VIP Membership Engagement Manager

The Global Ambassador Hotel; Phoenix (AZ); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits for 25+ hours/w

Paid time off for 32+ hours/w

Job summary

The Global Ambassador Hotel in Phoenix seeks an experienced Membership Operations lead to serve as the evening main contact for members and on-call manager during weekends. You will supervise membership coordinators, manage member communications, and coordinate reservations across spa, dining, and hotel services to ensure a seamless, personalized guest experience.

Role requires 3+ years in luxury hotel VIP service, exceptional communication, and strong coordination skills.

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 based on member needs including nights, weekends and holidays
• Refined verbal and written communication skills
• Highly proficient in computer knowledge with an ability to quickly learn new technologies

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 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 sat in 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 offer special access and dining reservations for members as well as access to exclusive events while ensuring a seamless experience.
• Work with the Director of Security to uphold standard operating procedures and security protocols for 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 in the Member Resource Center and provide weekend member shift reports.
• Maintain continuous intel on members’ experiences to ensure recovery situations are limited and if required that they are executed at a high 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, ensuring properly communicated with membership team and tracked in Peoplevine, Opera and OpenTable.
• Maintain and manage member complimentary 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 and identifying the purpose of member’s stay to curate a one-of-a-kind experience.
• Plan, coordinate and 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 all appropriate billing, contact information, discounts, and special requests in room reservation notes.
• Communicate member engagement details on property, acting as a liaison among all departments.
• Coordinate the placement of amenities, and personalized notes while tracking appropriately.
• Assist with membership administrative 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 in locating lost items.
• Assist with other tasks as directed by Director of Membership

Tools

Opera

Book4Time

OpenTable

Job description

The Global Ambassador Hotel in Phoenix seeks an experienced Membership Operations lead to serve as the evening main contact for members and on-call manager during weekends. You will supervise membership coordinators, manage member communications, and coordinate reservations across spa, dining, and hotel services to ensure a seamless, personalized guest experience.

Role requires 3+ years in luxury hotel VIP service, exceptional communication, and strong coordination skills.