Naperville Country Club

JOB DESCRIPTION NAPERVILLE COUNTRY CLUB MEMBERSHIP DIRECTOR In the heart of Naperville, just east of downtown, lies one of the most beautiful pieces of property in all of the west suburbs. Since 1921, Naperville Country Club has called this lush green and wooded refuge home. Naperville Country Club prides itself on being a family oriented golf and social club. The newly renovated championship golf course provides both a challenge and a very enjoyable experience for golfers of all skills and ages. The club offers a full service dining experience in a variety of restaurants – including a spectacular patio with golf course views. We also provide services and facilities for large and small events, which can be hosted by both members and nonmembers. As an employee at Naperville Country Club, there are great benefits, a positive work environment and the opportunity for learning growth and advancement. The Membership Director collaborates directly with other departmental managers.

POSITION SUMARY Naperville Country Club Membership Director is a position that requires an individual with a stable work history, a team player spirit, and an exceptional customer service attitude. In return, Naperville Country Club (NCC) offers a competitive salary, benefits, a dynamic and fun environment and an opportunity to grow

The Membership Director must have a good knowledge of the game of golf, and be comfortable taking prospective members out to play the course.

The Membership Director has a critical role in the success and overall enjoyment of the Club. This role does work closely with and compliments the efforts of other club managers; however, the Membership Director should be the catalyst for ‘out of the box’ thinking. Driving new membership sales, and the retention and delight of current members are the driving objectives of this role.

The Membership Director reports to the General Manager. As such, certain initiatives will require review or approval from the GM. Expectations are also driven by the membership committee. Membership Director is expected to address any and all inquiries from the committee, prepare appropriate reports for all meetings, and fully assess and provide detailed responses to all of the committee’s suggestions. Responsive reporting and follow-up is required.

The Membership Director should have a strong and precise knowledge of the membership operating plan. He/she will help the department to achieve budgeted financial goals throughout the year through proper forecasting, cost controls, and revenue generating programs. The capacity for constant improvement in using the Jonas system and clear communication with the Club’s controller is a must.

Membership Director is expected to develop a network of individuals and companies who can provide leads to NCC for new member recruitment. Membership Director is also expected to network within the local business community by participating in Rotary, Chamber of Commerce and others.

This role is very much a business development role for NCC. Business development is a specialty profession that comprises a number of techniques and responsibilities with the aim of getting new customers and developing existing clients. Membership Director is responsible for the development and sales of memberships. A strong working knowledge of all membership levels and the associated benefits, to the individual or family, is expected. Membership Director is expected to not only provide information but to also follow-up and qualify all opportunities. The Membership Director is expected to keep a strong database of inquiries or other leads and to develop a system for consistent follow-up. Membership Director is expected to develop, maintain and review a sales pipeline for membership. The "pipeline" refers to the flow of every potential Member and the stage or percent chance of success in making the sale. The Membership Director will be responsible for utilizing a sales tracking data base (NCC currently utilizes Highrise) to record and track all prospective members and membership leads.

The member services role is not limited to net new members. Membership Director is expected to develop a plan for ensuring membership retention. Beyond member activities, the Membership Director should strive to develop a strong knowledge and interest in every member. Membership Director should recognize that the lifetime value of current members far exceeds a new member and should value this as an opportunity to develop the F&B, golf and banquet business at NCC.

ESSENTIAL DUTIES AND RESPONSIBILITIES (OTHER DUTIES ASSIGNED AS NEEDED)

 The Membership Director is responsible for the retention of existing club members, as well as the recruitment and orientation of new members. This is achieved by facilitating the Membership Committee, which is tasked with these same goals, through effective marketing of the Club and its programs to prospective members, and through direct management of existing member concerns and requests on a daily basis.  Plans and implements strategies to meet club membership goals.  Develop and implement programs, projects and activities designed to increase and retain membership in the Club.  Calls and requests active members to make personal referrals and encourages them to assist with recruitment efforts.  Determines markets to be canvassed for qualified individuals and completes and maintains perpetual member invitee roster.  Assesses the need for and makes recommendations regarding membership classifications to help ensure that the needs of ever-changing markets are met.  Implement and support NCC initiatives and programs as requested. Apply relevant marketing principles to assure that the wants and needs of Club members and guests are consistently exceeded.  Processes all requests for and transfers of membership.  Assists prospective members in fulfilling application requirements.  Processes member resignations  Develops reports and undertakes special projects as applicable if membership retention problems arise.  Conducts tours for prospective members.  Follows-up member referrals, leads from staff… etc.  Organizes production of membership kits for sales calls.  Provides sales and other applicable training for staff members and keeps all staff aware of current membership offerings.  Tracks the success and overall performance of all membership activities.  Reports approved new members to the controller to initiate proper administration of their memberships; ensures that applications are completely and properly filled out, that initiation fees are collected and that new members understand the privileges and costs of becoming a member.  Maintains all lists (RIF, LOA, …) for social and golf memberships.  Responsible for maintaining confidentiality of member information.  Maintain knowledge of local competition and industry trends  Follow standard procedures associated with initiation, resignation, status changes, and leaves of absence of members.  Solicit updated member data and input requested changes.  Create and conduct new member satisfaction surveys.  Promotes club activities and social events  Holds prospective member functions.  Assists with coordination and development of the social activities and social calendar for the Club.  Design and host New Member Orientation program to educate incoming members about club policies, practices, and amenities.  Works closely with the Pro Shop regarding new member recruitment and orientation  Engage in various member events to develop comfortable relationships with members to foster member engagement and feedback.  Serves on applicable club committees to assure members’ interests are consistently addressed.  Effectively responds to member comments in accordance with Club standards, policies and rules; uses ideas, feedback and suggestions to continuously improve the services provided to members.  Interacts with local Chamber of Commerce, “Welcome Wagon” and other community organizations to network and market the Club.  Provides notices and agenda for and maintains minutes of the Club’s membership committee.  Maintains club’s member bulletin boards and photo board.  Is present during Club operating hours and events to assist in meeting and greeting members and guests.  Follow up with applicants and new members to answer questions, provide information, conduct clubhouse and course tours, etc.  Prepares necessary data for applicable parts of the budget; projects annual costs for membership, annual membership count, and monitors actual financial results; takes corrective action as necessary to help assure that financial goals are met.  Will coordinate acquisition of all departmental goods and paper supplies through the club controller. Will code and expense all invoices specific to the membership department.  Participates in weekly staff meetings  Consistent commitment to update knowledge and capacity by participating in educational opportunities; reading professional publications; maintaining personal networks and participating in professional organizations; specifically the GCCMA, CMAA, PCMA, and other professional organizations geared toward advancing member recruitment and retention  Assist other managers and departments when needed  Takes immediate and professional action on problems encountered within their scope of responsibility  Completes other appropriate assignments made by the general manager.

JOB REQUIREMENTS  2 years of experience in marketing / sales, or equivalent experience  Proven sales track record with ability to met sales quotas  Naperville Country Club is a golf club (no pool or tennis). The Director of Membership must be knowledgeable regarding the game of golf. They will be expected to encourage prospective members to come out and play the course. Whenever possible they will be expected to play the course with prospective members to sell the attributes of the golf course  Ability to communicate effectively, perform multiple tasks simultaneously and prioritize needs in a fast-paced environment  Proficient in computer software including Microsoft Word, Excel, Outlook, and Power-Point  Familiarity with Jonas Software a plus  High confidence level in addressing unplanned or short-notice issues requiring sound judgment  Ability to effectively build and foster a team environment ATTRIBUTES  High-energy, outgoing personality  Diplomatic attitude and ability to multi-task and deal with high degree of task interruption are other key attributes.  Clean, well groomed individual that depicts an image appropriate for Naperville Country Club

 An individual with a passion for exceeding member expectations and a commitment to providing high quality service

 Committed to excellence. Capacity to set clear expectations and expect results at the highest level on a consistent basis  Excellent communicator- able to interact with people of all levels including Members, Employees, and Guests, in a confident, professional, team like manner  Service focus – dedicated to exceed the expectations of membership  Prioritization – is able to decipher priorities and make sound judgment calls when needed  Team player- has team-oriented experience and approach and enjoys working as part of a team. Membership Director will be required to adhere to the “TEAM and ACCOUNTABILITY” contract utilized by Naperville Country Club  Intelligent and ambitious- always willing to tackle issues that result in smart, efficient solutions  Self-starter who has an appetite for learning and is driven to excel  Creative, methodical, and organized with excellent attention to detail  Flexible attitude, hard working, cost conscious and results-driven  Someone who will be committed to NCC and will contribute in a positive manner to the Club’s overall image and success

SCHEDULE / HOURS / COMPENSATION  This is a fulltime (year round) salaried position with benefits in accordance with the job offer, and the Clubs employee manual  Must be flexible with hours working the time required to fulfill the responsibilities of the position and accommodate the schedule of perspective members  Weekend hours are required  Nighttime hours are required  Monday hours are required based on scheduled appointments  Holiday hours are required  The Membership Director recognizes and accepts that as a salaried position, this manager is expected to work the hours required to fulfill the complete scope of responsibilities outlined in this job descriptions. It is unlikely that this will be accomplished in a standard 40 hour work week. During peak times it would not be uncommon for this position to require 60 hours on a weekly basis.  Schedule is subject to change based on club events and hours of operations  As a member of the management team, the Membership Director may on occasion be asked to participate in the “Manager on Duty” program. This program is designed to ensure that a salaried manager (trained in CPR and AED) is on property at all times when the Club is in operation  The position is offered at a base salary commensurate with experience, and the job offer. The Membership Director will have the potential for bonus and/or sales commissions based on specific performance objectives established at the start of each year as part of their annual performance review. Final total compensation package inclusive of salary, benefits, commissions and opportunity for bonus will be commensurate with level of experience and will be negotiated with the successful candidate SUPERVISES  No direct reports at this time

REPORTS TO  General Manager

APPLICATION  Send applications to:

Tim Anderson General Manager Naperville Country Club 25 W 570 Chicago Ave. Naperville IL 60540 [email protected]