Director of Membership Relations

Overview

Under the general guidance of the Director of Membership, the Director of Membership Relations serves as the heartbeat of Delano's Membership Club experience. This role is deeply member-facing, focused on delivering warm, intuitive, anticipatory service that reflects the club's spirit of refinement, exclusivity, and cultural relevance. The Director, along with Membership Relations Associates, ensures every interaction feels personal, seamless, and aligned with elevated standards that define our brand.

• Serve as the key in-person touchpoint for members, offering warm recognition, intuitive assistance, and high touch support across all communication channels.
• Conduct sales meetings, tours, and orientations for both prospective and newly approved members, presenting the Delano Members Club experience with warmth, clarity, and confidence.
• Ensure members receive all benefits associated with their membership, coordinating closely with hotel and internal teams to fulfill inclusions such as stays, access, and curated experiences.
• Manage the distribution, submission, and follow-up membership applications, ensuring a timely, polished, and responsive experience for prospective members.
• Manage ongoing relationships with the Membership Committee, ensuring clear communication, timely follow-up, and alignment with committee expectations, on an interim basis as needed.
• Maintain, update, and report on key membership data, including active member lists, demographics, prospect funnel status, and CRM records related to member preferences, interactions, and engagement.
• Support member events through setup, guest flow, onsite hosting, RSVP and check-in coordination, post-event feedback, collection, and CRM tracking of participation and engagement.
• Facilitate reciprocal club arrangements, managing both inbound partner club visits and outbound requests from Delano members.
• Provide lateral support across the membership team as needed in the spirit of exceptional hospitality.
• We recognize we are in the hospitality industry and that may require us to provide lateral service.
• We will on occasion call for each individual on the team to perform various related tasks as needed in the spirit of providing exceptional guest service.

• Prior experience in hospitality, luxury retail, private clubs, guest relations, concierge services, or a comparable member-facing environment.
• Exceptional interpersonal and communication skills, with a natural ability to build rapport quickly.
• Warm, welcoming presence combined with a strong emotional intelligence and situational awareness.
• Highly organized with excellent attention to detail and the ability to manage multiple priorities simultaneously.
• Ability to maintain discretion, confidentiality, and professionalism in all interactions.
• Tech-savvy and comfortable using CRM systems, email platforms, and internal communication tools.
• Ability to multitask, work in a fast-paced environment and have a high-level attention to detail.
• Maintain positive and productive working relationships with other team members and departments.
• Ability to work independently and to partner with others to promote an environment of teamwork.
• Must be able to stand or walk a minimum eight-hour shift.
• Must be able to twist, tow (push or pull), reach, bend, climb and carry objects as necessary.
• Must have excellent communication skills and be able to read, write, speak and understand English.
• Must be able to work indoors and outdoors at all times of the year as needed, based upon business volumes.

All your information will be kept confidential according to EEO guidelines.