Job Summary The Manager of Member Services is the primary point of contact for Miakka Golf Club members when planning and experiencing their time at the Club. This is a highly personalized, relationship-driven position responsible for anticipating member needs, coordinating reservations and activities, and ensuring that every visit feels effortless, personal, and exceptionally well executed. The Manager of Member Services will serve in a role similar to a private concierge, luxury event coordinator, and personal trip planner, developing a detailed understanding of each member and their guests and using that knowledge to create a seamless and highly individualized Club experience. From the initial phone call or email through the member's departure, this individual will coordinate the details of a member's visit, communicate expectations to the appropriate departments, and ensure that every member and guest receives the level of service expected from a premier private club. A critical component of this position is the ability to identify and create "Magic Moments"—unexpected, thoughtful, and highly personalized experiences that members and their guests remember long after their visit. The Manager will continually look for opportunities within each member interaction to create these moments and will actively communicate those opportunities to the Miakka team so that the entire Club can participate in delivering them. The ideal candidate is naturally hospitable, exceptionally organized, highly responsive, discreet, and passionate about creating memorable experiences. They possess the ability to manage numerous details simultaneously while maintaining a warm, personal relationship with members. Key Responsibilities

• Member Experience & Relationship Management
• Serve as the primary point of contact for members planning their visits, reservations, activities, and experiences at Miakka Golf Club.
• Develop strong, personal relationships with members and become familiar with their individual preferences, habits, interests, and expectations.
• Gather detailed information regarding each member's visit, including: o Arrival and departure dates and times o Number of guests and guest relationships o Golf preferences and playing schedules o Dining preferences and reservations o Activities and recreational interests o Special occasions and celebrations o Transportation needs o Accommodation requirements, when applicable o Food and beverage preferences o Special requests or personal preferences o Important details that may enhance the overall experience o Anticipate needs rather than simply respond to requests.

o Maintain a high level of discretion and confidentiality regarding members and their guests. o Recognize returning members and guests and use knowledge of previous visits to personalize future experiences. Magic Moments The Manager of Member Services will be a key champion of Miakka's culture of creating memorable experiences. The objective is to move beyond simply meeting expectations and continually identify opportunities to surprise, delight, and create lasting memories for members and their guests.

The Manager will:

• Actively listen for personal details, interests, milestones, preferences, and opportunities that could become a memorable experience.
• Identify potential "Magic Moments" during every member interaction and upcoming visit.
• Communicate these opportunities to the appropriate Club departments and team members so they can collectively bring the idea to life.
• Encourage the Miakka team to look beyond the reservation and consider how we can make each particular visit special.
• Coordinate personalized surprises for birthdays, anniversaries, first visits, family milestones, accomplishments, celebrations, and other meaningful occasions.
• Look for opportunities to create memorable moments even when there is no special occasion.
• Share relevant member insights with the team while maintaining appropriate discretion and confidentiality.
• Follow through to ensure that planned Magic Moments are executed seamlessly.
• Capture meaningful preferences and successful experiences in the appropriate Club systems so that future visits can become even more personalized.

The Manager should continually ask:

"What do we know about this member or guest that gives us an opportunity to do something unexpected?" The Manager is responsible for connecting the dots—taking information gathered during conversations and turning it into opportunities for the Miakka team to create moments that members never expected.

The Magic Moment:

The most meaningful moments come from demonstrating that we were listening and that we cared enough to act on what we learned. Visit & Stay Planning Act as the member's personal experience planner, coordinating the details of an entire visit to Miakka. Work directly with members to understand the purpose and desired experience of their visit. Develop detailed itineraries for members and their guests when appropriate. Help members maximize their time at Miakka by recommending and arranging appropriate experiences. Coordinate special occasions, celebrations, guest visits, group outings, and other unique member requests. Treat each visit with the same level of detail and care expected of a luxury event or private travel experience. Identify potential Magic Moments and communicate them to the appropriate team members. Ensure that all appropriate Club departments understand what is expected before the member arrives. Internal Communication & Coordination

• The Manager of Member Services serves as a key communication link between the member and the Club's operating departments.
• Translate member requests and expectations into clear instructions for Club staff.
• Communicate upcoming and daily member activities to the appropriate departments.
• Coordinate closely with Golf Operations, Food & Beverage, Events, Grounds, Housekeeping, Transportation, and other departments as necessary.
• Conduct regular reviews of upcoming arrivals, departures, reservations, and special activities.
• Ensure that the Club is prepared for each member before they arrive.
• Follow up with departments to ensure requested details have been completed.
• Communicate changes or last-minute requests quickly and accurately.
• Regularly communicate potential Magic Moments to the team and identify which department or team member can help bring each moment to life.
• Help create a daily culture of awareness in which the team knows not only who is coming, but also why they are coming, what matters to them, and where there is an opportunity to create something memorable.
• Help create a culture in which the entire Club team understands who is arriving, what they are doing, what they prefer, and what will make their experience exceptional.

The Miakka Standard The Manager of Member Services should approach every member interaction with the mindset: "What else can we do to make this experience exceptional?" Success in this position is not simply measured by accurately making a reservation. It is measured by how well the Manager understands the why behind the reservation and uses that information to elevate the entire member experience. For example, a member may call simply to request a Saturday tee time. The Manager should have the ability to understand the broader visit: The member is bringing his wife, two children, and another couple for the weekend. They are celebrating an anniversary. The member prefers an early tee time, his wife enjoys lunch by the water, one guest is a first-time visitor, and the family would like to spend Saturday afternoon at the Club. That information should then translate into a coordinated experience across the Club—not simply a tee time on a reservation sheet. The reservation is the starting point. The experience is the product. The memory is the goal. Measures of Success Success in this role will be demonstrated by:

• Strong and trusted relationships with Miakka members.
• High member satisfaction and positive feedback.
• Accurate and detailed reservation and member information.
• Exceptional communication between Member Services and Club departments.
• Seamless execution of member visits and special events.
• Proactive identification and resolution of potential issues.
• Consistent creation of meaningful Magic Moments for members and guests.
• A team culture in which employees actively look for opportunities to surprise and delight members.
• Members feeling that Miakka knows them personally and anticipates their needs.
• Members and guests leaving the Club with stories they want to tell others about their experience.

Position Philosophy The Manager of Member Services is not simply responsible for taking reservations. They are responsible for helping orchestrate the member experience. They are the person who connects the dots between what a member says, what the Club knows, what the member needs, and what the team can do to make the experience extraordinary. Every interaction should leave the member with the feeling that their time at Miakka has been thoughtfully planned, personally understood, and flawlessly executed.

The goal is simple:

When a member arrives at Miakka, they should feel as though the entire Club was expecting them—and when they leave, they should have a memory they didn't expect to make.

Pay:

$65,000.00 - $85,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Health insurance Health savings account Life insurance Paid time off Retirement plan Vision insurance Application Question(s): Please describe your previous experience in member services, concierge services, luxury customer care, private clubs or similar environments. What experience do you have managing reservations, coordinating multiple activities or services, and ensuring that complex details are handled accurately? What systems or methods have you used to keep detailed records of customer or member preferences, requests, important dates, and previous interactions? This position requires frequent coordination across departments and strong follow-through. Describe your experience working across multiple departments or teams to execute an event, visit, or customer request.

Education:

Bachelor's (Preferred)

Experience:

Hospitality:

2 years (Preferred)

Work Location:

In person