Membership Experience Manager, Emirates Palace, Abu Dhabi, UAE

Responsibilities:

• Support company’s philosophy and company culture through the use of Departmental Legendary Quality Experiences on a daily basis to ensure Guest Satisfaction and the achievement of our Mission Statement.
• 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 and health and safety reporting
• 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 Director of Membership and Fitness
• To assist in the smooth flow of the guest’s journey throughout the day
• Greet each guest/member with a smile and acknowledge guests, even in passing.
• Act as an hotel ambassador at all times.

Key Competencies and Requirements

• Degree or Higher National Diploma in the field Fitness/Sports/Personal Training is preferred
• Experience as a Membership Manager (2 years) within a luxury 5* hotel, commercial, or boutique facility is preferred
• Previous experience in Wellness operations, within a luxury facility, is advantageous
• Strong knowledge on membership process and relevant market demographics
• Strong focus on operational excellence
• Ability to understand the flow of service and handle multiple tasks effectively
• Excellent computer skills, including MS Word/MS Excel/MS Outlook is preferred
• Strong interpersonal skills and ability to develop rapport with guests/members to deliver superior customer service
• Ability to understand effective approaches of communication with different individuals from a variety of backgrounds
• Able to communicate clearly with peers and management team
• Pleasant and polite, must be able to effectively communicate with guests/members on the telephone.

Advertised: 11 Aug 2022 Arabian Standard Time
Applications close: 31 Aug 2022 Arabian Standard Time

https://careers.mandarinoriental.com/cw/en/job/530848/membership-experience-manager

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