Service Support Manager

Position Summary:

The position serves as a key link between the club’s administration and its members, delivering exceptional service to existing members, engaging perspective members, and ensuring a seamless onboarding experience. The role also provides high-level administrative support to the General Manager, Board of Directors, and Committees.
Success in this position requires professionalism, discretion, strong organizational skills and the ability to enhance both leadership effectiveness and the overall member experience.
Core Competencies:
Member Service Excellence
Executive Support & Coordination
Effective Communication Skills
Time Management & Prioritization
High Accuracy and Organizational Skills
Relationship Management
Problem Solving & Initiative
Accountability & Dependability
Discretion & Confidentiality

Job Duties/Responsibilities:
Serve as a primary point of contact for membership-related matters, providing an elevated level of personalized service and support.
Respond to member inquiries in a timely, professional, and courteous manner, ensuring accurate and consistent communication of membership information and Club policies.
Prepare and distribute membership packages to prospective applicants, ensuring all required information is complete and clearly communicated.
Process membership applications, including verifying applicant information, coordinating required documentation, and distributing materials to the Board of Directors, Governance, Discipline and Membership Committees.
Coordinate and schedule new member interviews.
Manage all communications related to the membership approval process, ensuring applicants are kept informed throughout each stage.
Upon approval, prepare and issue onboarding packages, including membership documentation, Club by-laws, rules and regulations, and relevant procedural information.
Coordinate and facilitate new member onboarding, including orientations and introductions to Club services, amenities, and procedures (e.g., lockers, transponders).
Maintain accurate and up-to-date membership records within the Club’s database (Jonas Software).
Work closely with Accounts Receivable to coordinate the setup of new member accounts, initiation fee, share, etc., and process membership changes.
Manage share redemption and transfer transactions, including verification, documentation, and reconciliation of payouts ensuring processed in accordance with Club policies and governing documents.
Provide high-level administrative support to the General Manager, Club President, and Committee Chairs, including calendar management and meeting coordination.
Prepare agendas, reports, and meeting materials for the Board of Directors, Membership Governance, Discipline Committees and Annual General Meeting.
Attend meetings and transcribe accurate and concise minutes for the Board of Directors, Membership, Governance, Discipline Committees, as required.
Coordinate annual communications to all Committees regarding term renewals and requests for new volunteers.
Liaise with Committee Chairs to coordinate and implement committee-related updates and change requests.
Coordinate and prepare required communications and documentation in support of the Annual General Meeting.
Support additional Club committees and senior managers as required, contributing to special projects and Club initiatives.
Assist with the coordination of Club communications and events as they relate to membership and governance.
Attend to any complaints or issues arise by members.
Perform other duties as per direction of General Manager.
Qualifications:
Post-secondary education in Business Administration, Hospitality Management, or a related field preferred.
Minimum 5 years of experience in an administrative, executive assistant, or membership services role; experience in a private club, hospitality, or member-based organization is an asset.
Demonstrated experience supporting senior leadership and coordinating Board or committee-level activities.
Strong customer service orientation with a commitment to delivering a high standard of member service.
Exceptional written and verbal communication skills, with the ability to communicate professionally and diplomatically.
Highly organized with strong attention to detail and accuracy in data management and documentation.
Excellent time management skills with the ability to prioritize tasks and manage multiple deadlines in a fast-paced environment.
Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) and experience with membership databases or CRM systems.
Experience preparing meeting materials, agendas, and recording/transcribing minutes is strongly preferred.
Ability to work both independently and collaboratively with leadership, committees, and staff.
Flexible and adaptable, with a proactive approach to problem-solving and continuous improvement.
Proven ability to manage confidential information with discretion and sound judgment.
Proficient knowledge of Jonas Software certainly is an asset.

About Oakdale Golf & Country Club:

Oakdale Golf & Country Club is a family-focused private club built with a 27-hole world-class golf course and supported by a full range of amenities, including a swimming pool, tennis, pickleball and fitness facilities. For decades, Oakdale has been a club of choice where members and their families enjoy the championship course and connect through a variety of social, recreational, and dining experiences in our welcoming clubhouse.
Where friends and family connect — for a century.
Founded in 1926, Oakdale has upheld a commitment to service excellence for a century, earning recognition as one of Canada's premier private golf and country clubs. Today, Oakdale is home to a vibrant community of 1,700 members who enjoy our world-class golf course, beautiful clubhouse and exceptional amenities.
Oakdale is a welcoming and inclusive community, and we strive to create a supportive environment that brings together members, staff, and the local community. We are committed to respecting our social responsibilities, charitable obligations and tradition of excellence.
Central to the Oakdale experience is our renowned 27-hole golf course, which is comprised of three distinctive nines, each named in honour of prominent Canadian figures who have made significant contributions to the golf industry.