SP-Member Services Lead/Trainer

Member Services Lead/Trainer (Full-Time, Year-Round)

SUMMARY

At Spanish Peaks Mountain Club, exceptional service is at the heart of everything we do. We believe our associates are our greatest asset and strive to treat them with the same kindness, humility, and respect that we extend to our members.

Nestled on 3,500 acres at an elevation of 7,700 feet in beautiful Big Sky, Montana, Spanish Peaks Mountain Club is a premier private residential club offering world-class amenities, personalized service, and unforgettable experiences.

The Member Services Lead/Trainer is responsible for delivering exceptional hospitality while supporting the onboarding, training, and continued development of department associates. This role serves as a subject matter expert and day-to-day resource, helping ensure consistent service standards, operational excellence, and a seamless experience for members and guests. The Lead/Trainer partners closely with department leadership to reinforce best practices, assist with training initiatives, and promote a culture of continuous learning and exceptional service.

ESSENTIAL RESPONSIBILITIES

Responsibilities include, but are not limited to:

Member & Guest Experience

• Deliver warm, genuine, and professional service while welcoming members and guests.
• Build meaningful relationships with members by learning and anticipating their preferences.
• Serve as a knowledgeable resource regarding club amenities, activities, dining, events, and local attractions.
• Coordinate reservations for club amenities, dining, transportation, and off-property experiences.
• Respond promptly to member requests and ensure all requests are accurately documented and followed through to completion.
• Review daily arrivals, departures, special events, and VIP member information to ensure a seamless experience.
• Coordinate communication with other departments regarding member needs, special requests, and service opportunities.
• Manage incoming and outgoing packages, deliveries, and mail with accuracy and professionalism.
• Coordinate valet operations and schedule transportation through the Club's contracted transportation partners.

Team Leadership & Operational Support

• Provide day-to-day leadership and support to the Member Services team while fostering a positive, collaborative work environment.
• Serve as the primary operational resource during assigned shifts by answering questions, assisting with problem-solving, and ensuring service standards are consistently maintained.
• Support onboarding, orientation, and training of new Member Services associates.
• Assist management with coaching associates on service expectations, operational procedures, and best practices.
• Monitor front desk operations to ensure policies, procedures, and service standards are consistently followed.
• Assist with scheduling daily assignments and coordinating workflow as directed by management.
• Serve as the first point of contact for member concerns in the absence of management/supervisor, utilizing sound judgment to resolve service issues whenever possible.
• Communicate operational updates, member feedback, and service opportunities to department leadership.
• Assist with maintaining and updating departmental Standard Operating Procedures (SOPs), training materials, and operational resources.
• Promote teamwork and collaboration across all club departments to ensure an exceptional member experience.

Administrative & Operational Responsibilities

• Maintain accurate records of reservations, member requests, transportation schedules, and operational communications.
• Utilize club management software and Microsoft Office applications to support daily operations.
• Ensure the Member Services area remains organized, professional, and welcoming at all times.
• Support departmental projects and seasonal operational initiatives as assigned.

QUALIFICATIONS

• Associate's or Bachelor's degree preferred.
• Minimum of two years of experience in luxury hospitality, private clubs, hotels, resorts, or guest services required.
• Previous lead, supervisory, or training experience preferred.
• Outstanding interpersonal and communication skills with a passion for hospitality.
• Proven ability to remain calm, professional, and solution-oriented in a fast-paced environment.
• Strong guest recovery and conflict resolution skills.
• Excellent organizational, multitasking, and time management abilities.
• High level of professionalism, discretion, and attention to detail.
• Proficiency in Microsoft Office Suite, including Outlook, Word, Excel, and PowerPoint.
• Ability to quickly learn and effectively utilize new technology and club management systems.
• Demonstrates initiative, accountability, and sound decision-making.
• Positive attitude with a strong commitment to teamwork and continuous improvement.
• Flexible schedule with the ability to work evenings, weekends, and holidays as business demands require.

PHYSICAL REQUIREMENTS

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

• Ability to stand and walk for extended periods throughout the workday.
• Frequently lift, carry, push, and pull items weighing up to 25 pounds and occasionally up to 50 pounds with assistance.
• Ability to bend, stoop, kneel, crouch, reach, and climb stairs as necessary.
• Frequent use of hands and fingers for keyboarding, writing, telephone use, and operating office equipment.
• Ability to communicate effectively in person and by telephone.
• Ability to work both indoors and outdoors in varying weather conditions, including snow, rain, heat, and cold.
• Ability to safely operate Club vehicles, including golf carts and utility vehicles, when required.
• Ability to work a flexible schedule, including weekends, evenings, holidays, and extended hours during peak operating periods.