Member Experience Manager – Luxury Resort

Naples Beach Club, A Four Seasons Resort; Naples (FL); On-site; USD 80,000 - 120,000; Full time

Benefits offered by this job

Lucrative salary

Benefits package

Complimentary stays

Tuition reimbursement

Wellbeing programs

Employee meals

Job summary

Naples Beach Club, a Four Seasons Resort, is hiring a Membership Services Manager to be the primary ambassador for the Club, delivering exceptional member experiences from onboarding through long-term engagement. You will proactively address member needs, gather feedback, and collaborate with resort teams to deliver outstanding programs, events, and services.

You will lead tours, onboarding, and relationship-building, aiming to enhance satisfaction, retention, and cross-functional engagement

Qualifications

• Passion for hospitality and delivering exceptional member and guest experiences.
• Proven ability to build strong relationships and establish trust with members, guests, and colleagues.
• Outstanding communication and interpersonal skills, with a polished and professional presence.
• Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
• A customer-focused mindset with the ability to resolve concerns thoughtfully and professionally.
• High attention to detail and a proactive approach to improving member engagement, satisfaction, and retention.
• Experience working in a luxury hospitality, resort, private club, country club, or golf environment preferred.
• Confidence presenting membership offerings, conducting tours, and creating meaningful connections with prospective members.
• Strong collaboration skills with the ability to partner effectively across departments to enhance the overall member experience.
• Emotional intelligence, discretion, and sound judgment when handling sensitive member situations.

Responsibilities

• Create a welcoming and engaging experience for members throughout every stage of their membership journey.
• Conduct club and resort tours for prospective members and serve as a key contact during sales and onboarding.
• Build and maintain relationships with current and prospective members through regular communication and follow-up.
• Manage new member onboarding, including enrollment, orientation, membership documentation, and collection of initiation fees.
• Introduce members to club amenities, services, programs, and experiences to encourage engagement.
• Serve as a trusted advocate for members by proactively gathering feedback, addressing concerns, and resolving service issues.
• Collaborate with the Club General Manager to develop, distribute, and analyze member satisfaction surveys.
• Review member feedback and recommend enhancements to club operations, programming, and service delivery.
• Partner with leaders across the resort to ensure seamless, personalized member experiences and continuous service improvement.
• Facilitate regular cross-functional meetings with key operational departments to strengthen member satisfaction and engagement.
• Promote club, dining, golf, spa, pool, lodging, and other resort offerings while identifying cross-selling opportunities.
• Keep members connected and engaged through meaningful outreach, events, and ongoing relationship-building initiatives.

Skills

Passion for hospitality

Relationship building

Communication skills

Organization

Guest service mindset

Attention to detail

Luxury hospitality experience

Presentation & tours

Cross-functional collaboration

Emotional intelligence

Tools

CRM systems

MS Office

Job description

Naples Beach Club, a Four Seasons Resort, is hiring a Membership Services Manager to be the primary ambassador for the Club, delivering exceptional member experiences from onboarding through long-term engagement. You will proactively address member needs, gather feedback, and collaborate with resort teams to deliver outstanding programs, events, and services.

You will lead tours, onboarding, and relationship-building, aiming to enhance satisfaction, retention, and cross-functional engagement