At Claremont Resort & Club, we believe that exceptional hospitality starts with extraordinary people. For over a century, our iconic resort has set the standard for luxury and service in the Bay Area. We take pride in creating memorable experiences for our guests—and a rewarding, inclusive workplace for our colleagues.

Situated on 22 acres in the Berkeley and Oakland Hills, Claremont Resort & Club seamlessly blends its rich 19th-century history with the modern day to offer the very best of the Bay Area. Guests dine with friends at Limewood, relax at our urban oasis, The Spa at the Claremont, and discover total wellness at The Club at the Claremont- all while taking in the breathtaking views of the San Francisco Bay.

The Director of Operations is responsible for overseeing the daily operations of Club, a semi-private fitness, tennis, social, and aquatics club. This key leadership position will manage all operational aspects of the club, including facilities, staffing, member services, and ensuring a seamless, high-quality experience for club members and guests. The Director of Operations will work closely with the General Manager and other senior leadership to implement strategies that drive operational efficiency, member satisfaction, and profitability.

• Proven ability to manage club operations in a dynamic and fast-paced environment.
• Strong problem-solving skills and ability to implement strategic initiatives.
• Demonstrated experience in member relations and customer service excellence.
• Proficiency in club management software, scheduling platforms, and financial reporting tools.
• Ability to collaborate with multiple stakeholders, including resort leadership, members, and vendors.
• Strong organizational skills and attention to detail in managing multiple priorities.
• Experience developing and executing marketing and membership growth strategies.
• Knowledge of safety, compliance, and risk management best practices for club facilities.
• Ability to adapt to evolving trends in the hospitality, fitness, and recreation industries.

 

Operational Oversight:

• Manage the daily operations of the fitness, tennis, social, and aquatics facilities, ensuring all areas are fully operational, clean, and well-maintained.
• Supervise the maintenance and upkeep of the club’s physical assets, including fitness equipment, tennis courts, pools, locker rooms, and F&B areas.
• Collaborate with other departments to ensure smooth and effective operations across all club activities.

Club Leadership & Member Engagement:

• Oversee daily operations of all club facilities, including tennis, fitness, aquatics, and social event programming.
• Develop and implement strategies to enhance the member experience, drive engagement, and foster a vibrant community.
• Maintain strong relationships with members, guests, and resort leadership to ensure seamless integration of club and resort offerings.
• Lead and support department managers in delivering exceptional service and programming

Staff Management & Team Leadership:

• Lead and develop a high-performing team, including department managers and front-line staff, across all areas of the club.
• Hire, train, and provide ongoing development and performance evaluations for staff members, ensuring they are knowledgeable and capable of delivering exceptional service.
• Foster a positive, motivating work environment that aligns with the club’s values and standards of excellence.
• Develop and manage staffing schedules to ensure optimal coverage for peak times and special events.
• Conduct regular staff meetings, performance evaluations, and professional development initiatives.

Member Experience & Relations:

• Ensure exceptional service delivery across all departments, with a focus on providing a welcoming, professional, and responsive environment for members.
• Act as a point of contact for member concerns, feedback, and inquiries, ensuring issues are addressed quickly and efficiently.
• Collaborate with marketing and member services to ensure member engagement, satisfaction, and retention.
• Develop and implement strategies to enhance the overall member experience, from facility cleanliness to program offerings.

Budgeting & Financial Performance:

• Oversee and manage the operational budget, ensuring resources are allocated effectively to achieve revenue and profitability club goals.
• Analyze financial performance of the club’s various departments, including fitness, tennis, social events, and aquatics, to ensure profitability and cost-efficiency.
• Collaborate with the General Manager and CFO to create annual operating plans and adjust strategies as necessary to meet financial targets.
• Monitor key performance indicators, track membership growth, and oversee expense controls.

Program Development & Implementation:

• Collaborate with department heads to develop and implement new programs, events, and services that align with member interests and club goals.
• Ensure a diverse and engaging array of fitness classes, social events, and recreational activities are consistently offered to members.
• Monitor program success and member participation, making data-driven adjustments where necessary.

Compliance & Safety:

• Ensure the club operates in full compliance with all local, state, and federal regulations, particularly regarding health, safety, and environmental standards.
• Oversee safety protocols in all areas of the club, including fitness areas, aquatics facilities, and outdoor spaces, ensuring all members and staff are trained in emergency procedures.
• Implement regular safety audits and inspections to identify and resolve potential risks.

 

Marketing & Communication:

• Work with the marketing team to promote the club’s services, events, and programs through targeted campaigns and member communication.
• Provide insight into trends, opportunities, and member interests to guide marketing strategies and service offerings.
• Represent the club at events, community outreach activities, and business meetings to increase visibility and attract potential new members.

PERFORMANCE FACTORS:

• Member Satisfaction & Engagement:Maintain high levels of member retention and satisfaction by fostering a welcoming atmosphere, providing outstanding customer service, and implementing innovative programs that cater to diverse member interests and needs.
• Financial Performance:Effectively manage club budgets by optimizing revenue generation through membership sales, program fees, and events while implementing cost control strategies to ensure long-term financial sustainability.
• Operational Efficiency:Streamline club operations by maintaining up-to-date policies, improving workflow processes, and ensuring a high standard of service that enhances member experiences and maximizes facility utilization.
• Leadership & Team Development:Build, mentor, and lead a team of motivated professionals by providing ongoing training, setting clear performance expectations, and fostering a culture of accountability and excellence.
• Event Success & Participation:Drive strong participation and engagement in club events, tournaments, and social activities by developing compelling programming, effective marketing strategies, and partnerships that enhance member experiences.
• Facility Maintenance & Presentation:Ensure club facilities are consistently clean, safe, and aesthetically appealing through proactive maintenance, timely upgrades, and compliance with safety and operational standards.
• Innovation & Growth:Continuously explore and implement new programs, services, and technologies that enhance the club’s offerings, attract new members, and improve the overall experience for existing members.
• Attendance/ Punctuality and Dependability: Depended upon to report to work at the scheduled time, is seldom absent from work, and keeps unplanned absences to a minimum. The Employee follows company policy of reporting/planning absences and going through the correct channels to request time off.  Completes work in a timely, accurate and thorough manner, is conscientious about assignments and deadlines.
• Teamwork and Flexibility: Ability to help and share knowledge or expertise with others. Responds and adapts positively to new ideas, requests, and/or changing situations. Provides meaningful feedback and responds well to constructive criticism.
• Communication and contact: Communicate effectively both verbally and in writing with superiors, colleagues, and individuals inside and outside the company. Presents information and expresses ideas in a clear, concise, and in a well-organized manner; demonstrates grammatical prose when drafting letters, memoranda, and other forms of written communication. Listens attentively and provides appropriate feedback to ensure understanding.

• Relationships with others: Provides cooperative, responsive, and courteous service to clients and staff. Exhibits a professional and courteous demeanor and responds positively, yet quickly to special requirements or circumstances; works to maintain constructive working relationships.
• Initiative and Productivity: Initiates work activities, seeks responsibility, and makes efforts to improve knowledge and skills. The Employee thinks along original lines, finds new and effective ways of doing jobs, and makes suggestions for improvements. The volume of work consistently done in relation to the volume considered to be a standard requirement of the job. Accuracy, attention to detail, thoroughness, and neatness.
• Judgment and Analytical Ability: Seeks clarification when unsure. Knows when to consult and when to act independently. Keeps supervisor informed of status and potential problems. Correctly determines work priorities and treats confidential information appropriately.

QUALIFICATIONS:

Skills:

• Actively Listening - Give full attention to what managers, supervisors, coworkers, and clients are saying, taking note to understand the points being made, asking questions as appropriate. Determine the needs of your clients by actively listening to provide an exceptional product and experience.
• Speaking – Clearly communicate with managers, supervisors, and colleagues. Clearly communicate with clients to produce a great product and experience. 
• Time Management – Manage the time you have with your clients/group to deliver an effective product in the time provided. Efficiently manage the time you have on assigned tasks.
• Critical Thinking – Follow safety protocols. Make sound decisions regarding safety issues related to weather, changing conditions, animals, and client behaviors.

Abilities:

• Oral Expression – The ability to communicate information and ideas in specific terms that others will understand.
• Problem Sensitivity – The ability to recognize that there is a problem and determine the best course of action to remedy the issue; whether handling it yourself or notifying a supervisor or manager.
• Written Comprehension – The ability to read and understand information that is presented in writing.
• Oral Comprehension – The ability to listen to and understand information as it is presented through spoken words and sentences.
• Communication - Ability to communicate and work with a variety of ages and skill levels.
• Teamwork- The desire and ability to work in a cooperative, team-oriented atmosphere.
• Education and Experience:

• Bachelor’s degree in business, hospitality, sports management, or a related field (Master’s degree preferred).
• 7+ years of experience in operations management, preferably in a private club, hospitality, or fitness environment.
• Proven leadership and team management experience, with the ability to motivate, develop, and manage cross-functional teams.
• Strong understanding of fitness, tennis, social events, and aquatics program development.
• Exceptional communication and interpersonal skills, with a strong focus on member satisfaction.
• Excellent organizational and problem-solving abilities, with the capacity to manage multiple tasks and priorities.
• Budgeting, financial analysis, and P&L management experience.
• Proficiency in Microsoft Office Suite, club management software, and other relevant tools.

WORKING CONDITIONS:

Work hours may include days and evenings on weekdays and weekends. Work hours may extend longer than the standard 8-hour workday. Works primarily in an outdoors environment. Will be exposed to outdoor elements including constant sun exposure and occasional rain.

PHYSICAL REQUIREMENTS:

• Ability to stand, walk, and move throughout club facilities for extended periods.
• Capability to lift and carry up to 30 lbs. when needed for event setup and facility oversight.
• Comfortable working both indoors and outdoors in varying weather conditions.
• Ability to bend, reach, and perform light maintenance tasks when required.
• Strong visual and auditory acuity to monitor facility operations and member interactions.
• Availability to work a flexible schedule, including weekends, evenings, and holidays as required by club activities and events.

HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you!

For your physical and mental wellness we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs ​through EyeMed. ​Our Vacation, Sick and Holiday programs are available for you to rejuvenate with time off. HEI also provides pet insurance through the ASPCA. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future. Specific details and eligibility of these programs vary by location and employment status. 

 

Work today, get paid today! We proudly partner with DailyPay, a voluntary benefit that allows our associates access to their earnings when they want them.

                                                                                                                                

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

 

Applicants with arrest or Conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance and the California Fair Chance Act.

 

Applicants in Massachusetts: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.