Luxury Membership Experience Lead

The Global Ambassador Hotel; Phoenix (AZ); On-site; USD 75,000 - 85,000; Full time

Benefits offered by this job

Competitive compensation

Medical, dental, vision benefits for 0

PTO eligibility

Job summary

The Global Ambassador in Phoenix is seeking a responsive Membership Concierge to serve as the evening contact for VIP guests and coordinate seamless experiences across spa, dining, and hotel services.

You will lead membership programs, manage reservations for members, and collaborate with multiple departments to deliver personalized stays and exclusive access during major events and local happenings.

Qualifications

• 3+ years of experience in a luxury hotel servicing VIP clientèle.
• Excellent communication and client service skills.
• Proficiency with MS Office.
• Knowledge of Opera, Book4Time and OpenTable is a plus.

Responsibilities

• Serve as a primary point of contact in evening hours.
• Act as on-call weekend/evening manager to coordinators as needed.
• Be highly visible on property during major events and premier local events.
• Mentor and lead membership coordinators.
• Manage member text line and respond to members promptly.
• Make spa, fitness, dining and hotel reservations for members.
• Collaborate with dining team to ensure seamless on-property experiences.
• Secure last-minute lobby bar tables and reservations for members.
• Attend restaurant pre-shifts and prep member tables on time.
• Maintain notes of member preferences and communicate with the team.
• Build relationships across departments and with area restaurants for exclusive access.
• Work with Director of Security on SOPs and discreet access when necessary.
• Provide monthly engagement reports detailing reservations and messaging.
• Monitor reviews and shift notes to review member experiences.
• Maintain daily notes in the MemberResource Center and weekend shift reports.
• Maintain intel on member experiences and recover if needed.
• Attend home football games as main member liaison at Morgan Athletic Club.
• Keep detailed records of member preferences and ensure proper communication.
• Track amenities and personalized notes with Peoplevine, Opera and OpenTable.
• Evolve the engagement program to create WOW moments and personal touches.
• Plan pre-arrival prep by collecting preferences and stay purpose to tailor experiences.
• Create customized itineraries including reservations and spa appointments.
• Research member preferences to personalize their stay.
• Note billing, contact info, discounts and special requests in reservation notes.
• Communicate engagement details with all departments.
• Coordinate placement of amenities and personalized notes.
• Assist with membership administrative duties and event coordination.
• Ensure special celebrations are personalized and cards are sent.
• Manage member lost and found and follow up on items.
• Assist Director of Membership with other tasks as directed.

Skills

VIP hospitality experience

Excellent communication

Organizational skills

MS Office proficiency

Flexible schedule

Verbal and written communications

Tools

Opera

Book4Time

OpenTable

Job description

The Global Ambassador in Phoenix is seeking a responsive Membership Concierge to serve as the evening contact for VIP guests and coordinate seamless experiences across spa, dining, and hotel services.

You will lead membership programs, manage reservations for members, and collaborate with multiple departments to deliver personalized stays and exclusive access during major events and local happenings.