Onsite Member Services Director (FAZ2024-7557)

How would you like to work for a technology-based HOA management company that is growing rapidly, offers opportunities to advance your career, and has a company culture that truly supports its team members? We are a company that understands and appreciates your professionalism and hard work. We are a company that provides support with a Manager Success Group, continuous training, administrative support, etc. to all team members. RealManage is committed to do everything possible to ensure your long-term career success. With RealManage, you are not just an employee, you are family.

Company Overview:

RealManage is a national Inc. 5000 firm with clients and operations in 24 states coast to coast that delivers services to homeowners’ associations (HOAs), condominium associations, cooperatives, luxury high-rises, municipal utility districts, and master-planned communities. RealManage also serves nationally recognized developer/builder clients.

As one of the largest (#3 out of 5,000+ firms) and fastest-growing companies in the community management industry, RealManage offers exceptional solutions provided at competitive prices with the best people, best practices, and best technology of cloud-based and mobile apps. The RealManage mission is to provide comprehensive and innovative solutions; exceed the expectations of our customers; provide visibility and transparency in all that we do for our clients who place their trust in us; measure our performance and improve at the fastest rate possible; create a work environment that encourages professionalism, growth, and diversity; and grow a financially strong organization which will enable us to provide industry leading innovations apart from our competition.

RealManage is a values-based company with the following values as our guiding principles:

• Integrity: we always do the right thing.
• Respect: for our customers, employees and company; mutual respect is the cornerstone for every RealManage relationship.
• Selflessness: more than teamwork; we are part of something special and much larger than any of us.
• Personal Relationships: we are a professional services company; people do business with people they like.
• Always Improving: never satisfied, always learning and always growing; one is either getting worse or getting better...never staying the same. At RealManage, we are always getting better.
  
  

Property Summary:

Welcome to Continental Country Club… where members become friends for a lifetime and families share experiences that are cherished for generations to come. Our commitment is to create lasting memories for our members through sport, fitness, laughter, relaxation and social events.

Mission

To preserve and enhance residents’ lifestyle and owners’ property values by providing to its members quality surroundings, amenities and services financed through fees and assessments paid by the owners. To manage a golf course and restaurant, both open to the general public and to carry out the provisions of the association’s CC&R’s.

Vision

Our vision is for Continental Country Club to become the premier country club and the number one choice for Northern Arizona residents and their guests. To provide a family fun atmosphere with all the amenities where people want to come and join.

History

The Continental Country Club Clubhouse is the neighborhood centerpiece, designed for member camaraderie and family get-togethers. Expansive and comfortable, the 25,000 square-foot clubhouse features spectacular views of Mt. Elden and our world-class golf course while housing the Golf Shop, The Oakmont Restaurant, The Venue, and the Fitness Center.

Position Summary (Full-Time / Permanent):

The Member Services Director is responsible for overseeing the Member Services team and front desk operations, ensuring exceptional customer service and effective communication within the community. This role requires strong leadership, organizational skills, and the ability to manage multiple responsibilities, including staff training, event planning, budget oversight, and accounting functions.

Responsibilities

Key Responsibilities:

Supervision & Training:

• Supervise and train Member Services Team Members and Front Desk Staff to maintain high standards of customer service.
• Conduct regular performance evaluations and provide constructive feedback.
  
  

Communication:

• Create and deliver engaging weekly email communications to the membership.
• Post meeting notices through electronic channels and bulletin boards, keeping them updated.
  
  

Scheduling & Coverage:

• Manage Front Desk staff schedules to ensure adequate coverage during peak hours and events.
  
  

Event Management:

• Oversee the development and execution of new and existing clubs that reflect community interests.
• Manage marketing, promotion, and delivery of special events, activities, and entertainment to encourage member participation.
• Arrange catering (food and beverage) for functions as requested.
• Supervise decoration and promotions for functions, ensuring alignment with event themes.
  
  

Operational Coordination:

• Supervise all operational and technical requirements related to clubhouse events.
• Coordinate and manage clubhouse rentals for club meetings and room usage.
• Maintain a calendar of activities for the community and ensure all information is current.
  
  

Supply Management:

• Order necessary supplies (e.g., arts & crafts, party supplies) for events and activities.
  
  

Facility Utilization:

• Supervise and coordinate the utilization of all amenity facilities, including athletic events and club meetings.
• Recommend and review policies for association and community use of facilities.
  
  

Documentation & Reporting:

• Take photographs of community events and special occasions for promotional purposes.
• Collaborate with GM and AGM to monitor the activity budget to ensure costs are maintained within budgetary guidelines.
• Prepare monthly reports from the Member Services Team and Seasonal Recreational Team.
  
  

Accounting Support:

• Receive and process payments from HOA and community members promptly.
• Collaborate with Accounts Receivable and Accounts Payable teams to resolve any accounting discrepancies.
• Sort and disperse incoming mail efficiently.
  
  

Administrative Support:

• Provide administrative support to the Community Standards Director and Seasonal Recreation Team.
• Cross-train on administrative functions and HOA policies to support the office during staff absences.
  
  

Other Duties:

• Perform other work-related tasks as needed to support the team and enhance community experiences.
  
  

Qualifications

Bachelor’s degree in Business Administration, Hospitality Management, or related field preferred.

• Proven experience in customer service, team supervision, and event management.
• Strong communication and interpersonal skills.
• Excellent organizational skills and attention to detail.
• Proficiency in Microsoft Office Suite, Jotform, Canva, and familiarity with community management
  
  

software.

• Ability to manage multiple priorities in a fast-paced environment.
• Understanding of accounting principles and practices is a plus.
  
  

Work Environment: This position requires a dynamic work environment with frequent interaction with

community members, staff, and vendors. The Member Services Director will often be involved in

planning and executing events, necessitating a flexible schedule, including weekends and evenings

as needed.

Pay:

$21.00 per/hr

Benefits include:

• Medical Insurance - * ‘Employee’ Insurance premium is paid for by company
• Highest level employee plan will incur a cost
• Dental Insurance
• Vision Insurance
• Life and Disability Insurance
• HSA (Required High Deductible Medical Plan to be eligible)
• FSA
• Education Reimbursement
• 401K matching
• Employee Assistance Program (EAP)
• 11 paid Holidays