Membership Experience and Engagement Assistant Manager
Job Overview
Employment Type
Full-time
Compensation
Salary
Range $73,400.51 - $78,400.51
Work Schedule
Flexible
Day Shifts
Weekend Shifts
Benefits
Health Insurance
Dental Insurance
Vision Insurance
Company Match 401K Plan
Complimentary stays at Four Seasons worldwide
Complimentary Meals
Laundered Employee Uniform
Employee assistance program
Investment in your Wellbeing
Life insurance
Complimentary on-site parking
training programs
Tuition Reimbursement
growth opportunities
Job Description
Four Seasons is a globally recognized luxury hospitality company powered by its dedicated people. The company is known for its commitment to delivering exceptional guest experiences by creating a world-class employee experience and a positive company culture. Four Seasons operates iconic hotels and resorts around the world, providing guests with unforgettable moments through genuine heart and luxury service. The Southern California location, positioned at the foothills of the Santa Monica Mountains between Malibu's beaches and Santa Barbara's vineyards, offers a unique blend of relaxed yet refined California lifestyle. This hotel features a family-friendly atmosphere and is home to the Center for Health & Wellbeing, a luxury wellness destination that redefines reinvigoration.
The Membership Experience and Engagement Manager at this Four Seasons Southern California location plays a vital role in curating a luxury membership experience for valued members. This position entails anticipating member needs, planning and hosting events, soliciting feedback, and proactively enhancing the member experience. The role involves managing monthly membership dues, analyzing attrition rates, and driving new membership sales to meet and exceed goals. The manager ensures operational excellence by maintaining constant communication with other departments such as Engineering, Laundry, Food & Beverage, and Spa to support the club's functions. They are responsible for greeting guests, maintaining a clean and safe fitness facility, booking guest reservations, and handling guest inquiries with promptness and professionalism.
In addition to operational tasks, this position is responsible for the full membership lifecycle, including administration, billing, problem resolution, and member engagement. The manager conducts facility tours to promote memberships and manages corporate partnership accounts. They address member concerns collaboratively with management and uphold the club's service standards. Sales are a critical component of the role, with responsibilities including securing new memberships, renewing existing memberships, merchandising club packages and services, and organizing in-club lead generation events.
Compliance with company work rules, safety protocols, and operational standards is essential to maintaining a hazard-free environment for staff and guests. The manager also contributes to the overall hotel operations by offering assistance as needed. This full-time position requires flexibility in scheduling, including availability on weekdays, weekends, holidays, early mornings, and evenings, potentially exceeding 40 hours per week based on business demands. The role may also involve some travel. With a competitive salary range of $73,400.51 to $78,400.51, Four Seasons offers attractive benefits such as health insurance, 401K company matching, complimentary accommodations, meals, employee assistance programs, life insurance, and growth opportunities, making it an excellent opportunity for professionals seeking to advance their careers in luxury hospitality management.
The Membership Experience and Engagement Manager at this Four Seasons Southern California location plays a vital role in curating a luxury membership experience for valued members. This position entails anticipating member needs, planning and hosting events, soliciting feedback, and proactively enhancing the member experience. The role involves managing monthly membership dues, analyzing attrition rates, and driving new membership sales to meet and exceed goals. The manager ensures operational excellence by maintaining constant communication with other departments such as Engineering, Laundry, Food & Beverage, and Spa to support the club's functions. They are responsible for greeting guests, maintaining a clean and safe fitness facility, booking guest reservations, and handling guest inquiries with promptness and professionalism.
In addition to operational tasks, this position is responsible for the full membership lifecycle, including administration, billing, problem resolution, and member engagement. The manager conducts facility tours to promote memberships and manages corporate partnership accounts. They address member concerns collaboratively with management and uphold the club's service standards. Sales are a critical component of the role, with responsibilities including securing new memberships, renewing existing memberships, merchandising club packages and services, and organizing in-club lead generation events.
Compliance with company work rules, safety protocols, and operational standards is essential to maintaining a hazard-free environment for staff and guests. The manager also contributes to the overall hotel operations by offering assistance as needed. This full-time position requires flexibility in scheduling, including availability on weekdays, weekends, holidays, early mornings, and evenings, potentially exceeding 40 hours per week based on business demands. The role may also involve some travel. With a competitive salary range of $73,400.51 to $78,400.51, Four Seasons offers attractive benefits such as health insurance, 401K company matching, complimentary accommodations, meals, employee assistance programs, life insurance, and growth opportunities, making it an excellent opportunity for professionals seeking to advance their careers in luxury hospitality management.
Job Requirements
- College degree in hotel and 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
- Ability to multi-task while under pressure
Job Qualifications
- College degree in Hotel and Hospitality Management or Business Administration preferred
- Minimum of three years experience in luxury Spa or Club operations
- Previous experience with Membership preferred
- Must exhibit high emotional intelligence working with members guests and employees
- Ability to multi-task under pressure
- Reading writing and oral proficiency in English
- Flexible with schedule able to work weekdays weekends and holidays
Job Duties
- 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 and employee issues
- Develop working relationships with Engineering Laundry Food & Beverage and Spa as support system
- Complete thorough and timely follow-through with attention to detail
- Greet guests upon arrival providing information about Club services and memberships
- Maintain a meticulously clean and tidy fitness facility ensuring daily cleanliness of fitness center locker areas and indoor pool
- Report equipment malfunctions and handle lost and found items
- Ensure safety procedures are followed and notify Security of incidents or injuries
- Book guest reservations proficiently and promptly
- Provide proper and safe operation and care of all health club equipment
- Ensure exceptional member experiences upholding spa and fitness luxury service standards
- Conduct in-depth tours of the fitness facility and hotel to promote membership
- Manage the administration and sales of memberships for corporate partners and accounts
- Address and resolve member concerns in conjunction with Management Team
- Enforce procedures and regulations with guests
- Maintain accurate member list and data summary
- Actively sell services packages events upgrades and memberships
- Plan and execute quarterly member events
- Display knowledge of all Club services programs and products
- Build rapport and lasting relationships with prospective and current members
- Maintain consistent Membership communication with newsletters and emails
- Manage monthly attrition to maintain and grow membership
- Achieve or exceed individual sales goals renewals and ancillary service goals
- Prospect new business and clients
- Host events and workshops for lead generation
- Ensure adherence to company work rules and standards of conduct
- Promote safety awareness and maintain hazard-free environment
- Assist throughout the hotel as needed when required
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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