Member Services Manager

Overview

Black Desert Resort is located in Ivins, Utah, set against the dramatic red rock and lava field landscape of Southern Utah. The Black Desert Club is an exclusive, members-only environment within the resort, offering private amenities, curated experiences, and high-touch services designed for an ultra-premium membership.

Job Summary

The Member Services Manager is responsible for the overall operational execution, service delivery, and team leadership within the Black Desert Club under the guidance of Director of Members Services. This role oversees daily club operations—including the Member Lounge, concierge services, club programming support, and member-facing amenities—while ensuring that all experiences meet Black Desert Resort's ultra premium service standards.

The Member Services Manager leads a guest-facing team, coordinates cross-departmental workflows, and drives consistency, efficiency, and hospitality excellence throughout the club environment. This role requires polished leadership, strong organizational capabilities, and an ability to anticipate the needs of high-net-worth individuals in a fast-paced luxury resort setting.

Job Specifications

Onsite

Black Desert Resort

Schedule: Year-Round / Full-Time

Pay Range: $68,000 – $75,000/year plus incentive bonus. This is the pay range we reasonably expect to offer for this position. Individual compensation decisions are based on a variety of factors.

Why Join Us

Competitive Compensation & Benefits

Comprehensive health insurance, 401(k) with match, employee dining room, paid time off, wellness programs, and employee free hotel stay program.

Luxury Service Environment

Work directly with an exclusive membership, delivering high-touch hospitality and elevating Daily Club operations.

Leadership Opportunity

Play a central role in shaping member experience, developing high-performing teams, and supporting Black Desert Resort's growing membership program.

Responsibilities

• Oversee daily operations of the Club Lounge, concierge desk, member amenities, and overall member-facing environment.
• Ensure all club spaces meet Black Desert Resort's brand standards for presentation, cleanliness, ambiance, and service.
• Manage staffing schedules, coverage plans, and operational workflows to ensure seamless execution throughout the day.
• Hire, train, develop, and coach Member Services Concierge staff, amenity attendants and other club-facing personnel.
• Conduct daily briefings, service refreshers, and operational walkthroughs.
• Help the Director of Member Services maintain a culture of accountability, professionalism, and ultra-premium service.
• Serve as a point of contact for escalated member inquiries and VIP requests.
• Oversee frontline concierge and membership staff in coordinating reservations for dining, activities, golf, spa, transportation, and special events.
• Help the Director of Member Services build meaningful relationships with members, learning preferences and anticipating needs.
• Partner closely with Food & Beverage, Golf, Events, Housekeeping, Owner Relations, and Front Office to ensure efficient service delivery.
• Assist with the operational execution of private member events, activations, and special programs.
• Support Member Services leadership in implementing new club services, standards, and experiences.
• Oversee member database management, reservation accuracy, and communication workflows.
• Maintain confidentiality and secure handling of member data, contracts, and club documents.
• Monitor club inventory including amenities, supplies, and member experience materials
• Conduct regular inspections of club spaces, refreshing amenities and ensuring readiness for arrival patterns.
• Address opportunities for service enhancement and implement improvements proactively.
• Uphold and model Black Desert Resort's ultra premium hospitality philosophy.
• Other Duties as Assigned
  
  

Qualifications

• Minimum 2-4 years of progressive experience in luxury hospitality, club management, guest services leadership, or similar high-end operational roles.
• Proven experience leading guest-facing teams in a resort, private club, or hotel environment.
• Strong communication and interpersonal abilities with polished, professional presentation.
• High emotional intelligence and the ability to resolve challenges with discretion and poise.
• Strong organizational skills and the ability to lead multiple tasks, requests, and priorities simultaneously.
• Proficiency with CRM systems, reservation platforms, and hospitality software preferred.