Membership Engagement Manager

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

Why The Global Ambassador

• Competitive compensation
• Comprehensive benefits available for team members working 25+ hours per week, including medical, dental, vision, and more
• Paid time off eligibility for those working 32+ hours per week
• A dynamic, fast-paced environment where passion for hospitality, teamwork, and excellence thrives

Who We Are

Hospitalityrefinedfor a global mindset.

The Global Ambassador is an internationally inspired hotel from hospitality innovator Sam Fox and the newest addition to Author & Edit, his growing collection of hospitality experiences. Created through a global lens yet deeply connected to its surroundings at the intersection of Phoenix, Scottsdale and Paradise Valley, the 141-room hotel brings together inspired design, world-classdiningand elevated wellness in one impeccably curated destination.

Recognized with a MICHELIN Key in both 2024 and 2025 and named amongEsquire’s Best New Hotels in the WorldandCondé Nast Traveler’s Hot List, The Global Ambassador offers six original dining experiences, an exclusive members club and a bespoke fitness and wellness center, including a luxurious spa. Join us in the journey of creating moments worth remembering and sharing.

WhatYou’llDo

• Serve asamemberprimary point of contact in evening hours.
• Serve as on-call weekend/evening manager to coordinators as needed.
• Be highly visible on property during major events and premier local events.
• Serve as a mentor and leader to membership coordinators.
• Manage themember’stext line and respond to membersin a timely manner.
• Make spa, fitness,diningand hotel reservations for members.
• Work alongside dining team to ensure a seamless on-property experience as well as provide table touches during all member dining experiences.
• Secure last-minute lobby bar tables and reservations for members.
• Attend restaurant pre-shifts and ensure all member tables are ready and satin a timely manner.
• Maintain notes of member table preferences and accommodate as best as possible.
• Build strong, trusted relationships across all departments.
• Build relationships with restaurants in the area to offerspecial accessand dining reservations for members as well as access to exclusive events while ensuring a seamless experience.
• Work withthe Directorof Security to uphold standard operating procedures and securityprotocolsfor members and arrange discreet access when necessary.
• Provide monthly engagement report to Director of Membership detailing monthly member reservations and text message engagement.
• Monitor reviews and shift notes to review member experiences.
• Maintain daily detailed notes inthe MemberResource Center and provide weekend member shift reports.
• Maintain continuous intel on members’ experiences to ensure recovery situations are limited and if required that theyareexecuted atahigh level.
• Attend all home football games serving as main member liaison at Morgan Athletic Club and send game-day communication.
• Keep detailed records of member preferences, taking note of any interaction that may be important, ensuringproperly communicatedwith membership team and tracked inPeoplevine, Opera and OpenTable.
• Maintain andmanage membercomplimentary cabana and hotel tracking.
• Continually evolve the engagement program to create WOW moments and unexpected special touches throughout the member experience.
• Perform pre-arrival preparation by collecting member preferences, arrival time andidentifyingthe purpose ofmember’sstay to curate a one-of-a-kind experience.
• Plan,coordinateand create a customized itinerary to include member’s stay information, restaurant reservations, and spa appointments.
• Conduct personal research to better understand member preferences to assist in personalizing their stay.
• Note allappropriate billing, contact information, discounts, and special requests in room reservation notes.
• Communicate member engagement details on property, acting asa liaisonamong all departments.
• Coordinate the placement of amenities, and personalized notes while tracking appropriately.
• Assistwithmembershipadministrative duties and event coordination as needed.
• Ensure all on-property member celebrations (ie: anniversaries and birthdays) are celebrated in a personalized and unique way as well as send all celebration cards.
• Manage member lost and found to ensure follow-up is ongoing inlocatinglost items.
• Assistwith other tasks as directed by Director of Membership

Qualifications

• 3+ years of experience in a luxury hotel servicing VIP clientele
• Excellent communication and client service skills
• Strong organizational and multitasking abilities
• Proficiencywith MS Office
• Knowledge of Opera, Book4Time and OpenTable is a plus
• Ability toworkflexible schedule based on member needs including nights,weekendsand holidays.
• Refined verbal and written communication skills
• Highly proficient in computer knowledge with an ability to quickly learnnew technologies

The Global Ambassador is an Equal Opportunity & E- Verify Employer. Proof of eligibility to work in the United States isrequired.

Pay Range

$75,000—$85,000 USD