A previous membership manager’s experience in a luxury 5* hotel, commercial, or boutique facility and experience in Wellness operations and ability to speak German, Russian, French, Italian or Spanish will be an advantage. A Membership Experience Manager is under the guidance of the Fitness & Wellness Manager and within the limits of Mandarin Oriental Policies. A Membership Experience Manager is to source, grow and develop our Lifestyle Membership offering by sourcing appropriate leads, arranging tours of the facilities, and signing prospects to become members. Service also extends to the retention of the established membership base, through continual support and attention to all members.

Responsibilities:

• Support our company’s philosophy and company culture through the use of the 11 Pillars and Departmental Legendary Quality Experiences, on a daily basis, to ensure Guest Satisfaction and the achievement of our Mission Statement.
• Must follow all Standards and Procedures as taught by Legendary Trainers, Departmental trainers, and Fitness & Wellness Manager.
• Conduct professional tours and meetings with prospective members.
• To develop a deep understanding of our service product, so as to effectively communicate with prospects on our offerings (facility/classes/PT/Spa/Club Lounge etc.)
• To ensure that a high standard of service is maintained throughout the duration of each membership.
• To send hotel-wide communication on new joining members and any other important information pertaining to membership.
• Will train Spa & Wellness and other department colleagues on the overall membership programme, including any developing changes to membership.
• To support in the creation of relevant SOP’s regarding membership process & payment.
• Conduct regular market research on our comp-set to assess opportunities and risks for the membership.
• Assist in other operations of Spa & Wellness, as required, such as:

      -Fitness Reception     

      -Unique events and Hotel marketing initiatives

      -Health & Safety reporting

• Keep work/office areas clean and neat at all times.
• Report observed dysfunctional equipment to Fitness & Wellness Supervisor/Manager
• To attend any planned daily, weekly, and monthly team meetings.
• To maintain a high standard of appearance and personal hygiene, as laid down by the Mandarin Oriental MODUB Grooming Guidelines.
• Must attend all training courses as deemed necessary and must adhere to training as set down by the Fitness & Wellness Manager.
• Must have the ability to courteously interact and answer all Spa, Wellness and Hotel related questions with guests.
• To be adaptable and accountable for all actions.
• Will perform as a professional, with a friendly work ethic to conduct all duties and responsibilities as required by the position or assigned by the Fitness & Wellness Supervisor/Manager.
• To assist in the smooth flow of the guest’s journey throughout the day.
• Will greet each guest/member with a smile and acknowledge guests, even in passing.
• Act as an hotel ambassador at all times.
• To generate and maintain effective tracking of membership payment dues and total revenue generation.
• Will check that membership payments are successfully obtained, as per the terms of each membership contract
• To observe and track direct/in-direct revenue lines resulting from membership.
• To support the planning & forecasting of the annual Membership P&L and re-forecast when necessary.
• Will create an accurate monthly commission claim sheet that follows the process stated in the relevant P&P.
• Ensure effective communication with the Finance department on any issues/support pertaining to membership creation, pricing, outstanding dues, and refunds.
• Ensure the correct protective actions are in place to safeguard key personal/financial details of our members.
• To support in the creation of an annual marketing strategy for membership growth & development.
• Will seek to create member events at the Hotel, so that we can effectively engage with members.
• Will attend relevant external events and networking opportunities, so that potential leads for membership can be sourced and new connections are established.
• To work with our Marketing department to ensure the correct information is shared on our website and the Lifestyle Brochure remains updated/relevant.