Job Description

The Role

At Zero Bond at Wynn Las Vegas, a membership manager is responsible for directly building and defining the local membership community to ensure the membership culture and experience are maximized. They will manage their time to handle recruitment and outreach, retention and member inquiries and on the floor face time with members and their guests.

You will be a direct link between our members and operations, acting as a voice for our members. An integral aspect of the role is developing relationships and understanding the member community, their mindset and needs, consistently being present and available on the floor, essentially dividing presence across morning, noon, and night.

A membership manager will report into the Executive Director of Membership for the club, ensuring membership targets are achieved and that the overall experience within the Club is consistently high quality, friendly and memorable. They will work cohesively with their peers in events and content to deliver the best possible experience for all who enter our Houses.

The Responsibilities

• Foster events and experiences that maintain the Zero Bond culture and promotes member engagement
• Maintaining Zero Bond’s standards and Club rules
• Act as the face of the Club to members and be available to respond positively to all inquiries and needs of our guests and ensure timely resolutions to any issues they may have
• Daily evaluation of membership applications and updating members profiles as necessary; competent on PeopleVine platform where applications are held
• Schedule and host member introductions to Club rules and amenities
• Liaise when necessary to resolve any issues with cards, payments or applicant paperwork
• Monitor atmosphere and ambience; ensure that the service and attention our members and guest receive starts at reception and is consistently of top quality throughout their visit
• Work regular weekly floor shifts, producing a nightly report detailing the profile and atmosphere of the club and observations
• Host meetings, dinners and events for and with members to ensure consistent connection with the membership
• Maintain a close relationship with Zero Bond’s nominating committee, including producing & setting up regular (quarterly or more frequent) nominating committee membership meetings
• Partner with all internal stakeholders by communicating and engaging all areas of the operation to support the member experience, including the marketing, food and beverage, finance, people and development and IT teams
• Address membership enquiries quickly and efficiently and arrange follow up meetings when necessary
• Collaborate with the Executive Director of Membership to support member retention YOY, reducing attrition and increasing renewal ratios as agreed to budget
• Gather feedback about the club (levels of service, facilities and member perceptions) as well as participate in delivering solutions that can manage expectations and support a better experience
• Manage service recovery in tandem with the F&B team

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified.

Qualifications

• Must have a minimum of 3+ years of experience in a leadership role in an exclusive luxury environment (i.e., private club, luxury resort operations, VIP services, villa/butler services, etc.)
• Must be able to work a flexible schedule based on the needs of Zero Bond to include peak business periods, weekends, and holidays
• Professional, tactful & well-versed in conflict resolution
• Spirited, enthusiastic, and sociable energy
• Calm demeanor under pressure
• Strong written and oral communication skills
• Worked or passionate about the creative and business industries
• Versed in hospitality or have a client relations background
• Excellent computer skills
• Ability to multitask
• Must be able to work on your feet for extended periods of time
• Fast paced movements are required to go from one part of the club to others

Additional Information

Wynn Resorts is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Wynn Resorts does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.