Membership Engagement Manager

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-class dining and elevated wellness in one impeccably curated destination.

Compensation & Benefits

• Competitive compensation
• Comprehensive benefits available for team members working 25+ hours per week, including medical, dental, and vision
• Paid time off eligibility for those working 32+ hours per week

Responsibilities

• Serve as a primary point of contact for members during 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
• 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 the 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 seated 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 a monthly engagement report to the 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, executed at a high level
• Attend all home football games serving as the main member liaison at Morgan Athletic Club and send game-day communication
• Keep detailed records of member preferences, noting any interaction that may be important, ensuring proper communication with the membership team and tracking 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 the member’s stay to curate a one-of-a-kind experience
• Plan, coordinate, and create a customized itinerary to include 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
• Ensure all on-property member celebrations (e.g., 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 membership administrative duties and event coordination as needed
• Assist with other tasks as directed by the 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
• Proficiency with MS Office
• Knowledge of Opera, Book4Time, and OpenTable is a plus
• Ability to work a 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