The VIP Manager will fulfill a strategic and operational role in establishing and maintaining the membership community. Their duties will encompass developing and executing the membership strategy and programming activities aligning with organizational objectives to enrich the club experience, overseeing membership databases, and supervising the property's reactive and proactive membership sales efforts. The VIP Manager will serve as the guardian of the club, ensuring the club’s management and preservation of its brand standards. They will jointly shoulder the responsibility for achieving revenue targets and ensuring guest and associate satisfaction. The VIP Manager will partner with Director Culture & Entertainment and Marketing teams to execute all aspects of the Marketing experience.
CANDIDATE PROFILE
Education and Experience
· High school diploma or GED; 6 years’ experience in the related professional area.
OR
· 2-year degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management, or related major; 4 years’ experience in the sales and marketing or related professional area.
Preferred:
· Familiarity with the entertainment industry and demonstrated ability to make connections with high-profile clientele
· Proven experience in membership management or a similar role within an exclusive/private club or luxury environment.
· Strong leadership and team management skills.
· Exceptional interpersonal and communication skills.
· Proficiency in membership management software and tools.
· Ability to maintain discretion and confidentiality.
Additional Information:
This role requires flexibility in working hours, including evenings and weekends, to accommodate club events and member needs.
CORE WORK ACTIVITIES
Membership Growth
· Develop and execute strategies to attract new members and retain existing ones.
· Executes market research to target and acquire new membership business and/or close on business.
· Develops relationships within local community to strengthen and expand customer base for sales opportunities.
· Respond to inquiries from prospective members.
· Recruit and hire membership sales associates with the appropriate skills to meet the club's needs.
· Day-to-day leadership to the on-property membership sales associates, primarily focusing on attaining the sales objectives.
· Provide regular reports and updates to club management regarding membership performance, strategies, and
· challenges.
Member & Membership Committee Engagement
· Conducts outreach to recruit valuable committee members.
· Manages the membership committee, focusing on engagement strategies.
· Organizes meetings, collects feedback, and ensures committee satisfaction.
· Regularly reviews and refines the membership application process.
· Develops programing and engagement strategies to foster community.
· Oversees member communication and feedback channels.
· Maintains member database and preference history.
· Collates and manages member recruitment applications.
· Collaborates with other club departments for seamless member services.
· Partners with the hotel sales team to support membership events.
Financial Management:
· Create and manage the membership budget, monitoring revenue, expenses, and profitability.
· Implement pricing strategies and membership fee structures.
· Using Knowledge of Market Trends and Target Customer Information to Maximize Revenue
· Identifies new business to achieve personal and location revenue goals.
· Understands the overall market - competitors’ strengths and weaknesses, economic trends, supply and demand etc. and knows how to sell against them.
· Conducts regular networking engagements to continually build a
· Closes the best opportunities for the location based on market conditions and location needs.
Ensuring Exceptional Customer Service
· Uphold and enforce club rules, standards, and codes of conduct.
· Manages and develops relationships with key internal and external stakeholders.
· Displays leadership in guest hospitality, exemplifies customer service and creates a positive example for guest relations.
· Supports the company’s service and relationship strategy, driving customer loyalty by delivering service excellence throughout each customer experience.
· Services our customers to grow share of the account.
· Empowers employees to provide excellent customer service.
· Executes and supports the company’s customer service standards.
· Provides excellent customer service consistent with the daily service basics of the company.
· Sets a positive example for guest relations.
· Interacts with guests to obtain feedback on product quality and service levels.
Managing and Conducting Human Resource Activities
· Interviews and hires management and hourly employees with the appropriate skills to meet the business needs of the operation.
· Develops, implements, and maintains a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
· Utilizes all available on the job training tools for employees.
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
