Club Service Director at Boys & Girls Clubs of Central Florida – Eatonville, Florida

TITLE: Club Service Director

PERFORMANCE PROFILE SOURCE: Individual Contributor

DEPARTMENT: Operations

WORK LOCATION: Club

REPORTS TO: Service Director

FLSA Status: Exempt Salary

WORKER CATEGORY: Full-time

LOCATION: Joe R Lee

ADDRESS: 400b Ruffel Street, Eatonville, FL 32751

About Company:

At Boys & Girls Clubs of Central Florida (BGCCF), we believe every child deserves a great future and work every day to make that vision a reality. Serving more than 15,000 youth annually across 39 Clubs and a mobile unit in Central Florida, we provide safe spaces, caring mentors, and life-changing opportunities for children ages 6-18. Our mission is to inspire and enable all young people, especially those who need us most, to realize their full potential as productive, responsible, and caring adults. Through academic support, career readiness, and social-emotional development, we help close the opportunity gap and empower the next generation of leaders. Join us in building brighter futures and strengthening our community, one child at a time.

About the Role:

The Club Service Director plays a pivotal role in ensuring the seamless operation and exceptional service delivery within a club environment. This position is responsible for overseeing all aspects of member services, enhancing member satisfaction, and fostering a welcoming and engaging atmosphere. The Club Service Director collaborates closely with various departments to coordinate events, manage staff, and implement service standards that align with the club’s mission and values. By analyzing member feedback and operational metrics, the director continuously identifies opportunities for improvement and innovation. Ultimately, this role drives the overall member experience, ensuring that the club remains a preferred destination for its community.

Minimum Qualifications:

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
• Minimum of 5 years of experience in club management, hospitality, or customer service leadership roles.
• Proven ability to manage teams and deliver high-quality service in a fast-paced environment.
• Strong communication and interpersonal skills to interact effectively with members, staff, and management.
• Proficiency in using club management software and Microsoft Office Suite.

Preferred Qualifications:

• Certified Club Manager (CCM) designation or equivalent professional certification.
• Experience working in private clubs, country clubs, or similar membership-based organizations.
• Knowledge of event planning and execution within a club setting.
• Familiarity with budgeting and financial management related to service operations.
• Additional language skills to support diverse member populations.

Responsibilities:

• Manage and lead the club service team to deliver outstanding member experiences on a daily basis.
• Develop and implement service policies and procedures that uphold the club’s standards and enhance member satisfaction.
• Coordinate with other departments such as food and beverage, events, and facilities to ensure cohesive service delivery.
• Monitor member feedback and service metrics to identify trends and areas for improvement.
• Plan and oversee member events and activities that promote engagement and community within the club.
• Recruit, train, and evaluate service staff to maintain high performance and professional development.
• Handle member inquiries, concerns, and complaints promptly and effectively to maintain positive relationships.
• Prepare regular reports on service operations, member satisfaction, and team performance for senior management.

Skills:

The Club Service Director utilizes strong leadership and organizational skills daily to coordinate multiple service functions and lead a diverse team effectively. Excellent communication skills are essential for engaging with members, resolving issues, and collaborating with other departments to ensure a unified service approach. Analytical skills are applied to interpret member feedback and operational data, driving continuous improvement initiatives. Proficiency with club management software and technology tools supports efficient scheduling, reporting, and resource allocation. Additionally, event planning and customer service expertise enable the director to create memorable experiences that foster member loyalty and satisfaction.