Memberships Manager

A distinctive opportunity to work in a modern masterpiece hotel in Belgravia awaits you. At The Emory, we strive to curate distinctive and enriching experiences for our guests and our colleagues every day. You will be part of the team to shape our future and fulfil our purpose.

Each suite & studio at the hotel is a modern masterpiece, created by a collection of the world’s leading interior and architectural designers. From exceptional contemporary dishes curated from chef Jean-Georges Vongerichten in abc kitchens to panoramic views of London and striking decor in The Emory Rooftop Bar. Spearheaded by world-leading experts, Surrenne is a new paradigm of wellbeing with four floors of immersive health, fitness and beauty services.

We believe the truest luxury is time well spent. Hence our service philosophy is as seamless as possible so our guests can enjoy the most while staying with us. You are warm and friendly, and enjoy being creative in providing extraordinary guest services. You like to think from guests’ perspective what they might need before they even ask you. And you aim for creating those magical memories for them. We anticipate you have previous work experience in a luxury hotel environment.

You will find a supportive, fun and nurturing team where you can bring your ideas and creative thinking to your role. We have a range of development interventions at every level and for different functional specialisms to help you design the trajectory of your career. Your team members are highly collaborative and the work environment is dynamic and stimulating.

• Devise and implement a coherent Member Acquisition strategy driving a variety of activities designed to enhance membership sales.
• The creation and distribution of the Members Welcome Pack and Renewals Gift to onboarding and renewing members.
• Ensure all new members are onboarded effectively, working closely with Directors & Committee.
• Lead the member recruitment process to acquire new members, whilst building relationships to onboard and support long-term retention.
• The membership manager must have a strong focus on sales performance metrics.
• Remain the main point of contact with the Club members throughout their membership experience.
• Identify upselling opportunities to increase member spending, and work alongside the Wellness Director to actively increase average spend.
• Ensure the Club members app is kept up to date with member content, and enhances the member experience.
• At preopening stage, this will involve the setting up of the app and integrating with the member and hotel communication channels.
• Work with the Marketing & Communications team to develop appropriate marketing member collaterals and engagement campaigns.
• Ensure that all enquiries for membership or otherwise are used as an opportunity to promote the business and reputation of the Club.
• Ensure that the needs of guests and members are anticipated and met in a professional, friendly, proactive and time efficient manner.
• Work with colleagues to deliver an effective programme of services to members, including all aspects of training, events, and any other appropriate services.
• Set and plan a compelling program of events on an ongoing basis, to encourage referrals and build the foundations of the Club’s member community.
• Review, improve and enhance our member-facing services on an ongoing basis.
• Working with the Wellness Director to review, improve and enhance our internal processes on an ongoing basis.
• Accurate and timely Reporting of Member data to Wellness Director.
• Deputising in the absence of the Club Operations Manager and taking on Club Duty Manager shifts when required.
• Uphold and supervise the delivery of the Club standards of performance for the Health Club membership and assist in improving performance targets.
• Be the ambassador of the Club through the attendance of events to promote the Club membership.
• Deal with telephone enquiries regarding the Club as well as membership, Voucher and general enquiries.
• Ensure that any lost property is handed over to security and logged accordingly.
• Ensure that client and data confidentiality is maintained at all times.
• Ensure all clients are greeted in an appropriate manner and to Club standards.
• Ensure that any complaints are dealt with in a reasonable, tactful and efficient way, referring to complaints when necessary to the Club management.
• Ensure that you are neatly presented in professional clothing / uniform at all times and adhere to all Health and Hygiene regulations.
• Maintain high standards of personal hygiene.
• Maintain effective communication within the department and ensure that management are kept well informed of any problems/queries that have arisen.
• Attend any department training sessions and/or meetings as required.
• Carry out any other reasonable request as directed by the senior management.

Here at Maybourne, we strive to reward our colleagues for the incredible work they do every single day. In return for your hard work and dedication, we offer you:

• Excellent salary package.
• Family Friendly company policies, including enhanced Maternity and Paternity Pay.
• Holiday allowance increase after 3 and 5 years of service.
• Travel Season Ticket Loans.
• Pension Scheme.
• Salary Sacrifice.
• Holiday Trading.
• Retail Discount.

• Subsidised monthly Podiatrist and Masseuse treatments.
• Flu vaccination vouchers.
• Eye test vouchers and contributions towards glasses.
• A dedicated team of Mental Health First Aiders & 24-hour colleague assistance helpline.
• On and off-site Occupational Health Service.
• Death in Service salary contribution.
• Various wellbeing activities focused on mental and physical health.
• A complimentary state-of-the-art all-day dining colleague restaurant serving a range of nutritious meals.
• Cycle to Work.
• Wellbeing & Social Champions.
• Volunteering opportunities.

• Referral Scheme ‘Introduce a Star’ where you can earn up to £1,500.
• Instant colleague recognition and award programme with generous prizes.
• Colleague of the month nominations with generous prizes.
• Additional paid day off to celebrate your Birthday.
• Internal transfer and promotion opportunities.
• In-house training and development team with a strong focus on career progression and personal growth.
• Long service awards.

• Preferential room rates of £50 per overnight stay for yourself or your family across the Maybourne.
• Hotel Guest Experience Stay including an overnight stay and wining and dining at our renowned restaurants and bars.
• 50% Food and Beverage discount across the Maybourne.
• Social events (Annual Awards, Summer Maybourne Picnic, Welcome to Work, Annual Colleague Party, Annual Colleague Children Party, etc.).
• Wedding and Baby gifts.
• Retirement functions.

*Terms and conditions apply to all benefits. Eligibility: In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.