DI NGUYEN HOANG

Assist in ensuring the smooth operation of the Member Services department and provide outstanding service to all members by:

• Ensuring all tasks are completed in compliance with company policies and procedures.
• Ensuring members receive a timely response to all feedbacks and concerns. Keep the Member Services Manager informed of such feedbacks.
• Supporting the Member Services Manager with the training and development of all staff.

Key Responsibilities

• 40% Payment and Compliance management
• Ensure Marketing promotions are accurate and adhered to as per Company policies and standards.
• Count payment and ensure proper handling of all sale transactions with issuance of official receipts.
• Managing, training, auditing staff and system to ensure 100% POS accuracy.
• Manage and report all sale transactions in all kinds of payment methods and discrepancies (if any).
• Ensure agreement policies and procedures are adhered to at all times, report missing agreements to relevant departments.
• Actively contribute to ensure the club will perform well in the monthly audits by consistently following all policies and procedures.
• 30% Customer service & Club Operations
• Supervise all staff during the shift and ensure checklists and tasks are completed on time. Actively coach staff during the shift.
• Spend time at Reception Desk during working hours – Greet, welcome, interact proactively and check-in members and guests professionally at all times, observe staff interaction.
• Drive customer service training, procedures and the club audit on a consistent basis.
• High level of customer satisfaction by ensuring members' needs and requests are attended to in a timely manner.
• Assist to ensure procedures and systems are practiced within the scope/requirement of the Company.
• Achieve Club efficiencies by proposing Policy and Procedural improvement.
• Ensure the club facilities are consistently presented at a 5 star standard.
• Acknowledge and well handle any Incident cases happened in the club.
• 15% Personal and Team Development
• Assist to recruit, hire, counsel, supervise and motivate development and discipline of staff.
• Organize efficient work schedules and meetings with your own team for updates and functional training on a consistent basis.
• Assist with the training program for all new staff and ensure the training checklists are kept updated.
• Ensure consistent self-development by actively participating in meetings with your own team for updates and enhance knowledge in customer service and functional training.
• Achieve minimal staffing targets and staff retention while maximizing productivity.
• Propose and contribute ideas to personal and team development programs at all times.
• Ensure active involvement in Daily Staff Line-up Program.
• 10% Budget Management
• Assist to source and compare vendors and manage purchase ordering processes and controls.
• Discuss budgetary needs with line manager for more efficient control.
• Propose and initiate ideas to increase service standard with less resource and spending (doing more with less)
• 5% Other tasks as per request of line manager and company.
• Ensure all paper works are followed and checked carefully as SOP.