Current vacancies at the Institute of Hospitality

We are currently recruiting for the role of Membership Administrator as detailed below:

Membership Administrator

The Institute of Hospitality is the professional body for individual managers, aspiring managers and those studying for related qualifications in the hospitality industry.  Its aims and objectives are to promote excellence, enhance education and facilitate learning. The Institute offers a range of benefits and career long support through a renowned professional development programme.  It has been in existence for almost 80 years and boasts membership across the globe making it a truly international operation.

The Job

The post holder will report to the Head of Marketing & Membership and will play a key role in the smooth running of membership operations. They will be responsible for the maintenance of membership and subscription records on the CRM system and will provide reports and information as required by the management team. The Membership Administrator will process new membership applications and manage the administration of subscriptions collections.

Key Tasks and Responsibilities

  • Maintaining the membership database and sensitively handling all member data.
  • Processing changes to member contact details and payment methods.
  • Processing new membership applications, including registering details on the CRM system and producing and sending out membership packs (letter, card and certificate).
  • Processing direct debit payment applications and membership payments received by cheque or credit card.
  • Updating all membership records including lapsings and resignations.
  • Producing monthly cash figures and reconciling with cash book figures.
  • Producing monthly reports to timetabled deadline as required for the Finance team.
  • Working closely with the Head of Marketing & Membership on the annual subscriptions campaign.
  • Responding to all subscription enquiries via telephone, email and post.
  • Maintaining ‘Hospitality Quarterly’ magazine subscribers including issuing reminders and supplying data.
  • Responsible for handling all incoming calls to the office switchboard and re-directing calls as required.
  • Managing the office post – incoming and outgoing.
  • Any other administrative tasks as and when required by the Head of Marketing & Membership.

Skills and Knowledge


  • Excellent written and verbal communication skills.
  • A good standard of literacy and numeracy.
  • Proficiency in Microsoft office applications, especially Outlook, Excel and Word.
  • Prior experience of working with databases/CRM systems.
  • Ability to manage incoming and outgoing mail and deliveries.
  • Evidence of sound administrative skills.
  • Comfortable with using the internet for research purposes when tracking ‘lost’ members.
  • Ability and willingness to work collaboratively across all areas of the Institute.


  • Experience of working in a membership based organisation.
  • An interest in the hospitality, leisure and tourism industries.

Personal Qualities

  • Excellent customer service skills.
  • Highly motivated with an outgoing and positive attitude.
  • Able to respond courteously and effectively to incoming requests from internal and external contacts at all levels, via telephone, email and in person.
  • Able to remain calm and professional in any personal interaction and able to spot potentially difficult situations and alert colleagues accordingly.
  • Able to manage multiple tasks to differing daily and weekly deadlines.
  • Good organisational and interpersonal skills.
  • Confident in making outgoing calls to members.
  • Flexible approach to the work involved and able to work well under pressure.
  • Good attention to detail especially when managing financial records.
  • Ability to work independently as well as part of a larger team.
  • Understanding and commitment to equal opportunities both for members of the Institute and in the workplace.

Equal Opportunities Statement

The Institute of Hospitality is committed to equality of opportunity and welcomes applications from all sections of the community.

The Rewards

The salary is up to £24,000 per year dependent upon experience and pro-rata for part-time.

The working hours are up to 35 per week with a degree of flexibility.

Location: Sutton, Surrey.

How to Apply

Please submit your CV to Joanne Smith, Head of Executive Office:

Closing date: Thursday 7 June 2018