Assistant Manager, Membership Relations

Job Description

Job Description

The ‘Quin House is a multi-award-winning modern private social club in Back Bay that brings together a diverse mix of interesting and interested members across ages, industries, and backgrounds to forge meaningful connections, expand lives, and create a community of impact.

A reimagined hospitality venture rooted in inclusivity, the club delivers exceptional programming, elevated food and beverage, refined design, best-in-class service, and philanthropic engagement.

As we enter our next stage of growth—including the relaunch of The Quin Guest House—business development is central to expanding our reach, diversifying our membership base, and strengthening long-term commercial sustainability.

POSITION OVERVIEW

The Assistant Manager of Member Relations primary focus will be on Member Experience, member engagement, special requests and experience at The Quin. They will perform works directly related to the member experience which positively impacts member retention and member satisfaction. They will be responsible for handling member communication with 300+ members account to ensure satisfaction and foster nominations. This person needs to be highly organized, poised and personable and a resourceful self-starter and problem solver. Client-facing experience and the ability to appropriately represent this high-end club to influential clientele.

PRIMARY RESPONSIBILITIES

Results-driven individual who is focused on presenting a best-in-class member experience and seamless execution. 

• Member Engagement: Proactively engage with members throughout the club through the Account Management and Member retention goals.

Engage with members in a variety of settings, from representing the team at programming or specific member engagement/introduction events, lead tours, circulate within the club as an ambassador ensuring a memorable experience and to mitigate and resolve issues before they emerge. This will include evening, weekend and holiday shifts.

• Account Management: Personally, be responsible for 300+ member households on an ongoing basis to ensure satisfaction and engagement. 
• Tour Program: Assist engagement and recruitment in conducting tours for both current and prospective members. This includes the management of the content and training the new team members on the tours. Support account management program in ROI and current member satisfaction and engagement. Optimize and implement the optimal cadence for this program to ensure success with continual learning from feedback surveys and data analysis.
• Brand Ambassador: Represent the membership team at key Programming and Membership Engagement events. Act as a key day-to-day point of contact for members in the club. Proactively engage with members throughout the club
• Nominations: Proactively engage with members and prospective members to secure nominations and guide both the members + their nominees through the application and interview process.
• Member Relations: Manage successful implementation of all special requests, and amenity program in accordance with the account management program and department’s standards and procedures. 
• Maintain strong community relationships to ensure that The ‘Quin House remains top of mind for potential members who meet the established criteria for the Club.
• Ensure that onboarding cohorts are reflective of the mission and vision of The ‘Quin House.
• Respond to member requests and special needs in an attentive, courteous, and efficient manner. Follow up to ensure member satisfaction. 
• Monitor all VIP and special member requests on behalf of the membership team. Assist Manager of Membership Engagement in designing, implementing and executing the amenity / surprise and delight program.
• Track upcoming dining reservations, identify VIP visits to tailor a special arrival experience, anticipate their needs and enhance member experience.
• Answer high volumes of emails with questions about the club, membership process and club rules.
• Anticipate member’s needs whenever possible and coordinate follow-up with appropriate departments. 
• This role will work closely with the Quin Ambassador team to support and assist in resolving member complaints and enforce club rules.
• Assist in continuous maintenance of detailed member database; add preferences, incidents, comments, and special needs information appropriately in the system(s). 
• Perform additional tasks and duties as requested/ assigned 

WORK ENVIROMENT/PHYSICAL DEMANDS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear, sit, stand, and ascend and descend multiple flights of stairs. This position will frequently require the ability to stand, walk; sit; use hands, including shaking hands and interacting with others, and reach with hands and arms, as well as balance; stoop, kneel, crouch, or crawl and taste or smell. The employee must be able to occasionally lift up to 10-20lbs. This role is highly market-facing and requires regular time on-site, in the community, and with external partners. Flexibility is expected to support sales meetings, tours, guesthouse site visits, and relationship-building events.

WHO WE ARE LOOKING FOR

• 5+ years in a client facing role in hospitality industry 
• Results-driven individual who is fearless about execution and is not afraid to dig into the details
• Excellent written and verbal communications skills
• A strong team player who supports their team and embraces ownership, accountability, and responsibility for the team’s work
• Ability to work nights, weekends, and holidays.
• A demonstrated understanding of the luxury hospitality experience: Rooms, Food & Beverage, Administrative experience ideal.
• Proficient with Microsoft Office (Word, PowerPoint, Excel) and Outlook
• Experience with CRM Platform a plus
• High school diploma or equivalent required; Bachelor’s degree a plus