Membership Sales Manager

About Us

Don't meet every single requirement of this job? At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information. You may be the perfect candidate for this or for other roles within our organization!

We value U.S. military experience and invite all qualified military candidates to apply.

Overview

POSITION EXPECTATIONS AND RESPONSIBILITIES:

Membership Sales & Lead Generation:

• Proactively identify and generate qualified leads through outbound prospecting, referral programs, club hosted events, hotel guest conversations, targeted campaigns, and community engagement.
• Establish and maintain a consistent pipeline of potential members using CRM tools and data-driven outreach strategies.
• Conduct personalized prospect consultations, tours, and follow-ups that highlight the unique benefits of club membership.
• Present membership packages clearly and confidently, guiding prospects through the decision-making process.
• Track and report sales performance metrics, lead sources, and conversion rates on a weekly and monthly basis.
• Collaborate with the marketing/communications team on campaigns and initiatives that drive qualified leads.
• Collaborate with local vendors, real estate agents, schools to develop leads and attract new prospects.

Member Onboarding & Orientation:

• Design and implement a structured and high-touch onboarding process for each new member.
• Schedule and lead new member orientation sessions that introduce the Club's amenities, services, programs, and key personnel.
• Partner with department heads (racquets, fitness, aquatics, F&B, wellness) to integrate new members into areas aligned with their interests.
• Work closely with department leaders to seamlessly introduce new members to club programs and services.

• Facilitate personal introductions between new members and staff, committees, or other members to encourage early social connection and engagement.
• Monitor early engagement to support retention and encourage deeper involvement. Conduct follow-up calls and check-ins.

Member Experience, Relationship Building & Retention:

• Build strong relationships with both prospective and current members to understand their interests, preferences, patterns, and enhance their club experience.
• Act as the primary point of contact for all membership-related inquiries, feedback, and service resolutions.
• Serve as a visible, approachable presence at club events and social functions.
• Collaborate with the Member Services team and programming departments to proactively recommend relevant events, classes, or groups.
• Identify at-risk members based on activity levels or feedback and initiate retention strategies accordingly.
• Serve as a consistent and approachable presence at key club functions, acting as a liaison for both prospective and current members.
• Maintain detailed member profiles to support personalized service and targeted communications.

Event & Prospect Engagement:

• Plan and execute targeted membership events, referral programs, and open houses.
• Attend club events as a representative and ambassador of the Club and host prospective members.
• Coordinate with the events and F&B departments to deliver compelling experiences that showcase the club's lifestyle offerings.

Sales Administration & Reporting:

• Maintain accurate membership records, applications, agreements, and reporting documents.
• Track sales performance, lead sources, tour conversions, and member satisfaction metrics.
• Assist with developing and maintaining all sales tools including rate sheets, promotional materials, communication templates and tour packets.
• Coordinate with hotel and resort staff to convert guests and short-term visitors into long-term members.
• Monitor capacity levels across membership categories and suggest action plans when nearing capacities.
• Analyze membership trends and develop strategies to support growth and retention goals.
• Stay informed on market conditions, competitor clubs, and industry benchmarks.
• Provide regular updates to the General Manager and Director of Operations on membership performance, opportunities, and challenges.
• Recommend creative membership campaigns, referral incentives, or trial programs to drive interest and engagement.
• Assist with pricing reviews, dues adjustments, and strategic membership campaigns.

Collaboration & Cross-Departmental Support:

• Work alongside tennis, fitness, aquatics, and social programming teams to stay informed about offerings and promote them to new and existing members.
• Partner with hotel/resort management to create cross-promotional opportunities and packages that highlight membership value.
• Collaborate with marketing and communications to align messaging and ensure brand consistency.

Professionalism & Club Culture Alignment:

• Exhibit a polished, professional presence with excellent verbal and written communication skills.
• Uphold the club's values and commitment to hospitality, discretion, and personalized service.
• Maintain confidentiality, sound judgment, and integrity in all member interactions.

PERFORMANCE FACTORS:

• Sales Growth & Participation:Consistently design and implement targeted sales initiatives to drive increased participation from both members and guests. Track key metrics to evaluate program success and make timely adjustments to maximize conversion and engagement across all offerings.
• Member Satisfaction & Retention: Foster a dynamic, inclusive club culture that promotes strong member loyalty and long-term retention. Leverage surveys, direct feedback, and behavior data to evaluate satisfaction and implement enhancements that elevate the overall member experience.

• Event Attendance: Attend club events as a representative and ambassador of the Club and host prospective members. Provide detailed feedback.

• Innovation & Strategic Growth:Introduce new and creative sales strategies that align with industry trends and member interests. Utilize technology and digital tools to enhance registration, scheduling, and member engagement.

• Attendance/ Punctuality and Dependability: Depended upon to report to work at the scheduled time, is seldom absent from work, and keeps unplanned absences to a minimum. The Employee follows company policy of reporting/planning absences and going through the correct channels to request time off. Completes work in a timely, accurate and thorough manner, is conscientious about assignments and deadlines.
• Teamwork and Flexibility: Ability to help and share knowledge or expertise with others. Responds and adapts positively to new ideas, requests, and/or changing situations. Provides meaningful feedback and responds well to constructive criticism.
• Communication and contact: Communicate effectively both verbally and in writing with superiors, colleagues, and individuals inside and outside the company. Presents information and expresses ideas in a clear, concise, and in a well-organized manner; demonstrates grammatical prose when drafting letters, memoranda, and other forms of written communication. Listens attentively and provides appropriate feedback to ensure understanding.
• Relationships with Others: Provides cooperative, responsive, and courteous service to clients and staff. Exhibits a professional and courteous demeanor and responds positively, yet quickly to special requirements or circumstances; works to maintain constructive working relationships.

• Initiative and Productivity: Initiates work activities, seeks responsibility, and makes efforts to improve knowledge and skills. The Employee thinks along original lines, finds new and effective ways of doing jobs, and makes suggestions for improvements. The volume of work consistently done in relation to the volume considered to be a standard requirement of the job. Accuracy, attention to detail, thoroughness, and neatness.

• Judgment and Analytical Ability: Seeks clarification when unsure. Knows when to consult and when to act independently. Keeps supervisor informed of status and potential problems. Correctly determines work priorities and treats confidential information appropriately.

QUALIFICATIONS:

• Skills:

• Actively Listening - Give full attention to what managers, supervisors, coworkers, and clients are saying, taking note to understand the points being made, asking questions as appropriate. Determine the needs of your clients by actively listening to provide an exceptional product and experience.
• Speaking - Clearly communicate with managers, supervisors, and colleagues. Clearly communicate with clients to produce a great product and experience.
• Time Management - Manage the time you have with your clients/group to deliver an effective product in the time provided. Efficiently manage the time you have on assigned tasks.
• Critical Thinking - Follow safety protocols. Make sound decisions regarding safety issues related to weather, changing conditions, animals, and client behaviors.
• Abilities:
• Oral Expression - The ability to communicate information and ideas in specific terms that others will understand.
• Problem Sensitivity - The ability to recognize that there is a problem and determine the best course of action to remedy the issue; whether handling it yourself or notifying a supervisor or manager.
• Written Comprehension - The ability to read and understand information that is presented in writing.
• Oral Comprehension - The ability to listen to and understand information as it is presented through spoken words and sentences.
• Communication - Ability to communicate and work with a variety of ages and skill levels.
• Teamwork- The desire and ability to work in a cooperative, team-oriented atmosphere.

• Education and Experience:

• Bachelor's degree in business administration, marketing, hospitality management, or a related field required
• 5+ years of progressive sales experience, ideally in luxury lifestyle, private club, hospitality, or sports-related industries.
• Preferred Experience with CRM platforms, lead tracking systems, and digital marketing tools to support sales initiatives and engagement strategies.
• Excellent interpersonal, presentation, and written communication skills, with a customer-centric and results-driven approach.
• A strong background in event sales, membership sales, or partnership development is highly preferred.

Compensation

Benefits

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.