Membership Manager

3 weeks ago

Doha, Baladīyat ad Dawḩah, Qatar SANAD - DOHA Full time

Club Membership

  1. Responsible for directly supervising and organizing the meetings, processes and initiatives required to generate, maintain, and grow the club's membership.
  2. Maintaining a constant presence in the club, by being the face of the club and The Cigar Specialist for members, on hand for their feedback and thoughts preserving club rules and conduct.
  3. Manage, supervise, and support membership relations agents and lifestyle agents.
  4. Oversee membership acquisition, retention, and experience, manage member feedback, and ensure members' needs are met.
  5. Manage new member onboarding, member queries, and manage renewals.
  6. Schedule and organize membership committee to review new applicants based on frequency agreed on with the owners.
  7. Assuring the level of service in the members club is met.
  8. Liaise and communicate with members regarding activations, updates and keeping guest relations also notifying and educating all staff of upcoming events.
  9. Conduct tours and lead onboarding of new members.
  10. Liaise with sales executive for tours and sales pipeline.
  11. Liaise with events manager to generate new member event ideas, playing an active part in the creation and implementation of the members events program, ensuring that events are planned and communicated.
  12. Administrative duties, manage membership pipeline through system, member records and portal, assuring proper management of membership inquiries, pipeline, onboarding, and renewal.

Concierge Management

  1. Proactively communicate with each member and deeply understand their unique lifestyle, preferences, and needs.
  2. Providing the highest quality of personalized services to Members over the phone and in person.
  3. Maintaining accurate log of Member data and requests in CRM.
  4. Developing fruitful relationships with industry contacts and service providers.
  5. Keeping abreast of current luxury travel, fashion, and lifestyle trends.
  6. Conducting thorough research and preparing request proposals.
  7. Promote up-selling.
  8. Manage, record, and solve members' complaints.
  9. Build and maintain positive relations with regular guests, collect and record guest preferences to enhance their experience during future visits.
  10. Administrative duties, manage membership pipeline through system, member records and portal, assuring proper management of membership inquiries, pipeline, onboarding, and renewal.
  11. Collect payments along with system updates.
  12. Coordinate with butlers and wait staff to assure a memorable experience of members.
  13. Serve as a primary contact for Sanad Members and efficiently handle their demanding lifestyle needs (including but not limited to restaurant reservations, hotel bookings, chauffeurs, personal shopping services, accessing sold out events and arranging unique experiences).
  14. Coordinate and oversee the setup, cleanliness, and maintenance of the lounge.
  15. Help monitor inventory levels and place orders for supplies and products as needed.

Staff Supervision

  1. Train, mentor, and supervise lounge staff, ensuring they adhere to the established standards.
  2. Create staff schedules and manage shift rotations effectively.
  3. Address performance issues and conduct regular performance evaluations.

Event Coordination

  1. Collaborate with the Members Lounge Manager to plan and execute member events and special promotions.
  2. Ensure smooth event operations, including setup, catering, and guest satisfaction.

Compliance and Regulations

Cigars Sales

  1. In-house Cigar Sommelier responsible for Cigar Care.
  2. Cigar – stock management, maintenance, supply, receiving.
  3. Design a calendar of Cigar Events for members and their guests to attend.
  4. Main point of contact for 'Cigar Keep' Members ensuring receipt and documentation of members cigars.
  5. Stay up to date with the latest cigar brands, types, and accessories.
  6. Maintain knowledge of cigar flavor profiles, aging, and pairing recommendations.
  7. Offer recommendations for cigar and beverage pairings.
  8. Cigar Sales and Inventory Management:
  9. Regularly inspect cigars for freshness, quality, and condition.
  10. Rotate cigars to prevent stagnation and maintain optimal aging.
  11. Responsible for the maintenance of the humidifiers, temperature control and regular ventilation of humidors.
  12. Ensure compliance with all relevant regulations and age verification for tobacco sales.
  13. Maintain knowledge of local and national tobacco laws.
  14. Support training of team for members' assistant when absent.

Skills

  • Excellent communication skills (Arabic & English)
  • Masters / Bachelor's degree in Hospitality Management or related field (preferred).
  • Previous 7-10 years of experience in a supervisory or managerial role within the hospitality industry.
  • Excellent interpersonal and communication skills.
  • Strong organizational and multitasking abilities.
  • Knowledge of safety and sanitation regulations.
  • Proficiency in computer applications for inventory and reservation management.
  • Customer Satisfaction
  • Lounge Operations
  • Staff Performance
  • Inventory and Cost Control
  • Event Success
  • Compliance and Safety
  • Cigar Sales and Inventory Management
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