Membership Experience Manager

Responsibilities

• Support company’s philosophy and company culture through the use of Departmental Legendary Quality Experiences on a daily basis to ensure Guest Satisfaction and the achievement of our Mission Statement.
• Conduct professional tours and meetings with prospective members.
• To develop a deep understanding of our service product, so as to effectively communicate with prospects on our offerings (facility/classes/PT/Spa/Club Lounge etc.)
• To ensure that a high standard of service is maintained throughout the duration of each membership.
• To send hotel-wide communication on new joining members and any other important information pertaining to membership.
• Will train Spa & Wellness and other department colleagues on the overall membership programme, including any developing changes to membership.
• To support in the creation of relevant SOP’s regarding membership process & payment.
• Conduct regular market research on our comp-set to assess opportunities and risks for the membership.
• Assist in other operations of Spa & Wellness, as required, such as:

           -Fitness Reception       

           -Unique events and Hotel marketing initiatives

            -Health & Safety reporting

• Must have the ability to courteously interact and answer all Spa, Wellness and Hotel related questions with guests.
• To be adaptable and accountable for all actions.
• Will perform as a professional, with a friendly work ethic to conduct all duties and responsibilities as required by the position or assigned by the Fitness & Wellness Supervisor/Manager.
• To assist in the smooth flow of the guest’s journey throughout the day.
• Will greet each guest/member with a smile and acknowledge guests, even in passing.
• Act as an hotel ambassador at all times.

Financial:

• To generate and maintain effective tracking of membership payment dues and total revenue generation.
• Will check that membership payments are successfully obtained, as per the terms of each membership contract
• To observe and track direct/in-direct revenue lines resulting from membership.
• To support the planning & forecasting of the annual Membership P&L and re-forecast when necessary.
• Will create an accurate monthly commission claim sheet that follows the process stated in the relevant P&P.
• Ensure effective communication with the Finance department on any issues/support pertaining to membership creation, pricing, outstanding dues, and refunds.
• Ensure the correct protective actions are in place to safeguard key personal/financial details of our members.

Events/Marketing:

• To support in the creation of an annual marketing strategy for membership growth & development.
• Will seek to create member events at the Hotel, so that we can effectively engage with members.
• Will attend relevant external events and networking opportunities, so that potential leads for membership can be sourced and new connections are established.
• To work with our Marketing department to ensure the correct information is shared on our website and the Lifestyle Brochure remains updated/relevant.

Skills & Qualifications

Education & Certificates

• High School qualification, or equivalent is preferred.
• Degree or Higher National Diploma in the field Fitness/Sports/Personal Training is preferred.

Experience

• Experience as a Membership Manager (2 years) within a luxury 5* hotel, commercial, or boutique facility is preferred.
• Previous experience in Wellness operations, within a luxury facility, is advantageous.

Operational Skills

• Strong knowledge on membership process and relevant market demographics.
• Ability to work long hours with a strong focus on operational excellence.
• Ability to understand the flow of service and handle multiple tasks effectively.
• Strong computer skills, including MS Word/MS Excel/MS Outlook is preferred.

Communication Skills

• Strong interpersonal skills and ability to develop rapport with guests/members to deliver superior customer service.
• Ability to understand effective approaches of communication with different individuals from a variety of backgrounds.
• Able to communicate clearly with peers and management team.
• Pleasant and polite, must be able to effectively communicate with guests/members on the telephone.