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.

We are a club providing leisure and recreational facilities for SAF Warrant Officers, Specialists, Military Experts, and their families. The 4-storey clubhouse prides itself with a wide range of amenities such as chalets, swimming pool, karaoke lounge, members' lounge, spa, gym and bowling alley to cater to the diverse interests of our members and their guests.