Interim Member Services OEM

About Us

At Claremont Resort & Club, we believe that exceptional hospitality starts with extraordinary people.

For over a century, our iconic resort has set the standard for luxury and service in the Bay Area.

We take pride in creating memorable experiences for our guests-and a rewarding, inclusive workplace for our colleagues.

Situated on 22 acres in the Berkeley and Oakland Hills, Claremont Resort & Club seamlessly blends its rich 19th-century history with the modern day to offer the very best of the Bay Area.

Guests dine with friends at Limewood, relax at our urban oasis, The Spa at the Claremont, and discover total wellness at The Club at the Claremont- all while taking in the breathtaking views of the San Francisco Bay.

Don't meet every single requirement of this job? At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information.

You may be the perfect candidate for this or for other roles within our organization!

We value U.S.

military experience and invite all qualified military candidates to apply.

Overview

The Member Services Manager is the hourly, floor-leading support role for the Club's front-of-house operation.

This position helps run the daily rhythm of the Front Desk and Member Concierge functions, protects the member experience at the point of contact, and keeps service standards consistent during each shift.
This role is hands-on and visible.

You lead from the floor, direct daily workflow, coach in real time, solve routine service issues, and keep the desk organized, accurate, and member-ready.

The role does not carry full manager-level authority.

Final decisions on hiring, pay changes, formal corrective action, terminations, budget ownership, and major policy changes remain with Club leadership.
Success in this role looks like a Front Desk that stays organized and responsive, a concierge function that feels easy for members to use, strong shift execution, and clear follow-through on issues that need to move to the Director of Club Operations.

Essential Responsibilities

Member Experience & Engagement

• Serve as a lead point of contact for members during assigned shifts - greet warmly, build trust, anticipate needs, and help resolve day-to-day concerns with professionalism and speed.

• Handle first-level service recovery within established guidelines: listen, act, follow through, and escalate higher-risk, sensitive, or repeated issues to Club leadership promptly.

• Capture member feedback, recurring complaints, and service friction points; document clearly and bring patterns forward to the Director of Club Operations with useful context.

• Support new member onboarding and early experience efforts by helping members navigate reservations, programs, guest procedures, and hotel touchpoints

Front Desk & Member Concierge Shif...