Member Services Manager - Hanoi

FUNCTIONAL OBJECTIVE: Achieve 5-star rating in customer care and facilities management while assisting to maintain cost efficiencies for operational budgets. Actively participate in staff retention and development. Achieve Company profit targets through innovative retail products and services.

REPORTS TO: District Member Service Manager.

KEY RESPONSIBILITIES

Team Development
- Assist to recruit, hire, counsel, supervise and motivate development and discipline of staff
- Organize efficient work schedules and meetings with own team for updates and functional training on a consistent basis
- Achieve minimal staffing targets and staff retention while maximizing productivity
- Manage succession planning and staff development programs
- Ensure team has active involvement in Daily Staff Line-up Program

Customer Service
- Drive customer service training and procedures, audit on a consistent basis
- Manage high level of customer satisfaction by ensuring their needs and requests are attended to in a timely manner
- Spend a minimum of 2 hours at Reception Desk during peak hours - interact with members and guests; observe staff interaction
- Achieve Club efficiencies by proposing Policy and Procedural improvement
- Ensure procedures and systems are practiced within the scope/requirement of the Company
- Plan and execute Member Retention programs – eg Happiness Fund management

Facilities Management
- Maintain 5-star standard facilities through auditing, feedback, and reporting.
- Ensure Daily Club Audits are conducted and filed accordingly
- Direct and train in-house and vendor-supplied cleaners
- Ensure maintenance checks are conducted and issues handled in a timely manner
- Ensure the safety of staff and members are in order at all times - train and prepare for incidents, injuries
- Conduct and report stock take of supplies and products

POS and Agreement Management
- Ensure Marketing promotions are accurate and adhered to as per Company policies and standards
- Manage, train and audit staff and system to ensure 100% POS accuracy
- Manage and report all payment methods and discrepancies
- Ensure Agreement policies and procedures are adhered to at all times, report missing agreements to relevant departments

Cost and Budgetary Management
- Assist to source and compare vendors and manage purchase ordering processes and controls
- Discuss budgetary needs with District Manager for more efficient control
- Propose and initiate ideas to do more with less – without lowering service standards

- 3 plus years of business management experience in a service-oriented industry
- Bachelors degree
- English speaking is essential
- Good management and communication skill
- Can work under high pressure
- Working hours: 3 shifts alternative (7AM-5PM, 11AM-8PM, 12PM-9PM)

- Personal Accident Insurance 24/24
- 12 annual leaves per year
- Free membership of California Fitness & Yoga

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