JOCKEY CLUB MEMBER SERVICES SUPERVISOR

About the role

The Jockey Club Member Services Supervisor is responsible for the day-to-day operation of the Jockey Club and the overall experience of its members and guests. This position oversees club staff, maintains membership records and billing, manages member needs and reservations, and ensures the club consistently meets established service and operational standards.

Responsibilities

• Deliver exceptional customer service to Jockey Club members and guests
• Build positive relationships with members by anticipating needs and resolving concerns promptly
• Ensure members receive consistent, professional, and personalized service
• Promote member satisfaction and retention through proactive engagement
• Oversee the day-to-day operation of the Jockey Club during live racing and special events
• Ensure the club is clean, organized, properly staffed, and presentation-ready at all times
• Coordinate seating assignments, reservations, and member accommodations
• Monitor club appearance, décor, and amenities to maintain a premium atmosphere
• Supervise, schedule, and provide direction to Jockey Club Staff
• Coach team members on hospitality standards and member service expectations
• Assist with onboarding and training of new staff
• Hold staff accountable for attendance, performance, appearance, and service
• Address performance concerns and recognize exceptional service
• Coordinate the operational execution of Jockey Club member events, promotions, and special events
• Maintain accurate membership records, account information, reservations, and member communications
• Manage new membership setup, renewals, cancellations, upgrades, and account changes
• Monitor membership expirations and follow up on renewals
• Maintain accurate membership billing and account information
• Prepare reports related to membership, billing, attendance, and member feedback

Qualifications

• High school diploma required; associate or bachelor’s degree preferred
• 5+ years of hospitality, private club, restaurant, hotel, casino, membership, or guest services experience, with at least 2 years of leadership experience
• Strong organizational, communication, and customer service skills
• Experience with membership, billing, reservation, or customer account systems preferred
• Ability to work evenings, weekends, holidays, live racing, and special events
• Proficiency in Microsoft Office

Pay

Starting salary: $22.00