Wellness Guest Experience Manager

About the role

The Wellness Guest Experience Manager curates a luxury membership experience for our valued members. This position will anticipate member needs, plan events, solicit valuable feedback, and take a proactive approach to elevating the member experience. This role will manage monthly membership dues, analyze attrition, and drive new membership sales. There may be some travel associated with role.

What you will do

• Operational Management
  • Answer phones and emails quickly and efficiently, responding to all communication within 24-hours.
  • Assist with membership check in as needed.
  • Maintain constant open communication with Director of Wellness regarding guest related and employee related issues.
  • Develop working relationships with the Engineering, Laundry, F&B, and Spa as a support system to the Club.
  • Complete thorough and timely follow-through with attention to detail.
  • Greet guests upon arrival when possible and provide information regarding Club services including memberships.
  • Maintain a meticulously clean and tidy fitness facility with high level of attention to detail.
  • Ensure daily cleanliness of the fitness center, locker areas, indoor pool; communicate with Fitness Attendants and lend a helping hand as needed.
  • Report equipment malfunctions promptly and accurately and handle lost and found items.
  • Ensure safety procedures are followed and notify Security of any incident or injury.
  • Book guest reservations in a proficient and timely manner as needed.
  • Ensure all Fitness appointments conducted are checked in or communicate with provider.
  • Provide proper and safe operation and care of all health club equipment including fitness equipment, free weights, bicycles, sauna, Jacuzzi, and handicap lift.
  • Other duties as assigned.
• Membership and Guest Experience
  • Ensure exceptional member experiences by upholding the spa and fitness luxury service standards and respond promptly to feedback.
  • Greet guests by phone, e-mail or upon arrival when possible and provide information regarding club services including memberships.
  • Conduct in-depth tours of the fitness facility and the Hotel to promote membership.
  • Handle administration and sales of memberships for corporate partners and accounts.
  • Manage membership billing, resolve billing issues, track member status and other pertinent details.
  • Address and resolve member concerns on an ongoing basis in conjunction with Management Team.
  • Enforce procedures and regulations with guests.
  • Maintain an accurate member list and data summary, ensuring Hotel management has access to pertinent information.
  • Provide continued recognition for new and existing members and update Spa and Hotel departments with membership status and new information.
  • Be knowledgeable on all subject matter regarding Club packages and services including features, benefits, pricing, procedures and protocols to ensure exceptional guest experience.
  • Actively sell services, packages, events, upgrades and memberships to prospects and clients.
  • Inform guests on all aspects regarding services, hours of operation, rules and regulations, and classes to ensure an exceptional guest experience.
  • Interface with all team members of club to ensure a seamless member experience from guest dining to booking perks.
  • Plan and execute quarterly member events that enrich the member experience while building strong member relationships.
  • Display, have knowledge of and participate in all the club's services, programs, and products.
  • Build rapport and lasting relationships with prospective and current members.
  • Maintain consistent Membership communication with newsletters and emails about events.
  • Maintain HIPAA certification and PCI compliance.
• Financial, Strategic Support & Sales
  • Manage membership billing, resolve billing issues, track member status and other pertinent details.
  • Manage monthly attrition to maintain and grow membership to budgeted and forecasted goals.
  • Achieve or exceed individual sales goals, renewals and ancillary service goals by pre-planning the month with strategic outreach, in-club lead generation and securing member referrals.
  • Sell club memberships.
  • Prospect new business and clients.
  • Host events and workshops for in-club lead generation.
  • Conduct pre-planning activities each month including strategic outreach for securing member referrals.
• Compliance & Standards
  • Ensure adherence to Four Seasons' Category One and Two Work Rules and Standards of Conduct.
  • Participate in internal standards testing and support various departments to maintain operational excellence.
  • Promote safety awareness and maintain a hazard-free environment for both staff and guests.

What you bring

• College degree in Hotel & Hospitality Management or Business Administration preferred.
• Minimum of three years' experience in luxury Spa or Club operations.
• Previous experience with Membership preferred.
• Must be flexible with schedule - able to work weekdays, weekends, and holidays.
• Reading, writing and oral proficiency in the English language.
• Must be able to exhibit high emotional intelligence when working with members, guests and employees.
• The ability to multi-task while under pressure.

Pay

Salary Range: $85,000 - $88,000

Schedule

Full time position

Benefits

• Health Insurance - Medical, Dental & Vision
• Company Match 401K Plan
• Complimentary stays at Four Seasons Worldwide
• Complimentary meals in our Wellness Café
• Laundered Employee Uniform
• Employee Assistance Program
• Investment in your Wellbeing
• Life Insurance
• Complimentary on-site parking
• Training programs, tuition reimbursement
• Growth & Development opportunities