Role Overview & Mandate
Executive Summary
We have an exciting opportunity for an enthusiastic Head of Membership to join the founding location of the 67 Pall Mall Members’...
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We have an exciting opportunity for an enthusiastic Head of Membership to join the founding location of the 67 Pall Mall Members’ Club, located in the heart of London’s St James’s.
67 Pall Mall is a Private Members’ Club founded by wine lovers for wine lovers and is home to the finest wine list in the world.
At 67 Pall Mall, our Membership team is central to our offering, and we are seeking a vibrant individual to join the team on a full-time basis.
If you are looking for a new challenge where you benefit from consistent training, opportunities to expand your wine knowledge, and the ability to develop in a thriving, successful and charismatic team, we would love to hear from you.
ABOUT 67 PALL MALL
With 6,000 wines representing 52 countries, with 1,000 available by the glass, the award-winning 67 Pall Mall is the home of fine wine.
The Club boasts an 18-strong sommelier team, many of whom are winners of several international competitions and elected #1 sommeliers in London.
Members benefit from a low-margin wine list and can store their wines at the Club in our original 1930s bank vault. Members also have access to an impressive events calendar and much more.
Members also benefit from all the Clubs within the 67 Pall Mall Group. Currently, we have three Clubs open for Members to use, inclusive of London we also have our first overseas expansion, 67 Pall Mall Verbier and our Asian Flagship, 67 Pall Mall Singapore.
As part of our mission to open and operate up to 10 Clubs in the next five years, we have an exciting pipeline of development ahead, which our Head of Membership will be a significant part of.
DUTIES AND RESPONSIBILITIES
Understand who the customers are, their expectations and needs; to establish and maintain relationship and rapport through service and over the years.- To seek and action customer feedback at all opportunities.
- Desire to resolve and learn from comments and complaints
- To implement and train all employees to meet the Company’s standards, monitor and thrive for continuous improvement.
- To act as a role model and ambassador for the brand.
- Endeavour to lead by example in all areas of the role.
- To ensure that all Reception logbooks and checklists are updated daily and signed
- To be responsible for the delivery of high levels of customer care and service delivery
- To ensure that the telephones, booking and computer systems are correctly operated by each team member.
- To ensure the daily supervision of all team members ensuring that theirs and your actions, duties and opening and closing duties are carried out in accordance with the pre-set procedures.
- To understand and ensure all team members understand through continuous training the full knowledge of all products, services and facilities offered.
- To deal with customer requests, issues and complaints.
- Assist and share booking information with floor staff
- To sense customer needs and quickly respond to maximum satisfaction
- To actively participate in the service and daily running of the operations; to inspect and monitor all areas
- To participate in the building of an efficient, encouraged and motivated team of employees by ensuring everyone takes an active interest in each other’s welfare, safety and development
REQUIREMENTS
Excellent communication skills both written and spoken- Previous hospitality experience within a Members Club or fine-dining restaurant
- Immaculate personal presentation
- Ability to work as a team
- Exceptional interpersonal skills, with the ability to build a rapport with people on all levels
- The ability to communicate effectively with a wide range of people
- Professional and polished personal presentation
- Motivated, enthusiastic and proactive approach to your work
- Able to use own initiative
- Reliability and efficiency
- Handle a variety of tasks at one time
- Quick to respond to any situation that may occur in the restaurant and deal with crisis situations.
- Ability to find solutions to any problems that occur in the front of the restaurant.
- Desire to provide the best experience for our Members and their guests
- Maintain the highest personal standards of conduct and performance
BENEFITS
Cycle-to-work scheme available
- Season ticket loan scheme
- 29 days holiday (including bank holidays)
- Opportunity to take part in WSET/CMS training and other courses
- Opportunity to evolve role
- Ability to purchase wine at cost price
- Staff food available
- 25% discount on dining at the Club
- Employee Assistance Programme
- Life Assurance
- Referral scheme
67 Pall Mall prides itself on maintaining equal opportunities for all employees.
INDFOH
