Membership Relations Manager

AccorHotel•Miami Beach, FL

About The Position

The Membership Relations Manager serves as a member-facing representative of the Delano Members Club, delivering warm, intuitive, anticipatory service aligned with the club’s refined and exclusive identity. Under the general guidance of the Director and Assistant Director of Membership, the role supports day-to-day member engagement, onboarding, communications, member benefit fulfillment, and liaison work across the property. The manager helps create a personal and seamless member experience through attentive service and thoughtful details. The role also supports member events, maintains member information and engagement records in the CRM, and coordinates reciprocal club arrangements. A polished appearance, discretion, professionalism, and adherence to club etiquette, community standards, and brand guidelines are expected. Hospitality work may require lateral support and performance of related tasks as needed to provide exceptional 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 and welcoming presence, emotional intelligence, and situational awareness.
Strong organization and attention to detail, with the ability to manage multiple priorities.
Ability to work 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.
Comfort using CRM systems and email platforms.
Proactive, collaborative mindset and passion for hospitality and member engagement.
Ability to address member concerns promptly and 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.
Neat, clean, and well-groomed appearance; department uniform guidelines and required clothing are provided by the 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 high-net-worth clientele expectations, etiquette, and service standards.

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.
Enter and maintain member preferences, interaction notes, and event details in the CRM.
Track member event participation and engagement trends.
Manage reciprocal club arrangements, including inbound partner visits and outbound member requests.
Maintain a polished presentation and embody the Delano service philosophy in 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.
Address member concerns promptly to maintain satisfaction.
Maintain compliance with industry standards and brand guidelines.