VIP Membership Experience Manager

The Global Ambassador Hotel; Phoenix (AZ); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits for 25+ hours

PTO eligibility for 32+ hours

Job summary

The Global Ambassador is seeking a dedicated Membership liaison to serve VIP guests during evening hours, mentor coordinators, and coordinate seamless experiences across dining, spa, fitness, and hotel services.

You will manage member communications, preserve preferences, and arrange exclusive access and reservations, ensuring personalized stays for our distinguished guests at a luxury property in the Phoenix area.

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.
• 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 and provide table touches during member dining experiences.
• Secure last-minute lobby bar tables and reservations for members.
• Attend restaurant pre-shifts and ensure all member tables are ready in a timely manner.
• Maintain notes of member preferences and accommodate as best as possible.
• Build strong relationships across all departments.
• Build relationships with area restaurants for special access and reservations for members.
• Uphold standard operating procedures and security protocols 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 notes in the MemberResource Center and provide weekend member shift reports.
• Maintain intel on members’ experiences to limit recovery issues.
• Attend home football games serving as main member liaison at Morgan Athletic Club.
• Keep detailed records of member preferences and ensure communication with membership team and systems.
• Maintain and manage member complimentary cabana and hotel tracking.
• Evolve the engagement program to create WOW moments and special touches.
• Plan and coordinate customized itineraries including restaurant reservations and spa appointments.
• Note billing, contact information, discounts, and special requests in reservation notes.
• Communicate member engagement details across departments.

Skills

VIP service

Client service

Organization

Tech-savvy

Written communication

Tools

Opera

Book4Time

OpenTable

Job description

The Global Ambassador is seeking a dedicated Membership liaison to serve VIP guests during evening hours, mentor coordinators, and coordinate seamless experiences across dining, spa, fitness, and hotel services.

You will manage member communications, preserve preferences, and arrange exclusive access and reservations, ensuring personalized stays for our distinguished guests at a luxury property in the Phoenix area.