Member Relations Executive

About the role

The Member Relations Officer Executive leads the Member Relations team and ensures efficient operations at the reception office. This role includes managing chalet and bungalow bookings, overseeing membership applications, and ensuring accurate financial transactions. The executive also promotes club events and facilities, handles customer feedback, and coordinates with other departments for seamless service delivery.

Key responsibilities

• Lead and guide Member Relations Officers (MROs) in delivering exceptional customer service
• Conduct on-the-job training, performance appraisals, and uphold employee conduct
• Plan the duty roster and recommend training for team development
• Build strong relationships with other departments (e.g., Security, M&E, Housekeeping) and service providers to support seamless operations
• Oversee and manage chalet and bungalow bookings, including guest check-ins/check-outs, while ensuring adherence to club policies
• Oversee and manage membership applications and verify member details in the database
• Oversee and manage financial transactions (cash, NETS, PayNow, credit cards) and ensure accurate daily closing procedures
• Monitor and maintain inventory for chalet and bungalow replacements, sourcing cost-effective solutions
• Handle customer complaints with service recovery plans and ensure closure of cases
• Promote the club's chalet, bungalow facilities, and events to increase participation and utilisation rates
• Collaborate with the Events team to facilitate bookings and payments for club activities.
• Oversee and manage the “NCO Club” heritage gallery, ensuring upkeep and reporting issues.
• Provide suggestions for operational improvements and perform additional tasks as assigned by the Manager.

About you

• Minimum GCE 'O' Level, 'A' Level, or Diploma in any discipline
• At least 2 to 3 years of relevant leadership experience in front desk operations and/or customer service
• Proactive attitude with a passion for delivering exceptional service and exceeding members' and guests' expectations
• Strong presentation, communication, and interpersonal skills, with the ability to address inquiries and feedback tactfully and professionally
• Highly meticulous with excellent organizational skills and proficiency in English writing
• Confident in managing cash and payment transactions accurately and efficiently
• Able to commit to shift work, including weekends and public holidays.