Membership Manager Los Cabos

Key Responsibilities

• Adhere to Mystery Shopper guidelines and all service standards.
• Attend work as scheduled, maintaining a professional appearance in accordance with management dress code standards.
• Maintain professional relationships with all colleagues, members, guests, and visitors.
• Demonstrate a positive, service-oriented attitude towards guests, visitors, and members, responding proactively to their needs and ensuring timely resolution of any issues.
• Communicate effectively with other departments regarding daily activities and operational matters.
• Maintain a safe, clean, organized, and fully stocked work environment.
• Implement, monitor, comply with, and enforce all company policies, procedures, and standards, as well as applicable local, state, and federal regulations.
• Play a central role, under the guidance of the Head of Membership and Membership Director, in maintaining and managing a Membership Committee of approximately 25 members representing key creative industries, with balanced representation across gender, age, experience levels, and geographical backgrounds.
• Schedule, organize, and chair Membership Committee meetings approximately every three months throughout the year to review, discuss, and evaluate all new membership applications as a group, ensuring an appropriate number of suitable members are approved to meet budgetary targets. Additionally, gather both positive and constructive feedback regarding the House’s development, service levels, facilities, and overall member perception.
• Ensure Membership Committee members remain productive in generating high-quality membership applications through regular communication, reminders to submit forms prior to meetings, and ongoing participation in application approvals. Address underperformance through direct conversations and refresh committee membership when necessary.
• Oversee the daily management of the Membership Administration team. Act as a liaison when necessary to resolve issues relating to membership cards, payments, applicant documentation, or administrative matters.
• Closely monitor member resignations and cancellations, recording reasons and personally contacting members when appropriate. Ensure valued members leaving for financial reasons are offered the opportunity to place their membership on hold whenever possible.
• Maintain a consistent presence within the House, serving as the “face” of the House for members. Whenever possible, personally meet all new members, explain the role of the Membership team, and encourage ongoing communication and engagement.
• Actively participate in the development and execution of the member events programme, helping ensure events are effectively planned by the Member Events Manager and clearly communicated by the Communications team. Encourage member involvement in events, collaborations, and the development of new event formats.
• Work closely with members to ensure they understand and adhere to House rules, particularly those relating to drug use within the House. Where necessary, issue warnings and, in more serious cases, suspensions or membership terminations for major violations or disrespectful behaviour towards staff.
• Establish and maintain processes through which House staff can report members who regularly behave inappropriately or bring guests who do not align with Soho House values and community standards. Assess such cases during membership renewal periods to determine whether those members continue to be an asset to the House.
• Promote membership directly to suitable prospective members through House tours and curated guest-list access, providing opportunities to experience the House and community.
• Attend events, parties, launches, and social gatherings within the local creative and club scenes, developing relationships, building networks, and promoting the House, its facilities, and membership opportunities.
• Facilitate access for visiting VIPs, public figures, and celebrities, as well as a limited number of invited guests, ensuring they receive exceptional service and enjoy their experience as guests of the House.
• Play a key role in creating and managing guest lists for major events both on and off property, ensuring appropriate access for members, VIPs, and invited guests.
• Train management and operational teams on identifying and generating potential membership candidates, as well as sourcing prospective Membership Committee members. Ensure all recommendations are properly reviewed through the committee process.
• Perform any other duties assigned by the Supervisor, Head of Department, or Manager.

The responsibilities listed above are illustrative and not intended to be exhaustive.

Experience & Requirements

• 4+ years of relevant experience with a proven track record of leading a professional, efficient, high-quality, service-driven operation.
• Minimum of 2 years of management experience.
• Extensive local knowledge of the city. Strong understanding of the local cultural landscape and an established personal network across industries including film, television, music, media, hospitality, food and beverage, and related creative sectors.
• Flexible schedule, including availability to work weekends and public holidays, as well as the ability to travel and attend various social and networking functions throughout the region.
• Sophisticated communicator with excellent interpersonal, problem-solving, listening, and communication skills, combined with a strong record of performance.
• Creative, charismatic, and confident individual with a deep understanding of the local market and creative community.
• Experience working with high-profile individuals, celebrities, and large-scale or high-visibility events.