Membership Relations Manager

Delano • Miami Beach, FL

1d

About The Position

Under the general guidance of the Director and Assistant Director of Membership, the Membership Relations Manager serves as a member-facing representative of the Delano Members Club experience. The role focuses on delivering warm, intuitive, anticipatory service aligned with the club’s spirit of refinement, exclusivity, and cultural relevance.

The manager supports day-to-day member engagement, onboarding, ongoing communication, fulfillment of member benefits, and liaison work. Through thoughtful service and proactive support, the role helps create a personal and seamless member experience. The position also provides lateral support across the membership team and may involve performing related tasks to support exceptional guest service.

Requirements

• Prior experience in hospitality, luxury retail, private clubs, guest relations, concierge services, or a comparable member-facing environment.
• Exceptional interpersonal and communication skills, with the ability to build rapport quickly.
• Warm, welcoming presence, emotional intelligence, and situational awareness.
• Strong organization and attention to detail, with the ability to manage multiple priorities.
• Comfort working in a fast-paced, evolving environment with shifting member needs.
• Ability to maintain discretion, confidentiality, and professionalism.
• Strong problem-solving skills and the ability to anticipate needs and act proactively.
• Tech-savvy and comfortable using CRM systems and email platforms.
• Proactive, collaborative mindset and passion for hospitality and member engagement.
• Ability to address member concerns promptly and maintain member satisfaction.
• Ability to maintain compliance with industry standards and brand guidelines.
• Ability to stand or walk for extended periods and lift and carry objects as necessary.
• Maintain a neat, clean, and well-groomed appearance; follow department uniform guidelines and required clothing as explained by a supervisor.

Nice To Haves

• Experience in luxury hospitality, lifestyle brands, or private membership clubs.
• Fluency in additional languages.
• Knowledge of the Miami hospitality, culture, and wellness landscape.
• Familiarity with expectations, etiquette, and service standards for high-net-worth clientele.

Responsibilities

• Serve as an in-person touchpoint for members, providing recognition, assistance, and support across communication channels.
• Build relationships by learning member preferences and visit patterns.
• Coordinate member needs and special requests with internal departments.
• Conduct personalized orientations and tours for newly approved members.
• Prepare and deliver welcome amenities and curated touches for new members.
• Share updates about programming, events, and on-property opportunities.
• Support member events with setup, guest flow, check-in, onsite hosting, and post-event feedback collection.
• Record and maintain member preferences, interaction notes, and event details in the CRM.
• Track member event participation and engagement trends.
• Facilitate reciprocal club arrangements for inbound partner-club visits and outbound member requests.
• Represent the Delano aesthetic and service philosophy through presentation, conduct, and communication.
• Monitor member areas discreetly to uphold etiquette, community standards, and club rules.
• Provide lateral support across the membership team and perform related tasks as needed to support guest service.
• Address member concerns promptly to maintain satisfaction.
• Maintain compliance with industry standards and brand guidelines.

What This Job Offers

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