Membership Relations Manager

Job Description

JOB OVERVIEW:

Under the general guidance of the Director and Assistant Director of Membership, the Membership Relations Manager serves as the heartbeat of the Delano Members 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. Membership Relations Managers ensure every interaction feels personal, seamless, and aligned with the elevated standards that define the Delano lifestyle.

As an integral part of the membership ecosystem, you will support day-to-day member engagement, assist with onboarding, maintain ongoing communication, ensure the fulfillment of member benefits, and act as a trusted liaison. You will help bring the Delano experience to life through thoughtful touches, proactive service, and an unwavering commitment to excellence.

YOUR KEY RESPONSIBILITIES:

• Serve as a key in-person touchpoint for members, offering warm recognition, intuitive assistance, and high-touch support across all communication channels.
• Build genuine relationships by learning member preferences and visit patterns to enhance their overall experience.
• Coordinate member needs and special requests with internal departments to ensure seamless service throughout the property.
• Conduct personalized orientations and tours for newly approved members.
• Prepare and deliver welcome amenities and curated touches for new members.
• Share relevant updates on programming, events, and on-property opportunities during member interactions.
• Support member events through setup, guest flow, check-in assistance, onsite hosting, and post-event feedback collection.
• Enter and maintain member preferences, interaction notes, and event details in the CRM to support personalization.
• Track member event participation and engagement trends to support informed decision making.
• Facilitate reciprocal club arrangements, managing both inbound partner club visits and outbound requests from Delano members.
• Embody the Delano aesthetic and service philosophy through polished presentation, conduct, and communication.
• Monitor member areas discreetly to ensure etiquette, community standards, and club rules are upheld.
• 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 in the team to on a routine basis perform various related tasks as needed in the spirit of providing exceptional guest service.

Qualifications

SPECIFIC JOB KNOWLEDGE & SKILLS:

• 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 strong emotional intelligence and situational awareness.
• Highly organized with excellent attention to detail and the ability to manage multiple priorities simultaneously.
• Comfortable working in a fast-paced, evolving environment with shifting member needs.
• Ability to maintain discretion, confidentiality, and professionalism in all interactions.
• Strong problem-solving skills with the ability to anticipate needs and act proactively.
• Tech-savvy and comfortable using CRM systems, email platforms.
• Experience in luxury hospitality, lifestyle brands, or private membership clubs.
• Fluency in additional languages preferred.
• Knowledge of the Miami hospitality, culture, and wellness landscape preferred.
• Familiarity with high-net-worth clientele expectations, etiquette, and service standards preferred.
• A proactive, collaborative mindset with a passion for hospitality and member engagement.
• Ability to address member concerns promptly to maintain satisfaction.
• Ability to maintain compliance with industry standards and brand guidelines.
• Ability to stand or walk for extended periods.
• Ability to lift and carry objects as necessary.
• All team members must maintain a neat, clean and well-groomed appearance. Specific department uniform guidelines and/or required articles of clothing will be explained to you by your supervisor.

Additional Information

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