Membership and Engagement Assistant Manager

Location

A southern California escape that embodies wellbeing. Set at the foothills of the Santa Monica Mountains between Malibu’s sunny beaches and Santa Barbara’s famous vines, our relaxed yet refined California hotel offers a family‑friendly atmosphere and is home to the Center for Health & Wellbeing, a luxury destination for wellness. Come and redefine what it means to reinvigorate.

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.

• Answer phones and emails quickly and efficiently, responding to all communication within 24‑hours.
• Assist with membership check‑in as needed.
• Maintain constant open communication with the Director of Wellness regarding guest‑related and employee‑related issues.
• Develop working relationships with Engineering, Laundry, F&B, and Spa as a support system to the Club.
• Complete thorough and timely follow‑through with attention to detail.
• Greet guests upon arrival when possible and provide information regarding Club services, including memberships.
• Maintain a meticulously clean and tidy fitness facility.
• Ensure daily cleanliness of the fitness center, locker areas, indoor pool, and communicate with Fitness Attendants, lending a helping hand as needed.
• Report equipment malfunctions promptly and accurately; 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.
• Provide 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.

• Ensure exceptional member experiences by upholding spa and fitness luxury service standards and responding promptly to feedback.
• Greet guests by phone, e‑mail, or upon arrival when possible and provide information regarding club services, including memberships.
• Conduct in‑depth tours of the fitness facility and the Hotel to promote membership.
• Administer and sell 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 the Management Team.
• Enforce procedures and regulations with guests.
• Maintain an accurate member list and data summary, ensuring Hotel management has access to pertinent information.
• Uphold continued recognition for new and existing members and update Spa and Hotel departments with membership status and new information.
• Be knowledgeable about all club package and service subject matter, including features, benefits, pricing, procedures, and protocols to ensure an exceptional guest experience.
• Actively sell services, packages, events, upgrades, and memberships to prospects and clients.
• Inform guests on all aspects regarding services, hours of operation, rules and regulations, and classes to ensure an exceptional guest experience.
• Interface with all club team members 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.
• Manage the display, knowledge, and participation of all club services, programs, and products.
• Build rapport and lasting relationships with prospective and current members.
• Maintain consistent membership communication with newsletters and emails about events.
• Maintain HIPAA certification and PCI compliance.

• Accountable for membership billing, resolving billing issues, and tracking member status.
• Manage monthly attrition to maintain and grow membership to budgeted and forecasted…