Membership Coordinator

Biltmore Hotel Limited•Coral Gables, FL

About The Position

The Membership Coordinator supports the daily administrative operations of The Club at The Biltmore, primarily serving fitness memberships and the broader Club experience, including member events and benefits throughout the property. The role provides responsive service to current and prospective members and maintains accurate membership information. Working under the direction of the Membership Manager, the coordinator assists with membership inquiries, sales follow-up, renewals, member communications, event coordination, recordkeeping, and billing support while delivering service consistent with The Biltmore Hotel standards. The position also coordinates with Golf, Food and Beverage, Finance, and other hotel departments to support membership administration, events, promotions, and member access records. The coordinator is expected to be organized, proactive, detail-focused, service-oriented, and comfortable working in a fast-paced, changing hospitality environment. Work is primarily indoors and involves office equipment and extended periods of computer use. Schedules may vary according to hotel business needs and may include overtime, weekends, and holidays.

Requirements

High school diploma required.
At least one year of administrative or customer service experience is preferred.
Ability to speak, read, write, and understand English.
Ability to perform accurate mathematical calculations and provide legible communications and directions.
Attention to detail, speed, and accuracy; ability to prioritize and organize work.
Ability to think clearly, remain calm, and resolve problems using sound judgment.
Ability to follow directions thoroughly and understand guest service needs.
Ability to work cohesively with coworkers and as part of a team, as well as with minimal supervision.
Ability to maintain confidentiality of guest information and pertinent resort data.
Basic computer keyboard and typing skills and moderate to advanced computer skills.
Ability to work in a dynamic, constantly changing environment and multitask.
Excellent customer service skills and understanding of marketing and sales.
Ability to use Word, Excel, In-Design, and/or Photoshop proficiently.
Ability to move, lift, carry, push, pull, and place objects weighing up to 20 pounds.
Ability to stand, sit, or walk for extended periods or an entire work shift.
Ability to reach overhead and below the knees, including bending, twisting, pulling, and stooping.
Ability to use, carry, and operate necessary office equipment using finger dexterity.
Ability to communicate with employees, managers, and guests through verbal communication, hearing ability, and visual acuity.
Ability to look at a computer for extended periods.
Ability to adapt to moderate indoor temperatures controlled by hotel environmental systems.
Ability to work varying schedules to reflect hotel business needs, which may include overtime, weekends, and holidays.
Ability to maintain awareness of and observe fire, health, and safety regulations.

Nice To Haves

Some college education preferred.
Hospitality, membership services, or sales support experience preferred.
Spanish preferred.

Responsibilities

Assist the Membership Manager with prospect outreach, membership inquiries, appointment scheduling, and follow-up communications.
Track membership inquiries, referrals, and follow-up activity to support sales initiatives.
Provide information about Premier memberships and refer prospective members to the Membership Manager for sales discussions and enrollment.
Assist with membership renewals by preparing notices, contacting members as directed, and updating renewal records.
Build positive relationships with members and assist with retention and engagement activities.
Respond to membership inquiries by telephone, email, website, and other communication channels, escalating issues as appropriate.
Schedule and assist with property tours for prospective members and explain Club benefits and offerings within established guidelines.
Support daily Club administrative operations, complete assigned tasks, communicate priorities, and provide status updates to the Membership Manager.
Maintain accurate membership records, contracts, and account information in Agilysys and other applicable systems.
Prepare and process membership applications, account activations, membership cards, and related documentation.
Assist with billing inquiries, payment records, collection follow-up, and coordination with the billing function as directed.
Manage incoming inquiries, appointment calendars, correspondence, and routine departmental administrative needs.
Compile membership activity data and assist with monthly sales reports, biweekly commission reports, and other departmental documentation.
Prepare purchase order documentation and help track membership-related event revenue and payments.
Maintain organized membership files, records, and departmental databases.
Coordinate with Golf and other hotel departments, as directed, to maintain accurate membership eligibility and access records.
Serve as a welcoming first point of contact for routine member inquiries, requests, and assistance.
Document member concerns, refer complaints requiring resolution or management approval to the Membership Manager, and maintain the complaint log and follow-up tracking as directed.
Maintain courteous and professional relationships with members, prospective members, and hotel departments; provide personalized service consistent with luxury hospitality standards.
Assist with VIP membership requests and promptly escalate special arrangements to the Membership Manager.
Assist with Club membership events, including monthly gatherings, themed events, wine dinners, tasting receptions, and other functions.
Support event planning logistics with hotel departments, including menus, décor, supplies, reservations, and banquet event order details.
Process event reservations, registration, attendance lists, and payments according to established procedures.
Assist with event setup, check-in, hosting, and member engagement; research event resources and vendors and coordinate logistics as assigned.
Prepare and distribute membership newsletters, promotional communications, renewal notices, and quarterly mailings as directed.
Coordinate with Golf, Food and Beverage, Finance, and other departments to support Club membership administration.
Assist with membership promotions, outreach, external networking or promotional events when assigned, and other initiatives developed by the Membership Manager.
Maintain membership sales and activity trackers and provide updates to the Membership Manager.
Follow departmental policies, Biltmore Standard Operating Procedures, and established service expectations.
Perform additional administrative and member-service responsibilities assigned by the Membership Manager or other appropriate supervisor.
Maintain a neat, clean, and well-groomed appearance in accordance with Biltmore Hotel standards.