Member Experience Manager – Cotino®, A Storyliving by Disney®

As the Member Experience Manager for Cotino®, A Storyliving by Disney®, you will lead a team of Lifestyle and Member Services Cast Members responsible for delivering exceptional concierge-style service, and the planning and execution of a diverse range of programs and events with the club. You will be a key stakeholder in connecting lifestyle activities, health and wellness, and aquatic experiences, along with safety to enhance the overall Member and Cast experience. You will oversee and orchestrate all aspects of the day-to-day operation, leading hourly employees and managing ongoing logistics, all while making informed decisions that will lead to personalized experiences for our members, considering the overarching goals of the business including service excellence and financial targets. You will be responsible for managing staffing and ensuring that we have sufficient communication channels available to our Members, including in-person, phone calls, chat function, email, and potentially in-app messaging while working across multiple teams. This role is based on site in Rancho Mirage, California and will report to the Senior Manager, Club Operations & Member Experiences. Responsibilities • Demonstrate a passion for guest service with ability to exude genuine hospitality for a dynamic Guest audience consisting predominantly of individuals with a high level of repeat visitation • Exhibit an understanding of the unique components that are inherent in a private club environment, managing the distinct relationships that are built as a result of ongoing repeat visitation, while setting appropriate expectations and levels of accountability amongst the team • Manage membership operations, including application processing, onboarding, account auditing, billing coordination and reconciliation, support of inbound and outbound member communications, timely resolution of requests, and consistent application of club policies and standards • Coordinate operational readiness and guest experience for the Parr House, including maintenance, housekeeping, reservations, and arrival-to-departure Member support • Lead Lifestyle operations, including recreation calendar planning and…