Wellness Guest Experience Manager

Membership Experience And Engagement Manager

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

Basic Purpose

The Membership Experience and Engagement Manager curates a luxury membership experience for our valued members. This position will anticipate member needs, plan events, solicit valuable feedback, and take a proactive approach to elevating the member experience. This role will manage monthly membership dues, analyze attrition, and drive new membership sales.

Essential Functions

Operational Management

• Answer phones and emails quickly and efficiently, responding to all communication within 24-hours.
• Assist with membership check in as needed.
• Ability to maintain constant open communication with Director of Wellness regarding guest related and employee related issues
• Ability to develop working relationships with the Engineering, Laundry, F&B, and Spa as a support system to the Club
• Accountable for completing thorough and timely follow-through with attention to detail.
• Responsible for greeting guests upon arrival when possible and providing information regarding Club services including memberships
• Possess a high level of attention to detail in order to maintain a meticulously clean and tidy fitness facility
• Ensure the daily cleanliness of the fitness center, locker areas, indoor pool, communicate with Fitness Attendants and lend a helping hand as needed
• Report equipment malfunctions promptly and accurately and handle lost and found items
• Ensure safety procedures are followed and notify Security of any incident or injury.
• Book guest reservations in a proficient and timely manner as needed
• Ensure all Fitness appointments conducted are checked in or communicate with provider
• Ability to provide the proper and safe operation and care of all health club equipment including fitness equipment, free weights, bicycles, sauna, Jacuzzi, and handicap lift.
• Other duties as assigned

Membership and Guest Experience

• Ensure exceptional member experiences by upholding the spa and fitness luxury service standards and respond promptly to feedback.
• Responsible for greeting guests by phone, e-mail or upon arrival when possible and providing information regarding club services including memberships
• Responsible for conducting in-depth tours of the fitness facility and the Hotel to promote membership
• Responsible for the administration and sales of any memberships for corporate partners and accounts
• Accountable for membership billing, resolving billing issues, tracking member status and other pertinent details
• Address and resolve member concerns on an ongoing basis in conjunction with Management Team
• Ability to enforce procedures and regulations with guests
• Accountable for maintaining an accurate member list and data summary, ensuring Hotel management has access to pertinent information
• Upholding continued recognition for new and existing members and updating Spa and Hotel departments with membership status and new information
• Be knowledgeable on all subject matter regarding Club packages and services including, features, benefits, pricing, procedures and protocols to ensure exceptional guest experience
• Actively sell services, packages, events, upgrades and memberships to prospects and clients
• Inform guests on all aspects regarding the services, hours of operation, rules and regulations, and classes to ensure an exceptional guest experience.
• Interface with all team members of club to ensure a seamless member experience from guest dining to booking perks
• Plan and execute quarterly member events that enrich the member experience while building strong member relationships.
• Managers must display, have knowledge of and participate in all the club's services, programs, and products.
• Build rapport and lasting relationships with prospective and current members.
• Maintain consistent Membership communication with newsletters and emails about events.
• Accountable for maintaining HIPAA certification and PCI compliance

Financial, Strategic Support & Sales

• Accountable for membership billing, resolving billing issues, tracking member status and other pertinent details
• Manage monthly attrition to maintain and grow membership to budgeted and forecasted goals.
• Membership Manager is responsible for achieving or exceeding individual sales goals, renewals and ancillary service goals by pre-planning the month with strategic outreach, in-club lead generation and securing member referrals.
• Responsible for selling club memberships.
• Prospect new business and clients.
• Host events and workshops for in-club lead generation
• Achieve or exceed individual sales goals, renewals and ancillary service goals.
• Conduct pre-planning activities each month including strategic outreach, for securing member referrals.

Compliance & Standards

• Ensure adherence to Four Seasons' Category One and Two Work Rules and Standards of Conduct.
• Participate in internal standards testing and support various departments to maintain operational excellence.
• Promote safety awareness and maintain a hazard-free environment for both staff and guests.

Non-Essential Functions

• Assist throughout the hotel as needed when managers are required to support.

Knowledge And Skills

Education:

• College degree in Hotel & Hospitality Management or Business Administration preferred.

Experience:

• Minimum of three years' experience in luxury Spa or Club operations.
• Previous experience with Membership preferred.

Skills and Abilities:

• Must be flexible with schedule - Able to work weekdays, weekends, and holidays.
• Reading, writing and oral proficiency in the English language.
• Must be able to exhibit high emotional intelligence when working with members, guests and employees.
• The ability to multi-task while under pressure.

Hours Required

• This is a full-time position where you will be asked to work a minimum of 40 hours a week. Hours per week may be more than 40 hours as business levels demand. Days and hours of work are dependent on spa and hotel business levels. Early mornings, evenings, and weekend availability are required for this position.

Travel Required

• There may be some travel associated with role.

What We Offer

• Salary Range: $73,400.51 - $78,400.51
• Health Insurance - Medical, Dental & Vision
• Company Match 401K Plan
• Complimentary stays at Four Seasons Worldwide
• Complimentary meals in our Wellness Caf
• Laundered Employee Uniform
• Employee Assistance Program
• Investment in your Wellbeing
• Life Insurance
• Complimentary on-site parking
• Training programs, tuition reimbursement
• Growth & Development opportunities

Schedule & Hours

• Full time position