Membership & Events Manager

Salary Range: $83,620 – $85,261 based on experience

Position Description:

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 stan