Martha Gomez Email and Phone Number

Oversee and drive the Member Experience at Mission Hills Country Club. All departments to positively impact revenue, experience, and engagement.Lead & supervise the Member Experience Department - Project management, budgeting, staffing, hiring, and training of Member Experience Manager, Member Experience Coordinator, and ClubLife Concierge. Strategy Building - Responsible for the programming strategy at the Club built on quantitative Member data and qualitative feedback.Revenue driver - Works and directs revenue strategies across all Club departments.Collaborative Ideation - Be the catalyst that inspires and champions the social calendar. 360 Planning - Develop and ensure execution of relevant and engaging Member events and experiences and coordinate all aspects of event planning and execution; Reporting & Insights - Responsible for consistently gathering actionable Member feedback to evolve reoccurring events and inform future strategies.
Successfully track, communicate, and report key KPIs for each Member event to ensure elevated and optimized programming and pre-and post-event P&L for all events.

New Member Management -responsible for engagement strategies and monitoring the Member Journey connects activities that drive revenue and increased spending.

Solely responsible for managing and driving revenue for the Mission Hills Country Club Champions Villas.

Oversee daily food and beverage service in the Club restaurant operations. Assure all Food and Beverage operations and Member services are coordinated to exceed Member expectations while ensuring the standards of service and safety guidelines are met.
· Responsible for the service of food and beverage to the Members and Guests as scheduled, adhering to the Invited standards of service and excellence.
· Directly or indirectly supervise, as directed, service staff to ensure consistent service and execution of Member/Guest F&B experience.
· Complete and comprehensive knowledge of the al carte menu, including daily features and specials that may not be available directly on the menu.
· Ensure that room is bussed and cleaned. Re-check function/reservation book to understand and direct others as needed on how the room needs to be set-up for the next service hours or event as applicable.
· Attend, lead and/or participate in all staff meetings, as well as participate in daily line-ups, weekly service training meetings and special training sessions when requested.
· As directed, assist in the implementation of various training programs to the service personnel in order to maintain a well-trained staff to achieve Service Excellence and drive Member satisfaction and retention.

· Responsible for seeing that daily assignments and side work is completed in their respective areas, to meet Club standards and as communicated in the Training Handouts expectations (i.e. orderly/organized work areas, consistently sanitary work areas, refill/stock containers and supplies, etc.).
· Notify supervisor of Member/Guest complaints at the time they occur. Rectify, practicing service recovery to resolve any complaints as soon as possible.
· Partner with fellow Employees to provide the 3 Steps of Service (warm welcomes, magic moments, and fond farewells) to all Members/guests.

Responsible for the oversight, selling, planning, and coordinating of all aspects of
private event operations at the club to maximize member and guest experience and achieve the annual private event sales plan.

Oversight and coordination of all aspects of the club’s event sales. Strategize operational sales goals and plan of how to achieve them. This meeting will include review of Catering Sales Forecasts and upcoming prospecting focus, plus review of Prospect Inventory and CaterPro Sales Management Reports. Supervision of other club private event team members.
• Development of a sufficient prospect inventory and maintain a tracking system to ensure on-going
contact with existing client base and development of new clients.
• Responsible for meeting with the clients to determine needs and making client-specific decisions to meet
those needs.
• Attend all required Department Head Meetings.
• Achieve and maintain mandated sales standards as set by the Senior Vice President of Sales.
• Networking inside and outside the Club to obtain "leads" and build relationships with new and existing clients.
• Work with Executive Chef and General Manager to establish profitable and competitive private event menus that meet the client's needs.
• Analyzes the requirements of the function and decides type of service necessary; works with published menus or structures menu proposals, draws up contract, procures client's signature, and collects necessary deposit and payments.
• Ensures that all expenses incurred by the Private Event Department are accurately recorded and are within financial guidelines.
• Obtain feedback from Member/host to ensure satisfaction regularly and review private dining rooms and service requirements.
• Create quarterly prospecting game plans to ensure the success of department revenue growth

Working with Committees and Members to coordinate Club events and activities.
Responsible for Club commucations including creating marketing collateral to distribute.
Increasing participation in events and dining nights utilizing marketing materials throughtout Club areas, email, text, social media, verbal communications.
Responsible for New Member Connect process and Member Retention.
Hire, train & supervise Member Service Repesentatives.