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.
