Director of Club Experience

Bentwater Yacht & Country Club is Houston’s premier gated, waterfront, golf community. Ideally located along 12.5 miles of Lake Conroe shoreline, this 1,400-acre master-planned community offers one of the most uniquely beautiful backdrops for living in the Houston area. Perfectly positioned between two breathtaking, protected natural environments – the 22,000-acre Lake Conroe and the 160,000-acre Sam Houston National Forest, Bentwater offers a lifestyle that is both relaxed and vibrant.

Residents enjoy a resort-style life and the convenience of every "creature comfort" just minutes from Bentwater's 24-hour, manned entrance. Anchored by a stately Country Club that boasts 54-holes of championship golf, a 10,000 square foot Fitness Center, Day Spa, Racquet Club, Guest Villas, Yacht Club, Marina, and the highly acclaimed, ultra private, all-green Grand Pines Golf Club.

POSITION SUMMARY
The Director of Club Experience will be a key member of the Club’s leadership team, responsible for leading and inspiring the team to consistently provide Members with the best hospitality experience possible. The position reports directly to Ownership and collaborates with all operational functions of the Club, with direct reports in the Food & Beverage and Membership Departments.

KEY COMPETENCIES & RESPONSIBILITIES
To be successful in this role, the Director of Club Experience will need to demonstrate the competencies that follow; these same areas will be a focus for performance evaluation, ensuring clear expectations and ongoing support:

Models Hospitality and Service Excellence: Creating a welcoming and exceptional experience for members and guests. Setting high standards for service and ensuring staff are well-trained and empowered to deliver quality experiences while upholding the standards of the Club.

Leadership - Interpersonal: Building strong relationships with members, staff, and ownership. Demonstrating empathy, active listening, and effective communication skills to foster collaboration and address concerns. Skilled in delegating tasks and empowering others to achieve goals .

Emotional Intelligence: Being aware of and managing one's own emotions, while understanding the emotions of others. This allows for navigating complex situations and building trust.

Strategic Management: Develop long-range plans that consider the club's vision, mission, and competitive landscape. Setting goals, allocating resources, and measuring progress.

Leads Change & Supports Innovation: Championing new ideas and initiatives that improve the club's operations and member experience. Effectively communicating and managing change processes to gain buy-in from members and staff.

Marketing & Member Communications: Developing and implementing marketing strategies to attract new members, retain existing members, and promote the club’s unique offerings.

Crisis Management & Risk Negotiation: Developing plans and protocols to effectively respond to crises that may impact the club, such as financial difficulties, safety incidents, or reputational damage. Skilled negotiation in resolving conflicts with members, vendors, or other stakeholders.

DUTIES & FUNCTIONS

• Approach all encounters with members, guests, and employees in an attentive, friendly, courteous, and service-oriented manner.
• Initiate and maintain ongoing training of Clubhouse staff.
• Hire, train, supervise, and evaluate all supervisors of food and beverage, clubhouse events, and other support departments as needed.
• Ensure overall member satisfaction.
• Maintain communications with all departments of the Club.
• Develop all staff for future advancement.
• Maintain knowledge and understanding of each service area and see that services are continually executed at the expected level and updated.
• Research and develop new member services.
• Recommend special projects/promotions and execute as directed by Ownership.
• Perform daily walk-through inspections and weekly written inspections and follow-up.
• Answer all guest/member complaints and suggestions.
• Enforce all club policies.

Metrics for Key Competencies & Responsibilities
Performance in each area will be evaluated through:

• KPIs identified within 90-days of onboarding,
• Leadership and peer feedback,
• Successful completion and track record of relevant Club initiatives or projects.

CANDIDATE PROFILE

The ideal candidate will possess the following:

Service Excellence: Demonstrate a genuine passion for providing exceptional service, including enhancing member experience, maintaining high service standards, and training programs to ensure staff are well-equipped to deliver high-quality service.

Leadership: A dynamic, results-oriented leader with a proven ability to build and motivate high-performing teams, effectively engage with members and staff, and uphold the mission and vision of the Club.

Member Focus: An understanding of the culture in a membership-driven organization and a commitment to fostering exceptional member experiences.

Strategic Thinking: Ability to develop and implement strategies to drive revenue, enhance member satisfaction, and ensure the club's long-term success.

Operational Excellence: Experience in overseeing Club operations and events, especially in the food and beverage department.

Communication and Collaboration: Excellent communication and presentation skills and the ability to build strong partnerships within the club and with members.

Professional Development: A passion for continuous learning and staying current with industry trends. Maintains membership with the Club Managers Association of America and other professional associations. Attends conferences, workshops, and meetings to keep abreast of current information and developments in the field.

Professional Experience & Credentials

• At least 10 years of experience in resort/club management, including 5 years in senior management in hospitality, private club, or exclusive service-based industries.
• 4-year college degree required or Industry equivalent training.
• An in-depth knowledge of and interest in event planning, food and beverage, resort/club operations, and high-quality service standards.

COMPENSATION
The Club will offer an attractive compensation package, commensurate with experience, which will include a competitive base salary and benefits. The salary range is anticipated to be $160-185k.