Director of Member Experience - Homewood, Lake Tahoe

Director of Member Experience – Job Description

Key Relationships

Reports to: General Manager

Direct reports: Member Experience Coordinator(s), Transportation and additional as determined

The Director of Member Experience will be responsible for organizing the prospect, member, and guest experience as it relates to prearrival and planning to on-site coordination through to departure. Initial responsibilities also include but are not limited to, club communication, residential services support, swag ordering and organization, office support and administration, as well as event assistance and other duties as requested.

Key Responsibilities

• Establish and coordinate the welcome, departure and overall experience for prospects, members and guests ensuring an extraordinary visit
• Create and maintain standard operating procedures for the department as it relates to prospect, member and club-wide communication, systems, itineraries, inventory, supplies, and overall departmental organization
• Implement and organize the department to meet, or exceed member expectations through the creation of club calendar, member programming and club communication, as well as supporting software and systems
• Establish systems for ordering, organizing, preparing and delivering swag, i.e. prospect and guest gifts and clothing in a manner that is consistent with the brand
• Prepare swag for prospects and guests to deliver upon arrival, during, or post-visit as well as packaging and shipping to partners and clients as requested
• Work with General Manager, Food & Beverage, and Outdoor Pursuits to order, organize and prepare amenities, groceries, and other items in advance of prosect and guest visits
• Receive, organize, and confirm incoming prospect and guest requests from General Manager and VP of Sales and provide prompt follow through
• Coordinate transportation, lodging and dining for prospects, members and guests
• Plan and create itineraries for prospects, members and guests
• Greet members and prospects upon arrival and departure as requested
• Communicate with prospects, members and guests as well as all related departments, i.e. Corporate Office, Sales, Marketing, Outdoor Pursuits, F&B, Lodging, Mountain Ops, Marina, Finance and Administration as required to organize and execute successful experiences
• Establish and maintain prospect and member profiles/preferences program
• Coordinate and support events and activities for members, prospects and employees
• Create and maintain relationships with vendors and suppliers to coordinate member and prospect activities, lodging and transportation
• Other special projects as assigned
• Represent the Company in a professional manner at all times

Skills and Qualifications

• Prior experience and proven success in a leadership role within the hospitality, service, or recreation industry is strongly preferred
• Positive attitude, professional demeanor, and exceptional communication and interpersonal skills to deliver service to members, guests and team members
• High degree of knowledge and experience organizing and executing member experiences, events and programs at clubs and/or hotels/resorts
• Knowledge of and ability to operate computer and communication platforms (i.e Jonas, Club Essentials, Alice, Microsoft Office)
• Ability to work and lead in a team environment
• Ability to stay calm and focused during the busiest of times
• Ability to work a flexible schedule, including evenings, weekends, and holiday and a shift greater than eight (8) hours in length

About Discovery Land Company

Founded in 1994 by Michael S. Meldman, Discovery Land Company specializes in building luxury residential private club communities and resorts throughout North America. We have grown to be the premier player in the high-end resort residential niche with 20 world-class projects in our portfolio. Our communities are distinct with their own architectural styles, world-class amenities, and high levels of service.

We don’t build buildings, but rather we build settings where families can create intergenerational memories and enrich their lives in exquisite and untouched sanctuaries. These settings offer a casual and comfortable sense of community through outstanding clubhouses, premier golf courses, welcoming staff, world-class culinary offerings, and outdoor pursuits. To ease and enrich your experiences, Discovery holds itself to the highest of service standards. Every decision we make is driven by one fundamental objective: to make the time you spend with the people you care about most not merely enjoyable, but memorable.

For more information about our company - https://discoverylandco.com

About the Project – Homewood Mountain and Lake Club

Homewood Mountain and Lake Club is designed for the way modern families want to enjoy Lake Tahoe. With just 223 lakefront ski-in/ski-out residences, it is a close-knit community of like-minded families where the awe-inspiring landscape and relaxed, alpine ambiance inspire lifelong friendships and wellbeing as well as an overwhelming sense of carefree fun and adventure. Amenities will include a ski mountain and lake club with unparalleled outdoor recreation served by majestic, modern lodges, state-of-the-art spa, wellness and wellbeing center, and outstanding culinary programs with true farm-to-table dining experiences.