Club Member Experience Manager

CoralTree Hospitality • Fort Lauderdale, FL

19d

About The Position

South Florida’s beacon of hospitality, Pier Sixty-Six Resort returned to Fort Lauderdale. From the famed superyacht marina to the iconic spires of the rotating Pier-Top lounge, a new world of elevated experiences is set to unfold around it. The lush 32-acre waterfront enclave is home to the extraordinary luxury resort hosting 325 guest rooms, suites and villas, plus an exclusive collection of 91 Private Resort Residences, 12 restaurants and lounges, a luxurious spa, curated pool options and a waterfront promenade with retail and dining. Every space is impeccably designed to both inspire and relax. All met with exceptional service and refined touches that result in truly extraordinary experiences. The Resort assembles over 600 diverse and talented Team Members to bring Pier Sixty-Six to life and create a new legacy by providing memorable experiences and stellar service to our guests and residents. We aspire to create a caring culture for our team, with state-of-the-art facilities, a first-class employee dining room and most importantly a focus on you as an individual, including your welfare and wellbeing. Pier Sixty-Six invites dedicated, energetic and polished hospitality enthusiasts eager for growth and stardom to join our team, and enjoy highly competitive wages, comprehensive benefits and a culture that honors and respects you. We’re currently seeking a well-rounded and seasoned Club Member Experience Manager – Club Operations to support our Club opening team. The Member Experience Manager – Club Operations will report to the Director of Club Operations. This role is an integral part of the Club team and will ensure a seamless member experience by involving all departments within the Club and hotel. This role requires an experienced individual to implement strategies to elevate the guest experience in accordance with Pier Sixty-Six standards, AAA and Forbes Travel Guide Standards.

Requirements

• 5 years of experience in a related position within luxury hospitality brands and/or private clubs
• Must be highly organized, efficient, and detail-oriented.
• Strong written and verbal communication skills.
• Must have excellent interpersonal/relationship-building skills.
• Ability to cope effectively with change, comfortably handle risk and uncertainty, and shift gears at a moment’s notice while remaining composed under pressure.
• Do not show frustration when dealing with upset guests or team members.
• Flexibility to meet the demands of a 24-hour operation.
• Due to the nature of the hospitality industry, team members may be required to work varying schedules, including holidays and weekends, to accommodate the business and property's demands.

Responsibilities

• Coordinates correspondence with members, accommodates special requests whenever possible and assists in all inquiries related to Club services, hours of operation, key personnel, in-house events, directions, etc.
• Responds to members' requests in an accurate and timely manner.
• Develop and maintain relationships with members, recognizing their preferences and ensuring extra attention and special treatment for members, their families and guests.
• Conduct proper arrival meet-and-greets and maintain communication.
• Coordinate special amenities based on guest preferences.
• Takes personal responsibility for correcting service problems from all areas of the Club, resort, and creating memorable member experiences with the highest level of hospitality and professionalism.
• Responds to members' needs and anticipates their unstated ones.
• Execute a wide range of events, including member social gatherings, private parties, corporate functions, and special celebrations.
• Support all aspects of event logistics, including venue selection, catering, décor, entertainment, audiovisual requirements, and staffing.
• Ensure seamless execution of events, overseeing setup, operations, and post-event activities to deliver exceptional member experiences.
• Act as a point of contact for members throughout the event planning process, providing personalized service, addressing inquiries, and managing expectations.
• Proactively follow up with members post-event to solicit feedback, gather testimonials, and nurture ongoing relationships to drive repeat business and referrals.
• Updates member history remarks for any complaint or comments to ensure delighted service presentation upon next arrival.
• Analyze, evaluate, and respond to all member feedback.
• Monitors and updates member database.
• Ensures member preferences are collected and acted on to delight our guests.
• Ensures member recognition program is maintained.
• Supervises and guides the Concierge to ensure that Club policies and procedures are adhered to.
• Meet, greet and escort Club members to their destination around the property.

Benefits

• Group medical, dental, vision, life, and disability benefits
• Participation in a pre-tax flexible benefit plan for healthcare and dependent care reimbursement
• An employee assistance program
• Paid time off/sick time
• Participation in a 401(k) plan with a company match
• Complimentary team member meals
• Complimentary room nights at CoralTree Hospitality managed properties

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed