The Department

Our Membership Services Department plays an essential role in providing co-ordination, administrative support and amenities to deliver quality services to the 24,000 Club Members and their families. 

The job holder reports to Executive Manager, Membership Services (EM, MS). He/ she will directly supervise the administrative functions at Membership Services:

1) Managing membership applications process focusing on the integrity of admission/progression channels and at the same time meeting income targets set for Full, Racing, Full (S) and Corporate membership, as well as maximizing intakes into the Sha Tin and BRCC Concession Schemes through promotion programs;

2) managing the process of keeping up-to-date Members and their immediate families’ particulars focusing on data integrity, handling requests for change of membership status and obtaining necessary approval from the Stewards to gate-keep the eligibility for the applicable privileges, and maintaining the archives of their records in compliance with the Club’s information management policies;

3) Supporting formulation, execution, interpretation and maintenance of membership rules and regulations to uphold the standard of integrity and reputation of the Club.

4) Assisting EM, MS in the end-to-end process of handling Members' incidents, misbehaviours and recommendation of disciplinary procedures & managing disciplinary proceedings and records, and co-ordinating the conduct of Members Disciplinary Committee hearing convened to handle Members’ serious behaviour cases.

5) he / she will also support the development, formulation, interpretation and maintenance of Membership bye-laws and house rules to uphold the standard of integrity and reputation of the Club.

The Job
You will:

• Lead the administrative functions at Membership Services to develop and implement (a) membership admission processes that adhere to Stewards’ directives as well as with the utmost integrity; (b) various migration channels for Members/customers with recognised value; (c) concession schemes for various segments to boost utilisation of STCH and BRCC; And in doing so, achieving the yearly revenue budget set for Individual and Corporate membership admission, subscriptions, and concession scheme enrolments. Review administration process regularly to keep the rules & regulations up-to-date and support the divisional strategic priorities.
• Managing the process of updating Members and their immediate families’ personal and business particulars focusing on data integrity, handling requests for change of membership status, such as Absence, Voluntary Suspension, Reinstatement etc and obtaining necessary approval from the Stewards to gate-keep the eligibility for the applicable privileges, and maintaining the archives of their records according to the Club’s data protection and record retention policies; Overseeing the coordination with Hang Seng Bank regarding daily operations on membership card issuance and maintenance and on card-holder management.
• Gate-keeping the continuous fine-tuning of membership rules & regulations as well as their consistent applications. This is achieved by reviewing rules & regulations to ensure that they properly reflect the latest membership policies, and supporting the formulation, interpretation, and maintenance of these rules. Lead the Facility House Rules periodic review process in the role of custodian by working with the different Business Unit and Line Managers to ensure discussion and decision points are captured, consolidated and approved on timely basis for the annual circulation of the Members' Facilities Directory.
• Support EM, MS in the end-to-end process of managing Members' incidents, and the disciplinary process for Members' misbehaviours. This is a critical process in ensuring that all types of Members' non-compliances via different channels are captured, tracked, and responded to and if necessary to make recommendation of disciplinary procedures & managing disciplinary proceedings and records, and co-ordinating the conduct of Members Disciplinary Committee hearing convened to handle Members’ serious behaviour cases.
• Manage the operating plan, budgeting, forecasting and all KPI submission and monitoring process for all the functions under Membership Services.
• Manage all staff matters which include recommending and making recruitment decisions, succession planning of key positions, devising career development/ training plans, implementing staff enrichment & communication programmes and managing staff grievances.
• To take on any other projects or tasks as assigned by EM, MS from time to time and assume the delegated authority role for the EM, MS in his absence.

About You
You should have:

• University Degree in Business or Hospitality Management

• Minimum of ten years of management experience with a world class service organization

• Proven results in managing front line services/ hospitality services or in a senior public administration capacity

• Communication skills

• Management report & Committee paper writing skills

• Excellent proficiency in both written and spoken English and Cantonese;

• Putonghua proficiency would be advantageous

Terms of employment
The level of appointment will be commensurate with qualifications and experience.

How to Apply
Please send your resume, complete with expected salary and job reference by clicking the Apply Now button or to:
Fax: 2966 5770
Mail: The Human Resources Department, The Hong Kong Jockey Club, 1 Sports Road, Happy Valley, Hong Kong

We are an equal opportunity employer. Personal data provided by job applicants will be used strictly in accordance with the Club's notice to employees and prospective employees relating to the Personal Data (Privacy) Ordinance. A copy of which will be provided immediately upon request.