Membership Experience Manager

Global Ambassador Hotel; Phoenix, Northern (AZ, KY); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

Paid time off

Job summary

The Global Ambassador Hotel in Phoenix seeks an experienced Membership Concierge to manage VIP guest relations, events, and member communications on property. The role focuses on delivering personalized experiences, coordinating with dining, spa, and security teams, and building lasting relationships with members while upholding brand standards and security protocols.

Candidates should have strong hospitality background, exceptional communication, and the ability to adapt to a fast-paced

Qualifications

• 3+ years of experience in a luxury hotel servicing VIP clientele.
• Excellent communication and client service skills.
• Strong organizational and multitasking abilities.
• Proficiency with MS Office.
• Knowledge of Opera, Book4Time and OpenTable is a plus.
• Ability to work flexible schedule including nights, weekends and holidays.

Responsibilities

• Serve as a member primary 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 the member's text line and respond to members in a timely manner.
• Make spa, fitness, dining and hotel reservations for members.
• Work alongside dining team to ensure a seamless on-property experience and 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 on time.
• 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 for special access and dining reservations for members.
• 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 in the MemberResource Center and provide weekend member shift reports.
• Attend all home football games serving as main member liaison at Morgan Athletic Club and send game-day communication.
• Maintain and manage member complimentary cabana and hotel tracking.
• Continually evolve the engagement program to create WOW moments and unexpected special touches.
• Plan, coordinate and create a customized itinerary including stay info, restaurant reservations, and spa appointments.

Skills

Communication

Client service

Organization

MS Office

Opera

OpenTable

Book4Time

Flexible schedule

VIP hospitality

Tools

OpenTable

Book4Time

Opera

Job description

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 among Esquire’s Best New Hotels in the World and Condé 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.

We use eVerify to confirm U.S. Employment eligibility.

We run background checks on all new hires in this position.