Role Summary :
Join our team as the Membership Manager for Solage, serving the needs of the business, our guests, and our colleagues by supporting all day-to-day operational aspects of the Solage membership community. :The Membership Manager at Solage supports all day-to-day operational aspects of the Solage membership community. Acting as the day-to-day liaison for members, the Membership Manager will drive forward the strategy to acquire and retain members and the ongoing evolution of the Solage Membership Program. As an ambassador for Solage, the Membership Manager will establish an exclusive membership base, build strong face-to-face guest relations and manage an effective retention program, while driving and delivering Solage’s brand standards. The Membership Manager reports to the Director of Spa & Wellness.

Core Responsibilities :
Please note that this is not an exhaustive list of everything that needs to be done! Within the Auberge family, our people always find new ways to look after the business, their guests, and their team-mates. Within this, the key responsibilities for this position are:

Responsible for driving membership application submissions, maximizing all opportunities and meeting or exceeding membership applications and conversion targets as set by and in accordance with the business plan.

Oversee member acquisition, marketing and branding strategy.

Curate and deliver the highest quality member experience for a diverse community through operational and experiential development.

Track key membership metrics, including growth, Club usage, comp set standards, revenue and profitability goals.

Arrange and facilitate appointments for tours with prospective members to sell the benefits and features of Solage.

Host new member introductions. The Membership Manager will introduce all new members to Solage, leading tours, onboarding and taking new members through the by-laws, rules and regulations, guest policies, etc.

Responsible for scheduling periodic check-ins with members.

Manage Membership CRM, inputting and updating prospective member information, tracking all communications and ensuring member preferences are regularly updated on profiles and tracking monthly direct debits / monitoring annual renewals.

Responsible for the administrative closure of the membership sale, ensuring full payment and all appropriate forms are completed.

Ensure that Membership budget is attained or exceeds monthly goals.

Serve as a point of contact for members. Responsible for communication with members on an ongoing basis to assess levels of satisfaction, and, when necessary, escalating to the Director of Spa & Wellness to help fully resolve any member-related issues.

Maintain regular presence at Solage, especially during high volume periods. The Membership Manager must spend time on the floor at Solage, paying attention to how members are utilizing and enjoying the space and supporting all departments in delivering a superior experience.

Must be able and willing to step in and support the spa front desk staff when management team support is necessary.

Collaborate with programming/event managers. The Membership Manager will help facilitate event programming by connecting programming team with interested members and generating ideas for events that would excite, as well as highlight, members.

Manage the member event calendar and event budget, catering, guest list, etc.

Prepare reports on all relevant areas, including renewal, attrition, objective data (i.e., number of applicants on the waitlist) and subjective observations (i.e., service issues, event programming, pricing feedback, member spends, etc.).

Attend and support membership at industry events, offsite activities and weekly programming.

Work as an active ambassador of Solage within the local community.

Participate in local activities.

Skills & Abilities :

Ability to multi-task: telephones, computers and Members that are in front of you. Quick thinking, ability to give clear, concise directions, refer/ recommend activities and services as well as information on resort activities.

Project an approachable and professional image in personal appearance, manner, and demeanor.

Maintain a work environment of cleanliness and organization.

Use professional telephone etiquette in handling internal and external Members requests.

Must demonstrate a cheerful outlook and professional demeanor, serving as an ambassador for the Solage, and encouraging other team members to do the same.

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.

Requires strong communication, organizational, decision-making and interpersonal skills.

Ability to be detail-oriented while maintaining thorough follow-through.

Requires professional demeanor with ability to use independent judgment to handle any Members services matters and needs.

Required Qualifications :

A minimum of two years prior hospitality experience is preferred. Some higher education or vocational training specializing in a luxury setting is desired.

Previous Membership experience preferred but not essential.

Have flexibility to work full time in person with different shifts including but not limited to weekends and holidays.

Ability to demonstrate and model outstanding guest service and communication skills.

Experience solving guest and member issues and creating positive solutions.

Excellent analytical skills.

Excellent writing, speaking, and organizational skills.

Ability to work a flexible schedule, to include weekends and evenings as needed.

Experience in supporting sales and promotion. Ability to identify and understand the Solage Membership and develop programming and events that reflect and anticipate the greater interest.

Ability to work as a team and work independently.

Physical Demands :

Frequent or occasional need to perform the following physical activities: reaching, bending, pushing, pulling, twisting, lifting, and climbing. Have frequent need to perform standing and walking activities related to inspecting property.

Constant need to perform the following physical activities: grasping, turning, finger dexterity.

Occasional need to stand for long periods of time.

Lifting/carrying up to 10 lbs. frequently and 25 lbs. occasionally.

Vision requirements: constant need to view small print. Frequent need to see small details and things clearly beyond arms’ reach.

Hearing requirements: constant need to speak on telephone and/or two-way radio, respond to the general public and converse with staff. Ability to hear fire alarms and emergency equipment.

The starting salary range for this position is $65,000-70,000. This is the pay range for this position that Solage reasonably expects to pay. Decisions regarding individual salaries will be based on a number of factors, such as experience and education.

Our Company :
Auberge Resorts Collection is a portfolio of extraordinary hotels, resorts, and residences. While each property is unique, all share a crafted approach to luxury and bring the soul of the locale to life through captivating design, exceptional cuisine, innovative spas, and gracious yet unobtrusive service. With 21 one-of-a-kind hotels and resorts, with 7 in the announced pipeline, Auberge invites guests to create unforgettable stories in some of the world’s most desirable destinations. Please visit aubergeresorts.com to learn more about our Collection. Follow us on Linked In, Facebook, Twitter, and Instagram: @AubergeResorts and #AlwaysAuberge.

Our mission is to be the best-loved manager of one-of-a-kind luxury properties and experiences. Auberge is a family of intimate, one-of-kind hotels and resorts that define an approachable style of luxury in both product and service that resonates with the curious modern traveler. Passionately local, experience-led, romantic, and stylish, these hotels hum with a vibrancy that is both refined and relevant.

A century ago, Calistoga was a town centered around its bubbling natural hot springs and the beautiful weather of the Napa Valley. Today, it’s a bucket-list destination for ardent wine lovers, foodies, and wellness seekers for its particularly enviable version of the “good life.” Solage was created to reflect its hometown spirit, drawing visitors as well as area vintners who come here after a day in the vineyards to relax over a glass of wine or a craft cocktail and connect.

What Else? :
At Auberge, we are passionate about our mission to be the best-loved operator of one-of-a-kind luxury properties and experiences. We are storytellers and story-makers, delivering simple pleasures and creating unforgettable memories. Born in Napa and inspired by the most relaxing places in the world, we prize simplicity, comfort, and beauty. Whatever role we play in Auberge, and wherever we work, we all live by the view that our core purpose is to enrich people’s lives.

The successful candidate will have a general understanding of Solage, the Hospitality industry and this position.

If you feel that our approach is aligned with your own passions and beliefs, then please talk to us about becoming part of our family.

Auberge Resorts LLC is an Equal Opportunity Employer, M/F/D/V. Auberge Resorts LLC provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Auberge Resorts LLC complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.