Member Services Supervisor | full-time

Club Overview:
 In 1961, three clubs—the Glenora Skating and Tennis Club, the Braemar Badminton Club, and the Royal Curling Club—joined together to become the Royal Glenora Club. Since then, we have been dedicated to enriching our members' lives. The RGC is situated in the North Saskatchewan River valley, easily accessible from anywhere in Edmonton. Inside you will find a safe family environment, a welcoming community atmosphere, and a level of personalized service that can only be found in a private club. We offer a wide range of programs and activities.
Our thriving recreational and competitive athletics include fitness, skating, racquet sports, aquatics, and gymnastics for members of all ages. A number of our members have even gone on to compete in World Championships and the Olympics. Our full social calendar helps members to form relationships and build a sense of belonging through athletic tournaments, social events, and Clubs within the Club. Community, relaxation, and a healthier lifestyle for the whole family—the Royal Glenora Club has it all.
At Royal Glenora Club, we pride ourselves on having the best private club staff. Our staff members want to be here because we cultivate an environment in which everyone is treated with respect and friendliness, and where there is a sense of pride in the facility. Our employees are skilled service providers who embody our values of Excellence (Be It), Integrity (Live It), Accountability (Own It), Progressive (Bring It) and Attitude (Love It). This is who we are ─ Royal Glenora Club.

Job Summary:
 Reporting to the Member Relations Manager, this position is responsible for employee recruitment and retention, training and development, coaching, correcting, and the completion of regular performance reviews in addition to scheduling for the Main Reception and Member Services desks. The Member Services Supervisor will ensure the culture of the Royal Glenora Club is exceptionally positive for employees, and that Members and guests are consistently provided quality service.
Hours of Work:
This is a permanent, full-time position. This position requires a flexible work schedule to including mornings, evenings, and weekends.
Job Duties (include but are not limited to):

  • Deliver outstanding service to Members at all times, addressing Member concerns immediately, seeking input on an ongoing basis, taking appropriate action on all suggestions and concerns.

  • Oversee the Main Reception and member Services desks, ensuring accurate direction of both internal and external phone calls, responds to callers’ inquiries in a friendly, helpful, and professional manner.

  • Ensure all Member Services Staff are professional in appearance, have their name tag visible, and are greeting all Members and guests, learning and regularly using Members’ names, and promoting programs and services.

  • Assist Marketing Team with social media posts, website changes, and event projects.

  • Assist the Member Relations Manager in the development, implementation, and evaluation of the Member experience and policies.

  • Disseminate schedule to the Member Services Staff in a timely manner, ensuring all respective paperwork as it relates to the schedule for payroll processing.

  • Coordinate new Staff training, roles and responsibilities, software programs, emergency procedures, etiquette, and general facility knowledge.

  • Responsible for modelling and ensuring Staff is providing an exceptional Member experience.

  • Listen to Member concerns with empathy and act appropriately with an empowered and customer service driven response.

  • Assist Member Services Staff with daily responsibilities, troubleshooting, and making empowered decisions which will meet and/or exceed the Members’ expectations.

  • Work closely with the Member Relations Manager, Catering and Food & Beverage Departments, Recreation Manager, and Sports Professionals to ensure efficiency in all of these areas.

  • Hold regular Member Services Staff meetings so as to communicate all departmental changes, updates directives, policies, and any special projects that may affect the Staff.

  • Disseminate any building maintenance related issues to the Maintenance Staff and follows up to ensure effective handling of such issues.

  • Ensure the continued functioning of services, such as the main printer as well as ensuring adequate stock of office supplies.

  • Oversees and promotes Pro Shop, including monthly inventory.

  • Supervise and coordinate all other administrative activities for the Member Services Department, including assistance with sports program registrations and cancellations, ticket/bus pass handling, and Sales & Marketing promotional material.

  • Perform other related duties as required.


  • Post-secondary education in business administration, or a related field, required.

  • Minimum two years of proven supervisory experience in a recreational, hospitality, or office environment.

  • Superior time management skills, multitasking skills, and the ability to prioritize tasks with minimal supervision.

  • Excellent communication skills and attention to details.

  • Excellent internal and external customer service abilities.

  • Proficient in computer utilization, including use of Microsoft Office (specifically Outlook, Word, and Excel) and knowledge of Jonas Club Software and GameTime registration software would be considered an asset.

Working Conditions:

  • Lifting or moving up to 10lbs may be required.

  • Ability to work outside of regular business hours as required.

Application Deadline:
September 24, 2017
To Apply: 
Forward your resume and cover letter, highlighting your qualifications relevant to this position, and using “Member Services Supervisor” as the subject line to or fax application to (780) 455-8138.
No telephone calls please. Only candidates selected for an interview will be contacted. Royal Glenora Club provides equal opportunity in employment and encourages applications from all qualified persons.