Membership Experience and Engagement Assistant Manager

About Four Seasons Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world‑class employee experience and company culture. At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us. About the location A southern California escape that embodies wellbeing. Set at the foothills of the Santa Monica Mountains between Malibu’s sunny beaches and Santa Barbara’s famous vines, our relaxed yet refined California hotel offers a family‑friendly atmosphere and is home to the Center for Health & Wellbeing, a luxury destination for wellness. Come and redefine what it means to reinvigorate. BASIC PURPOSE The Membership Experience and Engagement Manager curates a luxury membership experience for our valued members. This position will anticipate member needs, plan events, solicit valuable feedback, and take a proactive approach to elevating the member experience. This role will manage monthly membership dues, analyze attrition, and drive new membership sales. ESSENTIAL FUNTIONS Operational Management Answer phones and emails quickly and efficiently, responding to all communication within 24‑hours. Assist with membership check‑in as needed. Maintain constant open communication with Director of Wellness regarding guest‑related and employee‑related issues. Develop working relationships with Engineering, Laundry, F&B, and Spa as a support system to the Club. Complete thorough and timely follow‑through with attention to detail. Greet guests upon arrival when possible and provide information regarding Club services including memberships. Maintain a meticulously clean and tidy fitness facility with daily cleanliness of the fitness center, locker areas, and indoor pool. Communicate with Fitness Attendants and lend a helping hand as needed. Report equipment malfunctions promptly and accurately and handle lost and found items. Ensure safety procedures are followed and notify Security of any incident or injury. Book guest reservations efficiently as needed. Ensure all Fitness appointments conducted are checked‑in or communicate with provider. Provide proper and safe operation and care of all health club equipment including fitness equipment, free weights, bicycles, sauna, Jacuzzi, and handicap lift. Membership and Guest Experience Ensure exceptional member experiences by upholding the spa and fitness luxury service standards and responding promptly to feedback. Provide information regarding club services including memberships to guests by phone, e‑mail, or upon arrival when possible. Conduct in‑depth tours of the fitness facility and the Hotel to promote membership. Administer and sell any memberships for corporate partners and accounts. Account for membership billing, resolve billing issues, track member status, and other pertinent details. Address and resolve member concerns on an ongoing basis in conjunction with the Management Team. Enforce procedures and regulations with guests. Maintain an accurate member list and data summary, ensuring Hotel management has access to pertinent information. Uphold continued recognition for new and existing members and update Spa and Hotel departments with membership status and new information. Be knowledgeable on all subject matter regarding Club packages and services—including features, benefits, pricing, procedures, and protocols—to ensure exceptional guest experience. Actively sell services, packages, events, upgrades and memberships to prospects and clients. Inform guests on all aspects regarding the services, hours of operation, rules and regulations, and classes to ensure an exceptional guest experience. Interface with all team members of club to ensure a seamless member experience from guest dining to booking perks. Plan and execute quarterly member events that enrich the member experience while building strong member relationships. Display, have knowledge of and participate in all the club’s services, programs, and products. Build rapport and lasting relationships with prospective and current members. Maintain consistent Membership communication with newsletters and emails about events. Financial, Strategic Support & Sales Account for membership billing, resolve billing issues, track member status, and other pertinent details. Manage monthly attrition to maintain and grow membership to budgeted and forecasted goals. Achieve or exceed individual sales goals, renewals, and ancillary service goals by pre‑planning the month with strategic outreach, in‑club lead generation, and securing member referrals. Sell club memberships. Prospect new business and clients. Host events and workshops for in‑club lead generation. Achieve or exceed individual sales goals, renewals, and ancillary service goals. Conduct pre‑planning activities each month including strategic outreach for securing member referrals. Compliance & Standards Ensure adherence to Four Seasons’ Category One and Two Work Rules and Standards of Conduct. Participate in internal standards testing and support various departments to maintain operational excellence. Promote safety awareness and maintain a hazard‑free environment for both staff and guests. Non‑essential functions Assist throughout the hotel as needed when managers are required to support. Knowledge and Skills Education College degree in Hotel & Hospitality Management or Business Administration preferred. Experience Minimum of three years’ experience in luxury Spa or Club operations. Previous experience with Membership preferred. Skills and Abilities Flexible with schedule – able to work weekdays, weekends, and holidays. Reading, writing and oral proficiency in the English language. High emotional intelligence when working with members, guests, and employees. Ability to multi‑task while under pressure. Hours Required This is a full‑time position where you will be asked to work a minimum of 40 hours a week. Hours per week may be more than 40 hours as business levels demand. Days and hours of work are dependent on spa and hotel business levels. Early mornings, evenings, and weekend availability are required for this position. Travel Required There may be some travel associated with the role. What we offer Salary Range: $73,400.51 – $78,400.51 Health Insurance – Medical, Dental & Vision Company Match 401K Plan Complimentary stays at Four Seasons Worldwide Complimentary meals in our Wellness Café Laundered Employee Uniform Employee Assistance Program Investment in your wellbeing Life Insurance Complimentary on‑site parking Training programs, tuition reimbursement Growth & Development opportunities Schedule & Hours – Full time position Equal Opportunity Four Seasons is an Equal Opportunity, Affinity Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. To access the “EEOC is The Law” Information poster please visit this website: EEOC Statement Dedicated to perfecting the travel experience through continual innovation and the highest standards of hospitality, Four Seasons can offer what many hospitality professionals dream of — the opportunity to build a life‑long career with global potential and a real sense of pride in work well done. #J-18808-Ljbffr Four Seasons Hotels Ltd