Spa Membership Co-Ordinator

Role: Spa Membership Co-Ordinator

Location: Seaham Hall, County Durham

Resort information: https://www.seaham-hall.co.uk/

Salary: £21, 000 per annum plus share of service charge 

Hours: 8am – 10pm, 5 days out of 7 including weekends/bank holidays & Duty Manager shifts as per contract

Relationships: General Manager, Spa Team, Reception Team

Seaham Hall is the home to five red star personable luxury situated on the Durham Heritage coastline. Steeped in history and heritage we offer a home away from home experience for all to adore. Seaham Hall boasts twenty-one individually styled suites set in thirty-seven acres of beautifully landscaped gardens and is home to the five-luxury bubble Serenity Spa. The Serenity Spa offers the very best in immersive facilities and wellness treatments designed to balance and restore the senses. With two onside dining locations, guests can choose from The Dining Room with dishes inspired by the rugged North Sea and Durham countryside or The Ozone restaurant nestled in the vibrant Serenity Spa drawing on Pan-Asian influences.

People are our passion and our mission is to create the ultimate Northern hospitality through our warming charm.  Human connection, personal experience, brand evolution and location pitch us at the top level of emotive hospitality.

Are you a team player, self driven, dedicated and committed to providing the highest quality customer service as well as providing in-depth knowledge to our guests so they receive the best possible experience each and every time?

If this sounds like you and you are looking for a new challenge and have the skills, talent and experience then we want to hear from you today! 

Objective

The face and sole point of contact of membership at Seaham Hall.  To deliver strong membership retention as well as conversion of new membership prospects in line targets.  To act as main point of contact for all membership enquiries, creating a sense of membership community across the Serenity Spa.

Responsibilities & Accountabilities

• Accountable for driving membership revenue ensuring maximum revenue is achieved every month.
• Main point of contact for all membership enquires via email, telephone and face to face.
• Strong administration skills to ensure that all memberships are up to date and accounted for in line with data policies and practices.
• Efficient diary management of all membership appointments, membership tours and finalising membership sales.
• Directly responsible for the collection of all membership fees.
• Directly responsible for rejection of membership fees, chasing outstanding payments, and updating membership software system and front of house team in line with membership changes.
• On completion of new sign ups and renewals responsible for issuance of membership paperwork and unique membership identification cards.
• Execute a strong retention plan to ensure excellent relationship values and future of current members.
• Ensure all enquiries are recorded and figures reported on a weekly and end of month basis to senior management team including Spa Manager, General Manager and Financial Controller.  All records must be up to date including membership cancellations, rejected DDR and new membership payments.
• Adhere to company policies through new sign up’s, renewals and terminations of membership in professional manner.
• Ensure members are made aware of company expectation, terms and conditions and spa rules and regulations, enforcing these as best practices.
• Responsible in creating innovative membership sales plan, including marketing and social events calendar.
• Execution of membership referral plan with guidance from Spa Manager.
• Proactive approach in gaining and acting on member feedback in a genuine and committed way to ensure high level of member value.
• Dealing with membership complaints, amendments and queries with guidance from the Spa Manager.
• Fully utilize the membership prospects database to gain maximum generation of membership prospects.
• To be involved in external sales activities and events to promote Spa Membership.
• High ability to network with confidence upselling and promoting the brand at all times whilst making new connections.
• Understand local area and assessment of key competitors on a regular basis.
• Maintain updated knowledge of fitness, leisure and wellness industry.
• Management and maintenance of the Spa Membership Software.
• Capture photographic identification for all members so they are easily identifiable to team members.
• Dealing with confidential data and records to maintain accurate information.
• Attend regular meetings with the Spa Management Team as and when required.
• Provide and operational presence around key membership access times.
• Eye’s open approach in reporting snagging, repairs and any other concerns within operation.
• Adhering to Company Standard Operating Procedure.
• Undertake Spa Duty Management shifts as and when required.

Key Competencies

• Role model and passionate personality, promoting star quality and culture.
• Immense attention to detail with range of knowledge across overall spa journey.
• Diverse range of administrations skills across Microsoft and outlook.
• Negotiation skills and high level of communication skills.
• Flexibility to work a variety of shift patterns and high punctuality.
• Excellent time management, flexibility and organisational skills.
• Ability to produce client satisfaction through high level of customer service skills.
•  A high standard of personal appearance and presentation is essential at all times, reflecting the brand.

Benefits

• Work place wellness scheme
• Training Programme Provided
• 20% Staff Discount on experience subject to availability
• Preferential employee rates on Temple Spa & Ishga product houses
• Service charge tip scheme

Role: Spa Membership Co-Ordinator

Location: Seaham Hall, County Durham

Resort information: https://www.seaham-hall.co.uk/

Salary: £21, 000 per annum plus share of service charge 

Hours: 8am – 10pm, 5 days out of 7 including weekends/bank holidays & Duty Manager shifts as per contract

Relationships: General Manager, Spa Team, Reception Team

Seaham Hall is the home to five red star personable luxury situated on the Durham Heritage coastline. Steeped in history and heritage we offer a home away from home experience for all to adore. Seaham Hall boasts twenty-one individually styled suites set in thirty-seven acres of beautifully landscaped gardens and is home to the five-luxury bubble Serenity Spa. The Serenity Spa offers the very best in immersive facilities and wellness treatments designed to balance and restore the senses. With two onside dining locations, guests can choose from The Dining Room with dishes inspired by the rugged North Sea and Durham countryside or The Ozone restaurant nestled in the vibrant Serenity Spa drawing on Pan-Asian influences.

People are our passion and our mission is to create the ultimate Northern hospitality through our warming charm.  Human connection, personal experience, brand evolution and location pitch us at the top level of emotive hospitality.

Are you a team player, self driven, dedicated and committed to providing the highest quality customer service as well as providing in-depth knowledge to our guests so they receive the best possible experience each and every time?

If this sounds like you and you are looking for a new challenge and have the skills, talent and experience then we want to hear from you today! 

Objective

The face and sole point of contact of membership at Seaham Hall.  To deliver strong membership retention as well as conversion of new membership prospects in line targets.  To act as main point of contact for all membership enquiries, creating a sense of membership community across the Serenity Spa.

Responsibilities & Accountabilities

• Accountable for driving membership revenue ensuring maximum revenue is achieved every month.
• Main point of contact for all membership enquires via email, telephone and face to face.
• Strong administration skills to ensure that all memberships are up to date and accounted for in line with data policies and practices.
• Efficient diary management of all membership appointments, membership tours and finalising membership sales.
• Directly responsible for the collection of all membership fees.
• Directly responsible for rejection of membership fees, chasing outstanding payments, and updating membership software system and front of house team in line with membership changes.
• On completion of new sign ups and renewals responsible for issuance of membership paperwork and unique membership identification cards.
• Execute a strong retention plan to ensure excellent relationship values and future of current members.
• Ensure all enquiries are recorded and figures reported on a weekly and end of month basis to senior management team including Spa Manager, General Manager and Financial Controller.  All records must be up to date including membership cancellations, rejected DDR and new membership payments.
• Adhere to company policies through new sign up’s, renewals and terminations of membership in professional manner.
• Ensure members are made aware of company expectation, terms and conditions and spa rules and regulations, enforcing these as best practices.
• Responsible in creating innovative membership sales plan, including marketing and social events calendar.
• Execution of membership referral plan with guidance from Spa Manager.
• Proactive approach in gaining and acting on member feedback in a genuine and committed way to ensure high level of member value.
• Dealing with membership complaints, amendments and queries with guidance from the Spa Manager.
• Fully utilize the membership prospects database to gain maximum generation of membership prospects.
• To be involved in external sales activities and events to promote Spa Membership.
• High ability to network with confidence upselling and promoting the brand at all times whilst making new connections.
• Understand local area and assessment of key competitors on a regular basis.
• Maintain updated knowledge of fitness, leisure and wellness industry.
• Management and maintenance of the Spa Membership Software.
• Capture photographic identification for all members so they are easily identifiable to team members.
• Dealing with confidential data and records to maintain accurate information.
• Attend regular meetings with the Spa Management Team as and when required.
• Provide and operational presence around key membership access times.
• Eye’s open approach in reporting snagging, repairs and any other concerns within operation.
• Adhering to Company Standard Operating Procedure.
• Undertake Spa Duty Management shifts as and when required.

Key Competencies

• Role model and passionate personality, promoting star quality and culture.
• Immense attention to detail with range of knowledge across overall spa journey.
• Diverse range of administrations skills across Microsoft and outlook.
• Negotiation skills and high level of communication skills.
• Flexibility to work a variety of shift patterns and high punctuality.
• Excellent time management, flexibility and organisational skills.
• Ability to produce client satisfaction through high level of customer service skills.
•  A high standard of personal appearance and presentation is essential at all times, reflecting the brand.

Benefits

• Work place wellness scheme
• Training Programme Provided
• 20% Staff Discount on experience subject to availability
• Preferential employee rates on Temple Spa & Ishga product houses
• Service charge tip scheme