Director of Member & Guest Services & Facility Rentals

Principal Responsibilities :

The Director of Member & Guest Services and Facility Rentals is responsible for overseeing the operations and strategic direction of the Member and Guest Services Department, including front desk services, membership sales and retention, facility rentals, and security scheduling. This position provides leadership to ensure the highest standard of customer service, operational efficiency, and revenue generation, while actively supporting the JCC's digital transformation and organizational growth.

The JCC is embarking on a once-in-a-generation project, building a new JCC to serve the Vancouver Jewish and Greater Community. The Director will play a key role in re imagining policies, procedures, and service delivery to align with the evolving needs of members and guests, supporting the vision of the new JCC. In this context, the Director will also be pivotal in assessing existing member and guest services processes to identify opportunities for improvement, leading change management initiatives to modernize and enhance service delivery, and partnering with senior leadership to ensure alignment with organizational goals and values all while developing and maintaining the highest level of service to current members and clients throughout construction.

Key Areas of Responsibility

1. Front Desk Operations and Customer Service

• Manage daily operations of the front desk and guest services team.
• Supervise, train, and evaluate staff to ensure consistent delivery of high-quality customer service.
• Schedule staff ensuring the member and guest services desk has appropriate coverage during building operating hours. Rotate duties and cross train as appropriate.
• Oversee program registration processes and ensure efficient coordination with other departments.
• Assist team in resolving complex issues related to membership or facility operations
• Establish and maintain customer service standards, policies, and protocols.
• Create and maintain professional and meaningful relationships with members, clients and colleagues.
• Provide leadership as the new registration system implementation moves into its post-implementation phase..
• Manage the administration of the member database to ensure the information is current and accurate.
• Create membership-related reports by assembling data from various sources. Deliver reports or presentations to committee members, board members and senior management as required.
• Support staff and member adoption of the member management system through training and ongoing support.
• Respectfully communicate and enforce rules with members; address member complaints and issues in a timely and professional manner

2. Membership Strategy, Sales, Marketing and Retention

3. Facility Rentals and Administration Oversight

4. Finance

Committees : Marketing, Recreation, Registration System Implementation, Department Leadership Team

Minimum Qualifications :

Qualifications

Education and Experience

Skills and Competencies

Working Conditions

How to Apply

To apply for this position, please go to the external site link below and click on the "apply" button. Submit your resume along with a cover letter that clearly outlines how your skills, experience, and accomplishments align with the needs of our organization and the specific responsibilities of the role. Your cover letter should highlight relevant achievements, demonstrate your understanding of our mission and programs, and explain how you can contribute to our team's success. Applications without both a resume and cover letter will not be considered.

Proposed Start Date : September 8, 2025. Resumes will be reviewed on an ongoing basis, and the posting will remain open until the position is filled.