Position Description

Position Title: Member Services Administrator

Reports to: General Manager

Works closely with:

• ·       Golf Operations Manager
• ·       Finance & Accounts
• ·       Head Professional
• ·       Food & Beverage Team
• ·       Membership
• ·       Social & Women’s Committees

Position Purpose

The Member Services Administrator is a front-of-house, five-day-per-week administration role and a key ambassador for Blackwood Golf Club.
This position is the primary point of contact for members, guests, and visitors and plays a central role in every aspect of the membership experience — from first enquiry and onboarding, through engagement and retention, to respectful off-boarding.

Combining professional reception services with high-quality membership administration, communication, reporting, and event support, the role exists to ensure members feel welcomed, supported, informed, and valued at every interaction.

Working within a small, well-organised administration team, the role assists the General Manager, Golf Operations Manager, and Finance, contributing to smooth club operations and a strong, member-first culture.

Key Responsibilities

1. Front-Facing Reception & Member Contact (Core Function)

• ·       Deliver a warm, professional welcome to members, guests, visitors, and suppliers and provide assistance as required.
• ·       Manage incoming phone calls, emails, and walk-in enquiries, providing accurate, timely information or directing matters appropriately.
• ·       Maintain a welcoming, organised, and professional reception environment reflective of the Club’s standards.
• ·       Provide immediate assistance to members with bookings, competitions, website/app access, membership enquiries, and general support.
• ·       Balance reception responsibilities with member services administration, prioritising member contact at all times.

2. Membership Administration (End-to-End Ownership)

·       Be the administrative champion for all membership matters.

·       Assist with membership inquiries via phone, email and face to face

·       Attend to new and changing membership records, ensuring confidentiality, data integrity and compliance including:

 

1.      Category changes

2.      Member applications

3.      Lifestyle renewals

4.      Membership billing queries

5.      Medical absentee

6.      Resignations

 

in collaboration with Finance.

3. New Member Onboarding, Engagement, Retention and Offboarding

·       Coordinate a structured, welcoming onboarding process for all new members.

·       Deliver clear welcome communications, orientation support, and early-stage follow-ups.

·       Maintain proactive contact with members during their first year.

·       Support retention initiatives by monitoring engagement

·       Manage off-boarding processes respectfully and gather meaningful feedback to inform improvement.

4. Member Communications

·       Prepare and distribute high-quality member communications including newsletters, updates, notices, and event information.

·       Ensure all communications are accurate, timely, and aligned with Club branding and tone.

·       Maintain membership-related website content and digital displays.

·       Support social media posting relating to member engagement and club activity.

·       Work closely with the Golf Operations Manager to ensure golf-related messaging is consistent and clear.

 

 

5. Member Events & Community Support

·       Assist the General Manager with the administration and coordination of club events, private functions, presentations, and community activities.

·       Support Club social committees by providing administrative support for Committee run events.

·       Assist with new member evenings

·       Contribute to an inclusive, welcoming club environment.

6. Reporting & Membership Insights

·       Prepare regular membership reports covering growth, movements, demographics, engagement, and resignations.

·       Identify trends, risks, and opportunities from membership data.

·       Provide clear, evidence-based insights to the General Manager and Committees.

7. Systems, Processes & Technology

·       Maintain strong working knowledge of membership and golf systems (MiClub or similar).

·       Assist members with online access and troubleshooting.

·       Ensure digital platforms remain accurate and user-friendly.

·       Support continuous improvement of administrative systems and workflows.

8. Collaboration & Administration Support

·       Provide administrative assistance to the General Manager (coordination, documentation, communication support).

·       Support the Golf Operations Manager and Finance with non-financial administration.

·       Assist across the administration team during peak periods or leave coverage.

·       Provide limited cross-department support where required (including occasional Pro Shop coverage).

Key Skills & Attributes

·       Warm, confident, and professional front-of-house presence.

·       Strong written and verbal communication skills.

·       Highly organised with excellent attention to detail.

·       Member-first mindset with a genuine service orientation.

·       Comfortable working in a small, collaborative team.

·       Ability to manage competing priorities calmly and effectively.

·       Strong discretion and integrity with confidential information.

·       Competence with digital systems and branded communications.

·       Willingness to learn and grow within the role.

Qualifications & Experience

·       Experience in administration, customer service, membership services, or hospitality.

·       Experience in a golf club or sporting organisation highly regarded.

·       Marketing, communications, or social media experience desirable.

·       Proficiency with Microsoft Office and digital systems.

·       MiClub or similar experience advantageous (training provided).

·       RSA and First Aid desirable.

 

Position Summary

The Member Services Administrator is a high-visibility, people-focused role central to the daily experience of Blackwood Golf Club members.
Through professionalism, organisation, warmth, and attention to detail, the role supports membership growth, engagement, and retention while ensuring every interaction reflects the Club’s values and standards.