Sr. Membership Relations Manager

Company Description

Delano Miami Beach stands as the flagship of the Delano brand, honoring its iconic heritage while ushering in a refined new era of lifestyle hospitality. Thoughtfully reimagined, the property blends timeless design, elevated dining, and exceptional experiences to redefine the next chapter of this legendary destination.

We are looking for a Sr. Membership Relations Manager to join our team.

Job Description

Under the general guidance of the Director of Membership, the Sr. Membership Relations Manager serves as the connective force between the Membership team and the wider operation of the Delano Members Club. While remaining a warm and visible presence for members, this role exists to ensure that membership is not a department that operates in isolation, but one that is woven directly into programming, food & beverage, and day-to-day operations so that the member voice is consistently heard, championed, and acted upon.

Building on the foundation of the Membership Relations Manager role, the Lead carries elevated responsibility for guiding and mentoring the membership relations team, setting the standard for anticipatory service, and acting as the primary liaison between members and operational leadership. You will partner closely with the Director of Programming, the Food & Beverage leadership, and the Operations team to translate member preferences, feedback, and emerging needs into tangible improvements across the club experience.

This is a role for someone who is equally comfortable creating a memorable moment for an individual member and sitting at the table with operational leaders to shape how the club delivers on its promise. You will help bring the Delano experience to life through thoughtful touches, proactive service, sound judgment, and a genuine commitment to bridging people, departments, and standards.

Qualifications

• Proven experience in hospitality, luxury retail, private clubs, guest relations, concierge services, or a comparable member-facing environment, ideally with experience bridging front-of-house and operations.
• Prior leadership, supervisory, or team-coordination experience, with the ability to mentor and elevate a service-focused team.
• Strong cross-functional collaboration skills, with the confidence to partner with and influence programming, F&B, and operational leadership.
• Exceptional interpersonal and communication skills, with a natural ability to build rapport quickly with members and colleagues alike.
• Warm, welcoming presence combined with strong emotional intelligence and situational awareness.
• Highly organized with excellent attention to detail and the ability to manage multiple priorities and competing departmental needs simultaneously.
• Comfortable working in a fast-paced, evolving environment with shifting member and operational demands.
• Ability to maintain discretion, confidentiality, and professionalism in all interactions.
• Strong problem-solving skills with the ability to anticipate needs, identify root causes, and act proactively.
• Tech-savvy and comfortable using CRM systems and email platforms to capture insight and drive personalization.
• Knowledge of the Miami hospitality, culture, and wellness landscape preferred.
• Familiarity with high-net-worth clientele expectations, etiquette, and service standards preferred.
• Fluency in additional languages preferred.
• A proactive, collaborative mindset with a passion for hospitality, member engagement, and operational excellence.
• Ability to maintain compliance with industry standards and brand guidelines.
• Ability to stand or walk for extended periods, and to lift and carry objects as necessary.
• All team members must maintain a neat, clean, and well-groomed appearance. Specific department uniform guidelines and/or required articles of clothing will be explained by your supervisor.

Additional Information

All your information will be kept confidential according to EEO guidelines.