Membership Experience Manager Job Vacancy in Mandarin Oriental Hotel Group Abu Dhabi – Latest Jobs in Abu Dhabi

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Company Name : Mandarin Oriental Hotel Group
Location : Abu Dhabi
Position : Membership Experience Manager

Job Description : Position: Membership Experience Manager (Full time #528004)
Property / Office: Emirates Palace, Abu Dhabi
Location: Abu Dhabi, United Arab Emirates
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
Health & 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 Fitness & Wellness Supervisor/Manager.
To assist in the smooth flow of the guest’s journey throughout the day.
Will greet each guest/member with a smile and acknowledge guests, even in passing.
Act as an hotel ambassador at all times.

Financial:

To generate and maintain effective tracking of membership payment dues and total revenue generation.
Will check that membership payments are successfully obtained, as per the terms of each membership contract
To observe and track direct/in-direct revenue lines resulting from membership.
To support the planning & forecasting of the annual Membership P&L and re-forecast when necessary.
Will create an accurate monthly commission claim sheet that follows the process stated in the relevant P&P.
Ensure effective communication with the Finance department on any issues/support pertaining to membership creation, pricing, outstanding dues, and refunds.
Ensure the correct protective actions are in place to safeguard key personal/financial details of our members.

Events/Marketing:

To support in the creation of an annual marketing strategy for membership growth & development.
Will seek to create member events at the Hotel, so that we can effectively engage with members.
Will attend relevant external events and networking opportunities, so that potential leads for membership can be sourced and new connections are established.
To work with our Marketing department to ensure the correct information is shared on our website and the Lifestyle Brochure remains updated/relevant.

Skills & Qualifications

Education & Certificates

High School qualification, or equivalent is preferred.
Degree or Higher National Diploma in the field Fitness/Sports/Personal Training is preferred.

Experience

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.

Operational Skills

Strong knowledge on membership process and relevant market demographics.
Ability to work long hours with a strong focus on operational excellence.
Ability to understand the flow of service and handle multiple tasks effectively.
Strong computer skills, including MS Word/MS Excel/MS Outlook is preferred.

Communication Skills
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: 08 Mar 2022 Arabian Standard Time
Applications close: 04 May 2022 Arabian Standard Time

This post is listed Under Jobs in Abu Dhabi

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