Job Overview
Employment Type
Full-time
Work Schedule
Standard Hours
Day Shifts
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Professional development opportunities
wellness programs
Job Description
Delano is a distinguished name in luxury hospitality, renowned for its sophisticated elegance and unparalleled experiences. Honoring a celebrated legacy while shaping a bold new global chapter, Delano has established itself as a premier destination for discerning travelers and members who seek a refined and exclusive lifestyle. With locations that nurture a spirit of community, Delano welcomes the world’s most curious, creative, and well-traveled individuals. This prestigious private club and hospitality brand focuses on delivering exceptional service that blends luxury with cultural relevance, offering a seamless and personal experience in every interaction.
The Membership Relations Manager at Delano Members Club serves as the heartbeat of the club's exclusive experience. This role is deeply member-facing and operates under the general guidance of the Director and Assistant Director of Membership. It is designed for a hospitality professional who embodies the spirit of refinement, exclusivity, and exceptional service. The Membership Relations Manager is responsible for delivering warm, intuitive, and anticipatory service that aligns with Delano’s elevated standards and luxurious lifestyle.
In this critical position, you will foster genuine relationships with members by learning their preferences and visit patterns to enhance their overall experience. You will support day-to-day member engagement by coordinating their needs and special requests with internal departments, ensuring a seamless and memorable visit. This role also involves assisting with onboarding new members through personalized orientations and tours and preparing thoughtful welcome amenities and curated touches to make new members feel valued from the start.
You will act as a trusted liaison who keeps members informed about programming, events, and on-property opportunities, facilitating active participation. Additionally, you will support special member events by managing setup, guest flow, check-in assistance, onsite hosting, and post-event feedback collection. Accurate maintenance of member profiles, preferences, and event participation details in the CRM system is essential to fostering a highly personalized experience.
The Membership Relations Manager also plays a role in facilitating reciprocal club arrangements, managing both inbound partner club visits and outbound requests from Delano members. To embody the Delano aesthetic and service philosophy, the manager is expected to maintain a polished appearance, exemplary conduct, and professional communication. Discretion and confidentiality are paramount, as the role requires monitoring member areas discreetly to ensure that etiquette, community standards, and club rules are upheld.
This position demands a proactive and collaborative mindset, a passion for hospitality, and an unwavering commitment to excellence. The environment is fast-paced and evolving, requiring the ability to manage multiple priorities and adapt quickly to changing member needs. The role also emphasizes exceptional interpersonal skills and emotional intelligence to anticipate member needs and address concerns promptly. By joining Delano as a Membership Relations Manager, you become an integral part of a team dedicated to creating unforgettable experiences for a high-net-worth and discerning clientele in an exclusive club setting.
The Membership Relations Manager at Delano Members Club serves as the heartbeat of the club's exclusive experience. This role is deeply member-facing and operates under the general guidance of the Director and Assistant Director of Membership. It is designed for a hospitality professional who embodies the spirit of refinement, exclusivity, and exceptional service. The Membership Relations Manager is responsible for delivering warm, intuitive, and anticipatory service that aligns with Delano’s elevated standards and luxurious lifestyle.
In this critical position, you will foster genuine relationships with members by learning their preferences and visit patterns to enhance their overall experience. You will support day-to-day member engagement by coordinating their needs and special requests with internal departments, ensuring a seamless and memorable visit. This role also involves assisting with onboarding new members through personalized orientations and tours and preparing thoughtful welcome amenities and curated touches to make new members feel valued from the start.
You will act as a trusted liaison who keeps members informed about programming, events, and on-property opportunities, facilitating active participation. Additionally, you will support special member events by managing setup, guest flow, check-in assistance, onsite hosting, and post-event feedback collection. Accurate maintenance of member profiles, preferences, and event participation details in the CRM system is essential to fostering a highly personalized experience.
The Membership Relations Manager also plays a role in facilitating reciprocal club arrangements, managing both inbound partner club visits and outbound requests from Delano members. To embody the Delano aesthetic and service philosophy, the manager is expected to maintain a polished appearance, exemplary conduct, and professional communication. Discretion and confidentiality are paramount, as the role requires monitoring member areas discreetly to ensure that etiquette, community standards, and club rules are upheld.
This position demands a proactive and collaborative mindset, a passion for hospitality, and an unwavering commitment to excellence. The environment is fast-paced and evolving, requiring the ability to manage multiple priorities and adapt quickly to changing member needs. The role also emphasizes exceptional interpersonal skills and emotional intelligence to anticipate member needs and address concerns promptly. By joining Delano as a Membership Relations Manager, you become an integral part of a team dedicated to creating unforgettable experiences for a high-net-worth and discerning clientele in an exclusive club setting.
Job Requirements
- Prior experience in hospitality, luxury retail, private clubs, guest relations, concierge services, or a comparable member-facing environment
- Exceptional interpersonal and communication skills
- Highly organized with excellent attention to detail
- Ability to maintain discretion, confidentiality, and professionalism
- Comfortable working in a fast-paced environment
- Strong problem-solving skills
- Tech-savvy and familiar with CRM systems
- Ability to stand or walk for extended periods
- Ability to lift and carry objects
- Neat, clean and well-groomed appearance
Job Qualifications
- Prior experience in hospitality, luxury retail, private clubs, guest relations, concierge services, or a comparable member-facing environment
- Exceptional interpersonal and communication skills, with a natural ability to build rapport quickly
- Warm, welcoming presence combined with strong emotional intelligence and situational awareness
- Highly organized with excellent attention to detail and the ability to manage multiple priorities simultaneously
- Comfortable working in a fast-paced, evolving environment with shifting member needs
- Ability to maintain discretion, confidentiality, and professionalism in all interactions
- Strong problem-solving skills with the ability to anticipate needs and act proactively
- Tech-savvy and comfortable using CRM systems, email platforms
- Experience in luxury hospitality, lifestyle brands, or private membership clubs
- Fluency in additional languages preferred
- Knowledge of the Miami hospitality, culture, and wellness landscape preferred
- Familiarity with high-net-worth clientele expectations, etiquette, and service standards preferred
- A proactive, collaborative mindset with a passion for hospitality and member engagement
- Ability to address member concerns promptly to maintain satisfaction
- Ability to maintain compliance with industry standards and brand guidelines
- Ability to stand or walk for extended periods
- Ability to lift and carry objects as necessary
- All team members must maintain a neat, clean and well-groomed appearance
- Specific department uniform guidelines and/or required articles of clothing will be explained to you by your supervisor
Job Duties
- Serve as a key in-person touchpoint for members, offering warm recognition, intuitive assistance, and high-touch support across all communication channels
- Build genuine relationships by learning member preferences and visit patterns to enhance their overall experience
- Coordinate member needs and special requests with internal departments to ensure seamless service throughout the property
- Conduct personalized orientations and tours for newly approved members
- Prepare and deliver welcome amenities and curated touches for new members
- Share relevant updates on programming, events, and on-property opportunities during member interactions
- Support member events through setup, guest flow, check-in assistance, onsite hosting, and post-event feedback collection
- Enter and maintain member preferences, interaction notes, and event details in the CRM to support personalization
- Track member event participation and engagement trends to support informed decision making
- Facilitate reciprocal club arrangements, managing both inbound partner club visits and outbound requests from Delano members
- Embody the Delano aesthetic and service philosophy through polished presentation, conduct, and communication
- Monitor member areas discreetly to ensure etiquette, community standards, and club rules are upheld
- Provide lateral support across the membership team as needed in the spirit of exceptional hospitality
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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