Job Description
About Us
Hollyburn Country Club - A Private, Family Club for Life
Hollyburn Country Club offers members an exclusive hub for activity, sport, dining, entertainment, socialization, and business. We provide a welcoming environment that serves as a home away from home for many of our members.
Our Values
Community – Foster strong connections and a sense of belonging.
Respect – Uphold a culture of courtesy and mutual respect.
Hospitality – Deliver exceptional service in everything we do.
Evolve – Embrace change and strive for continuous improvement.
Magic – Create memorable experiences that go above and beyond.
The Location: Hollyburn Country Club is located in West Vancouver at 950 Cross Creek Road. Prior to applying for this position, we strongly encourage you to Google our location to ensure that you will be able to travel to and from work as public transportation is limited.
Position Summary
We are seeking a dedicated and experienced Manager, Hospitality & Member Relations to lead day-to-day clubhouse member-facing operations and uphold consistent service standards across key touchpoints. Reporting to the Director, Member Experience & Communications, this role is responsible for overseeing Front Desk/Member Services, Clubhouse Supervisors, and Member Safety/Security day-to-day operations, as well as supporting Member relations and conduct processes. This role is accountable for ensuring every member interaction reflects Hollyburn’s high standards of service, and that member concerns are handled promptly, fairly, and professionally.
Position Responsibilities
Hospitality & Member Relations – 40%
Develop, implement, and maintain service standards and proactive experience initiatives that elevate the Club’s hospitality culture.
Foster a service-first mindset that delivers excellence while remaining personal and approachable, ensuring Hollyburn continues to feel like a “Home Away From Home” for its Membership.
Ensure seamless execution of Front Desk and Member Services operations, maintaining a welcoming, well-managed, and clean environment.
Address and resolve Member concerns with professionalism, escalating significant issues through the established escalation pathway when appropriate.
Develop deep knowledge of Club rules and standards and coach frontline teams to apply them consistently, using sound judgment to protect the Member experience while maintaining positive relationships.
Lead Member disciplinary process support at the operational level (incident documentation, fact gathering, consistent application of House Rules an, Club Bylaws and Facility Rules) in partnership with the Director and People & Culture as required. Work with Hollyburn’s House Committee (Disciplinary Committee) to implement Member discipline when necessary.
Collaborate with member-facing departments to ensure service excellence and clear, respectful communication.
Leadership & Team Development – 25%
Recruit, train, and mentor a high-performing hospitality team that embodies the Club’s values.
Provide ongoing coaching and development, strengthening leadership judgment, conflict resolution, and real-time problem solving.
Conduct regular performance check-ins and set clear expectations that support accountability and growth.
Build a collaborative, values-driven culture supported by recognition and staff empowerment.
Operational Management – 25%
Oversee daily operations for Front Desk/Member Services, Member Safety/Security, and Clubhouse Supervisors to ensure reliable, high-quality service delivery.
Develop, implement, and refine operational procedures and best practices that support consistent service delivery.
Monitor service quality, cleanliness, and member satisfaction, implementing improvements as required.
Support operational modernization related to member-facing systems (e.g., communication tools, access-control workflows) in collaboration with Operations/Technology as applicable.
Support major Club events and private functions through coordinated guest-experience planning and access-control coordination.
Reporting, Collaboration & Continuous Improvement – 10%
Provide regular updates to the Director, Member Experience & Communications on service trends, recurring issues, staffing needs, and recommended improvements.
Partner closely with People & Culture on training, standards reinforcement, and coaching for member-facing teams as required.
Skills & Qualifications
Minimum 7 years of experience in hospitality, food & beverage, or Member experience leadership roles, ideally within private Clubs, hotels, or high-end environments.
Strong leadership capabilities with a track record of developing, motivating, and mentoring teams.
Demonstrated success in conflict resolution, Member conduct oversight, and navigating complex interpersonal dynamics.
Experience leading technology-driven operational improvements, including access control and communication systems.
Passion for hospitality, service excellence, and creating memorable Member experiences.
Own transportation is an asset due to the Club’s location.
Perks & Benefits (FT)
Competitive Compensation
Comprehensive Benefits Package
Employer Contribution Matching Pension Plan
Paid time-off
Free on-site parking
On-duty staff meals (taxable benefit for full-time and part-time employees only)
Company events
Sports Boutique discount
Working Conditions
This position operates 100% on-site
Regular evenings or weekend work may be required during peak periods or special events
Own transportation is an asset as public transportation is not frequent to/from the Club
Candidates must agree to complete a Police Information Check with a vulnerable sector search as part of the onboarding process.
Additional Information
Hollyburn Country Club is an Equal Employment Opportunity employer. We celebrate and take great pride in providing equal opportunities to all applicants and employees. Hollyburn firmly enforces this policy and does not discriminate or tolerate discrimination based on age, race, colour ancestry, place of origin, religion, marital status, family status, physical or mental disability, sex, political belief and gender identity or expression, or any other prohibitive grounds.
Thank you for your interest; due to the volume of applications, only short-listed applicants will be contacted. No phone calls, please.
Job Types: Full-time, Permanent
Pay: From $75,000.00 per year
Application question(s):
Are you a member at Hollyburn Country Club?
Have you previously been employed with Hollyburn Country Club?
If successful with your application, how would you plan to commute to Hollyburn Country Club?
Are you legally eligible to work in Canada (Work Permit, Permanent Residency, Canadian Citizenship)?
What role do you believe hospitality plays in creating exceptional customer experiences; and how would you apply this philosophy in the role you've applied for?
Work Location: In person
Hollyburn Country Club - A Private, Family Club for Life
Hollyburn Country Club offers members an exclusive hub for activity, sport, dining, entertainment, socialization, and business. We provide a welcoming environment that serves as a home away from home for many of our members.
Our Values
Community – Foster strong connections and a sense of belonging.
Respect – Uphold a culture of courtesy and mutual respect.
Hospitality – Deliver exceptional service in everything we do.
Evolve – Embrace change and strive for continuous improvement.
Magic – Create memorable experiences that go above and beyond.
The Location: Hollyburn Country Club is located in West Vancouver at 950 Cross Creek Road. Prior to applying for this position, we strongly encourage you to Google our location to ensure that you will be able to travel to and from work as public transportation is limited.
Position Summary
We are seeking a dedicated and experienced Manager, Hospitality & Member Relations to lead day-to-day clubhouse member-facing operations and uphold consistent service standards across key touchpoints. Reporting to the Director, Member Experience & Communications, this role is responsible for overseeing Front Desk/Member Services, Clubhouse Supervisors, and Member Safety/Security day-to-day operations, as well as supporting Member relations and conduct processes. This role is accountable for ensuring every member interaction reflects Hollyburn’s high standards of service, and that member concerns are handled promptly, fairly, and professionally.
Position Responsibilities
Hospitality & Member Relations – 40%
Develop, implement, and maintain service standards and proactive experience initiatives that elevate the Club’s hospitality culture.
Foster a service-first mindset that delivers excellence while remaining personal and approachable, ensuring Hollyburn continues to feel like a “Home Away From Home” for its Membership.
Ensure seamless execution of Front Desk and Member Services operations, maintaining a welcoming, well-managed, and clean environment.
Address and resolve Member concerns with professionalism, escalating significant issues through the established escalation pathway when appropriate.
Develop deep knowledge of Club rules and standards and coach frontline teams to apply them consistently, using sound judgment to protect the Member experience while maintaining positive relationships.
Lead Member disciplinary process support at the operational level (incident documentation, fact gathering, consistent application of House Rules an, Club Bylaws and Facility Rules) in partnership with the Director and People & Culture as required. Work with Hollyburn’s House Committee (Disciplinary Committee) to implement Member discipline when necessary.
Collaborate with member-facing departments to ensure service excellence and clear, respectful communication.
Leadership & Team Development – 25%
Recruit, train, and mentor a high-performing hospitality team that embodies the Club’s values.
Provide ongoing coaching and development, strengthening leadership judgment, conflict resolution, and real-time problem solving.
Conduct regular performance check-ins and set clear expectations that support accountability and growth.
Build a collaborative, values-driven culture supported by recognition and staff empowerment.
Operational Management – 25%
Oversee daily operations for Front Desk/Member Services, Member Safety/Security, and Clubhouse Supervisors to ensure reliable, high-quality service delivery.
Develop, implement, and refine operational procedures and best practices that support consistent service delivery.
Monitor service quality, cleanliness, and member satisfaction, implementing improvements as required.
Support operational modernization related to member-facing systems (e.g., communication tools, access-control workflows) in collaboration with Operations/Technology as applicable.
Support major Club events and private functions through coordinated guest-experience planning and access-control coordination.
Reporting, Collaboration & Continuous Improvement – 10%
Provide regular updates to the Director, Member Experience & Communications on service trends, recurring issues, staffing needs, and recommended improvements.
Partner closely with People & Culture on training, standards reinforcement, and coaching for member-facing teams as required.
Skills & Qualifications
Minimum 7 years of experience in hospitality, food & beverage, or Member experience leadership roles, ideally within private Clubs, hotels, or high-end environments.
Strong leadership capabilities with a track record of developing, motivating, and mentoring teams.
Demonstrated success in conflict resolution, Member conduct oversight, and navigating complex interpersonal dynamics.
Experience leading technology-driven operational improvements, including access control and communication systems.
Passion for hospitality, service excellence, and creating memorable Member experiences.
Own transportation is an asset due to the Club’s location.
Perks & Benefits (FT)
Competitive Compensation
Comprehensive Benefits Package
Employer Contribution Matching Pension Plan
Paid time-off
Free on-site parking
On-duty staff meals (taxable benefit for full-time and part-time employees only)
Company events
Sports Boutique discount
Working Conditions
This position operates 100% on-site
Regular evenings or weekend work may be required during peak periods or special events
Own transportation is an asset as public transportation is not frequent to/from the Club
Candidates must agree to complete a Police Information Check with a vulnerable sector search as part of the onboarding process.
Additional Information
Hollyburn Country Club is an Equal Employment Opportunity employer. We celebrate and take great pride in providing equal opportunities to all applicants and employees. Hollyburn firmly enforces this policy and does not discriminate or tolerate discrimination based on age, race, colour ancestry, place of origin, religion, marital status, family status, physical or mental disability, sex, political belief and gender identity or expression, or any other prohibitive grounds.
Thank you for your interest; due to the volume of applications, only short-listed applicants will be contacted. No phone calls, please.
Job Types: Full-time, Permanent
Pay: From $75,000.00 per year
Application question(s):
Are you a member at Hollyburn Country Club?
Have you previously been employed with Hollyburn Country Club?
If successful with your application, how would you plan to commute to Hollyburn Country Club?
Are you legally eligible to work in Canada (Work Permit, Permanent Residency, Canadian Citizenship)?
What role do you believe hospitality plays in creating exceptional customer experiences; and how would you apply this philosophy in the role you've applied for?
Work Location: In person
💡 Quick Summary
Seeking a career-building opportunity? The Manager, Hospitality & Member Relations position is now open for candidates interested in the Customer Care sector. This role in Vancouver offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Customer Care is a plus.