area vendors, stores, and services to recommend to members/guests. Act as lead "Concierge" for the club, with strong ties and connections in Austin.
•Meet members/guests upon arrival and departure.
•Find solutions to "areas of opportunity" when observed, brought to the attention by Members, Residents, Visitors, or directed by leadership. •Use strategy to minimize unnecessary purchases/expenses, monitor FTE's and labor - adjust as necessary based on business demands. •Create and regularly update member profiles and preferences. •Create and update written communication and visual guides including calendars, amenity lists, staff listing, bios, and photos.
•Help plan, coordinate and manage branded events including member events on and off property, prospecting events across the world, charity events and lifestyle activations.
•Work with vendors, venues, and partners to deliver elevated experiences that reinforce the brand's position. •Work closely with Sales to create exceptional experiences for prospects/visitors. •Work with General Manager and Public Relations team to promote positive experiences, including photography. •Act as primary liaison between security and operations. •Coordinate with or assist other departments as needed. •Other duties as assigned.
Qualifications •Bachelor Degree in Marketing, PR or Communications (preferred). •Five (5) to seven (7) years of prior supervisor or management experience and proven success in the hospitality, guest service industry, or resort is strongly preferred.
•Knowledge of the surfing industry and surfing culture (preferred).
•Experience partnering and/or working with a Sales & Marketing teams a plus.
•Strong project management skills; highly organized with keen attention to detail.
•Experience planning and executing luxury events.
•Computer literate in Microsoft Office (PowerPoint, Word, Excel) and Adobe Creative Suite (InDesign, Illustrator, Photoshop) as well as Apple products and services.
•Experience with digital platforms (i.e. Pacesetter, Eloqua, Canva, email systems, CRM) and ability to learn new programs quickly.
Additional Requirements •Positive attitude, professional demeanor, and exceptional communication and interpersonal skills to deliver service to members, guests, and team members. •Must be able to work flexible work hours/schedule including evenings, weekends, and holidays. Long hours may be required due to business demands. •Ability to work in a team environment. •Ability to stay calm and focused during the busiest of times. •Ability to read, write, speak, and understand English; additional languages preferred. •Ability to meet the physical demands of the position including, but not limited to, working indoors and outdoors in all weather conditions, standing, walking, and moving for periods of greater than eight (8) hours, and lifting and carrying items sometimes greater than fifty (50) pounds.
Benefits •Competitive Pay or Wage Range •Medical, Dental, and Vision Benefits (Full-Time Year Round Only) •401k Contribution (Full-Time Year Round Only) •Paid Time Off and Paid Holidays (Full-Time Year Round Only) •Employee Meals, Referral Incentives, and Recognition Programs •Holiday Pay •Professional development and upward mobility opportunities •Work-Family Culture
About Us Austin Surf Club is a groundbreaking collaboration between Discovery Land Company and surfing icon Kelly Slater that is redefining residential living with state-of-the-art wave technology and unparalleled amenities. Positioned as Discovery's flagship private surf club, we strive to create an exceptional surf experience that blends Texas-inspired camaraderie with endless adventure. The club offers various residences and signature amenities, including a Kelly Slater-designed surf basin, an Xtreme Park, sports courts, a brew house, a fishing and SUP lake, a spa, a wellness center, and farm-to-table dining experiences. At Austin Surf, our employees use their personal talent, passion, and resources to meaningfully integrate with diverse communities to provide the highest level of service that contributes to the creation of unforgettable experiences. For more information about our club, please visit: https://discoverylandco.com/communities/austin-surf-club
Discovery Land Company is a U.S.-based real estate developer and operator of private residential club communities and resorts with a world-renowned portfolio of domestic and international properties. The mission of Discovery Land Company is to create one-of-a-kind environments that provide individuals and families the freedom, security, and resources to learn, grow, and play in some of the most beautiful places in the world. For more information about our company, please visit: http://www.discoverylandco.com
#LI-SB1