Director of Member & Guest Services & Facility Rentals

Position Summary

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

• Lead the development and execution of membership sales strategies to achieve growth targets.

• Design and implement retention initiatives, including member engagement events and communications.
• Oversee all member and client relations to ensure a welcoming and inclusive experience.
• Analyze membership trends and provide recommendations to senior leadership. Create surveys and feedback mechanisms to better determine how the JCC can meet community needs
• Provide tours to potential new members and advise them of the benefits of membership.

• Manage the Member Subsidy Program and oversee delivery of the financial assistance process make those applying feel comfortable and welcome.

3. Facility Rentals and Administration Oversight

• Supervise the Facility Rentals Coordinator and manage all aspects of facility rental operations.

• Develop strategies to optimize rental revenue and enhance client satisfaction.
• Ensure appropriate staffing and logistical support for events and rental activities.
• Work across the organization to ensure smooth operations as it relates to maintenance, program operations and tenant agencies.
• Collaborate with other departments to maximize use of JCC facilities.
• Liaise with the parking lot management company to ensure smooth operation of the lot. Deal with any member parking violations or complaints.
• Primary contact for building tenant agencies

• Responsible for regular tenant communication.

4. Finance

• Ensure accurate financial tracking of renewals and cancellations and provide timely outreach to members

• Manage departmental budgets by approving expenses and processing invoices.
• Manage membership side of repetitive billing cycle ensuring accounts are ready for payment processing on the 25th of the month

• Process payments for new memberships and payments for facility rentals.

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

Qualifications

Education and Experience

• Bachelor’s degree in Business Administration, Hospitality, Recreation Management, or related field; equivalent experience may be considered.

• Minimum of 5 years of progressive leadership experience in membership services, facility management, hospitality, or a related field.
• Demonstrated experience in sales strategy, customer retention, and team leadership.
• Experience with registration systems or digital transformation initiatives preferred.

• Appreciation of Jewish culture and customs

Skills and Competencies

• Strong leadership and staff management abilities.

• Excellent customer service and interpersonal communication skills.
• Proven ability to develop and execute strategic initiatives.
• Strong organizational and project management skills.

• Ability to adapt to and lead through organizational change.

Working Conditions

• Full-time position; may require evening or weekend availability based on operational needs.
• Work is performed primarily in an office setting with regular interaction at the front desk and throughout the facility.
• Must work 1 evening shift per week
• Comprehensive benefits package including extended health and dental coverage, paid vacation, pension plan, and facility membership.

How to Apply

To apply for this position, please click on the "apply" button to 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.