Membership Advisor

Membership Advisor

We're looking for an enthusiastic Membership Advisor that will be responsible for supporting incoming member inquiries, tours, and member onboarding at HEIMAT. In this role, you will be providing exceptional service while ensuring a seamless, world-class concierge and lifestyle experience throughout the HEIMAT membership journey.

Compensation: $23/hr

In the role, you will:

• Be naturally warm and welcoming by nature.
• Be responsible for all aspects of membership, from serving as the first point of contact for membership-related questions to organizing tours for future members.
• Maintain deep knowledge of all club offerings and confidently lead multiple tours each day, guiding prospective members through the space with ease, enthusiasm, and a strong understanding of the HEIMAT experience.
• Support the membership team in converting prospective members by guiding them through the application process, answering questions, and facilitating next steps, while maintaining a hospitality-first, non-transactional approach.
• Stay informed on the latest offers within the club and community to guarantee the members' experience is exceptional.
• Need to be comfortable engaging with high-profile individuals, demonstrate professionalism, discretion, and the ability to navigate conversations with confidence and respect for privacy.
• Perform concierge duties for our members including making reservations to our restaurant, booking pool cabanas, spa appointments, and other member services as needed.
• Proficiency in the use of CRM systems to audit the lifecycle of prospective member applications to schedule tours.
• Interact professionally with executive leadership, sharing meaningful member insights and feedback with discretion and sound judgmentrecognizing the difference between actionable feedback and routine complaints.
• Be comfortable calling members as well as field incoming requests and calls pertaining to updating account details, payment information and collecting payment.
• Handle member payment information and personal data with a high level of confidentiality and in accordance with company policies and data security standards.
• Maintain strict confidentiality of member identities, personal information, and club activity, particularly with high-profile individuals.
• Support members with accessing and navigating the HEIMAT App, troubleshooting issues, and answering questions, while maintaining general comfort with club technology and digital systems.
• Perform administrative duties including the following but not limited to, filing member's contract, data entry, telephone and email correspondence, welcome emails, updating members' contact information, daily birthday reports.
• Monitor member satisfaction and ensure a consistently evolving world class member experience, echoing the brand values.
• Serve as a welcoming and familiar presence for new members, building early relationships and acting as a trusted point of contact for questions, introductions, and guidance.
• Maintain a visible presence around the club and at select events, helping members feel comfortable, connected, and supported as they settle into the community.
• Use sound judgment and professionalism to resolve member concerns, complaints, or service issues, escalating when appropriate.
• Perform any additional duties as requested by management.

DISCRETION & PROFESSIONALISM We expect a level of privacy and sophistication. Advisors should be polished, respectful of boundaries, and able to navigate conversations with high-profile or discerning individuals.

PERSONABLE - You'll be responsible for translating the essence of HEIMAT to our members. As the first point of contact in the new member experience, you must project warmth and empathy while showcasing superior listening skills. Success comes from creating genuine connections rather than transactional relationships. A great advisor builds trust and makes prospective members feel like they already belong before they even join.

MULTI-TASKER You work with poise under pressure while navigating multiple member requests simultaneously. Your ability to prioritize allows for efficient workflows while delivering outstanding results.

Minimum of 3+ years of luxury hospitality experience.

Possess strong verbal communication skills, the ability to confidently answer questions and engage with members and prospective members in a way that is clear, personable, and reflective of the HEIMAT brand.

Exceptional written communication and strong command of email systems, managing member inquiries and follow-ups with clarity, warmth, and attention to detail.

Demonstrated ability to work on multiple projects simultaneously, multi-task and prioritize, as necessary.

Ability to proficiently use POS and CRM systems, and any other computer programs required to meet the business needs of the club.

Prior experience in answering high-volume phone lines.

Must be flexible and able to work a variety of shifts, including days, nights weekends, holidays, and special events.

Must maintain reliable and punctual attendance, including adherence to scheduled shifts and timely communication regarding any changes in availability.

Comply with all meal and rest break requirements in accordance with company policy and California law.

Must be able to stand and walk for extended periods of time and move throughout the club to support member needs.

Must have the ability to bend, squat and lift up to 30lbs.