OverviewThe Director of Membership is responsible for managing and growing The Condado Collection's membership programs, including hotel memberships, Beach Club memberships, and Vanderbilt Residences memberships. The Director will serve as the main point of contact for members and will work closely with the General Managers, Sales & Marketing, and hotel operational teams to ensure an exceptional and consistent member experience across all properties.
Key Responsibilities- Oversee all membership programs for The Condado Collection.
- Serve as the primary point of contact for current and prospective members.
- Develop strong relationships with members and Vanderbilt Residence owners.
- Manage the membership sales process, including inquiries, property tours, presentations, applications, and new member onboarding.
- Achieve established membership sales and revenue goals.
- Maintain an active pipeline of prospective members and follow up on membership opportunities.
- Welcome and onboard new members, ensuring they understand their benefits, privileges, and access.
- Maintain accurate membership records, member profiles, preferences, and account information.
- Coordinate with Finance regarding initiation fees, monthly dues, billing, and membership status.
- Oversee Beach Club membership access and ensure member benefits are properly delivered.
- Work closely with hotel operations to coordinate member access to pools, beach areas, fitness facilities, restaurants, spa, valet, cabanas, and other applicable amenities.
- Ensure members are recognized and receive consistent service across Condado Vanderbilt, La Concha, Condado Ocean Club, Vanderbilt Residences.
- Personally engage with members and maintain a visible presence throughout the properties.
- Handle member requests, feedback, concerns, and service recovery in coordination with hotel leadership.
- Develop a calendar of exclusive member events, experiences, and activities.
- Coordinate member events with Food & Beverage, Spa & Wellness, Marketing, and hotel operations.
- Identify opportunities to create unique culinary, wellness, social, and lifestyle experiences for members.
- Work with Sales & Marketing to promote the membership program and develop membership communications and collateral.
- Communicate regularly with members regarding events, benefits, hotel experiences, and special opportunities.
- Develop partnerships and experiences that add value to the membership program.
- Monitor member satisfaction, participation, and retention.
- Identify opportunities to increase member engagement and utilization of the hotels, restaurants, spas, and other amenities.
- Train appropriate hotel employees on membership benefits, policies, and member recognition.
- Provide regular membership updates and reports to the General Managers.
Qualifications- Bachelor's degree in Marketing, Business Administration or Hospitality preferred.
- Previous experience in luxury hospitality, private clubs, membership programs, residential hospitality, sales, or guest relations.
- Strong sales and relationship-building skills.
- Excellent customer service and communication skills.
- Professional and polished presence with the ability to interact comfortably with members, residents, VIPs, and hotel leadership.
- Strong organizational and follow-up skills.
- Ability to work across multiple hotels and departments.
- Experience planning member events or luxury guest experiences preferred.
- Ability to handle confidential and sensitive member information with discretion.
- Bilingual English and Spanish preferred.
- Flexible schedule, including availability for selected evenings, weekends, and member events.
Benefits
- 401(k)
- Employeer Contribution to 401(k)
- Health Insurance
- Vision Insurance
- Dental Insurance
- Life Insurance
- Paid Holidays
