Membership & Events Manager

Salary Range: $83,620 – $85,261 (Based on Experience)

 

The Membership & Events Manager oversees the Membership experience for The Club at Sensei Porcupine Creek from the prospect phase through to ongoing member engagement. This individual is also responsible for the guest experience of groups and VIPs. This role involves planning and guiding member, group, and VIP guest experiences by collaborating with the Sensei Team to plan and execute requests both before arrival and throughout the visit. The Membership & Events Manager will be the primary point of contact, greeting members, groups, or VIPs upon arrival, and the last to bid them a fond farewell. They will provide highly personalized service throughout the visit and offer primary support for group and member events - working closely with all operational departments to ensure smooth day-to-day operations.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide leadership and strategic direction for The Club at Sensei Porcupine Creek, participating in the planning and implementation of both long and short-term business plans related to the overall club growth and success.

• Work with the Director of Golf to ensure all rules and regulations governing the Sensei Porcupine Creek Golf Course usage are followed, as well as The Club at Sensei Porcupine Creek Membership Agreement.

• Maintain and promote a superlative professional image within the community, attending community events, sales efforts, golf, or other related functions as needed.

• Organize and monitor member, group, VIP, and sabbatical guest profiles and directories.

• Demonstrate a strong ability to master technology, using systems such as Microsoft Office, Opera, Alice, B4T, Micros, Opentable, and Sensei proprietary software.

• Oversee the VIP guest experience through reservation, inspections, arrival and departure services, and overall communication.

• Develop and implement strategies to enhance member engagement, retention and satisfaction.

• Assist with the development and execution of exclusive member events, social gatherings and activities. 

• Create cohesive BEOs and Group Resumes or itineraries for members, groups, VIPs, and sabbatical guests, which are shared with the Sensei team during the planning stage and continuously updated as changes occur.

• Ensure all Group Resumes are in accordance with the signed contract, including an overview and schedule of the group and its objective, details of the meeting agenda, AV requirements, VIPs, billing, wellness itinerary, and amenity requests.

• Host Resume, BEO, or rider review meetings with operating teams to ensure understanding.

• Plan group dining events, including assistance with menu and beverage selection, decorations, entertainment, audiovisual, and any outside event company setup.

• Coordinate any special requests and dietary restrictions with the culinary team.

• Communicate last-minute changes in group functions to retreat team members; ensure accurate and satisfactory follow-up on any requests. 

• Obtain rooming lists, establish billing, oversee group room blocks, welcome VIPs in person, oversee amenity requests, handle on-site event logistics, coordinate outside vendors, and enforce group contracts.

• Support department leaders in training operational teams, including but not limited to experience specialists, golf operations, tennis operations, and food & beverage.

• Conduct site tours for travel agents, VIPs, potential members, meeting planners, and media.

• Act as the liaison between Sensei and the meeting planners for group or VIP stays, beginning at pre-arrival and following up post-departure. 

• Coordinate and communicate day-of event schedules for groups, media, and travel agents.

• Coordinate with the marketing team to plan media stays; create and execute any media or travel agent site alerts to the operations team.

• Coordinate with meeting planners to conduct pre-conference reviews, including the introduction of department heads, an overview of events, an overview of itineraries, and guest arrival/departure manifests.

• Compile any cancellation or attrition charges for the group. Conduct post-conference reviews, including the presentation of billing and accurate closing of the PM account.

• Send thank you notes and gifts at the close of every group stay, gather feedback, and follow up accordingly to maximize return business.

• Assist the operations team as needed, including the experience desk with any VIP guest requests or any travel agent requests, or food & beverage with special dietary requests.

• Serve as the Manager-on-Duty when resolving any guest opportunities as needed: troubleshooting, resolving, and upholding the highest guest service standards. Taking ownership to ensure guest issues are recovered to the fullest extent.

• Ensure the confidentiality and security of all guests.

• Perform all job duties in a safe manner and abide by all safety policies and procedures.

• Adhere to all company and departmental guidelines.

• Demonstrate warmth and sincerity in all interactions.

• A passion for delivering exceptional guest experiences.

• Maintain a professional and welcoming demeanor in both verbal and nonverbal communication.

• Maintain impeccable grooming and personal hygiene at all times, adhering to Sensei grooming guidelines as directed.

• Uphold Sensei values in daily practices.

• Successfully complete all training and certifications needed for the position.

• Report all faulty equipment, supply needs, maintenance needs, safety hazards, injuries, and other concerns immediately to your supervisor.

• Leadership – Maintain a positive, upbeat attitude, promote and exemplify company values, and represent departmental objectives and interests to internal and external customers.

• Ability to remain calm and composed in high-pressure situations.

• Customer Service – Follow up on complaints, questions, and concerns; respond to internal/external customer needs in a friendly, timely, and efficient manner.

• Teamwork – Develop and promote teamwork and cooperation among co-workers.

• Safety – Comply with established safe work practices and attend to all safety-related training provided or made available by the company. 

• Due to the intimate nature of the resort with a limited number of guests on property, assist teams laterally across all departments to lead a seamless guest flow throughout the different resort spaces.

• Perform other tasks or duties as assigned by the Director of Sales & Events and the General Manager.

 

QUALIFICATIONS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

• Bachelor's Degree in Hospitality, Event Planning, Operations with an interest in health and wellness or comparable experience preferred.

• Experience working at a front desk, hotel concierge, food & beverage and/or Event operations

• Knowledge or certification in nutrition, fitness, or massage modalities a plus

Requirements

• Experience in computer, reservations, and itinerary systems. Literate or quick to master software programs such as Microsoft Office, Opera, Alice, B4T, Micros, Opentable, and Sensei proprietary software

• High commitment to guest satisfaction and service including maintaining a courteous and professional manner and a positive attitude, exhibiting a willingness to help, and promoting positive interactions with guests. 

• Incredibly organized, with ability to communicate effectively with guests and co-workers through verbal and written methods.

• Ability to pay close attention to detail with minimal supervision.

• Ability to proactively sell products and services.

 

About Sensei: 

Founded by Dr. David Agus and Larry Ellison, our ecosystem of products and experiences is designed with one intention: to empower you to grow well and lead the world toward greater wellbeing.Based on Dr. Agus’ philosophy, Sensei believes we can guide our guests to greater wellbeing by offering experiential movement, rest and nourishment classes and programs. The launch of the Retreats wellness brand took place on Lana’i, Hawaii in partnership with Four Season’s lodging and food offerings by Nobu.  In this location, Sensei Porcupine Creek, Sensei is operating the lodging operation, as well as world-class golf, tennis, spa, fitness, movement, nutrition, meditative, enrichment and body assessment facilities. In addition, Sensei will run the F&B operation, as part of a licensing agreement with Nobu. Sensei programs and continuing learning sessions are high-touch, evidence-led and supported by the latest technology.  You can read our story here.

 

Traits We Value

• Commitment to a healthier living environment and embracing the Sensei Way and philosophy espoused and science identified in Dr Agus’ teachings and writings
• Collaborative mentality and the ability to recognize how to get things done as a team
• Self-confidence and composure to accept critique, process it, and apply the learnings to improve
• Resourceful and adaptable, understanding that a big idea can come from anywhere
• Open to learning, developing new skills and professional experiences
• Loves a good challenge 
• Resourceful and adaptable 
• A strong sense of curiosity 
• Embraces feedback and constantly seeks to improve 
• Collaborative and knows how to get things done as part of a team 

Compensation & Benefits

• Competitive wage  
• Benefits commensurate with company policy for position
• Medical, dental, and vision insurance 
• 401k and FSA plans 
• Educational reimbursement
• Wellness benefit
• Employee events and recognition programs

 

 We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, sex (including gender identity or expression; pregnancy, childbirth, or related medical conditions), sexual orientation, age, religion, color, ancestry, disability (including association or relationship with an individual with a disability), marital status, National Guard obligation, genetic test results, arrest and court records, reproductive health decision, domestic or sexual violence victim status, breastfeeding requirements, assignment of Income for child support obligations, or credit history or report.