Assistant Manager — Membership & Cultural Programming - Fairmont Mumbai and Roswyn, A Morgans Originals Hotel

MEMBERSHIP OPERATIONS

• Own the day-to-day running of the Membership CRM — keeping all the Account pipelines current, accurate, and actioned

• Process new member and Corporate Account applications end to end: document collection, KYC, onboarding, welcome letter dispatch, and membership card issuance

• Track and reconcile member allocations across every benefit — Third Room bookings, Blu Xone vouchers, suite nights, Gold Room bookings — against what each tier is entitled to

• Serve as the first point of contact for member queries, escalating to the Director where judgement calls on benefits or exceptions are needed

• Support renewal tracking and flag lapsing memberships ahead of time

THE THIRD ROOM

• Coordinate day-to-day bookings across the nine named rooms, working with the front-of-house and concierge teams to ensure member allocations, minimum-attendance rules, and billing are correctly applied at the point of booking

• Act as a point of escalation for the floor concierge team on member-specific questions

• Monitor room-mix usage patterns and feed observations back to the Director ahead of periodic allocation reviews

EVENTS & CULTURAL PROGRAMMING

• Support delivery of Roswyn's cultural calendar, including on-the-ground event management

• Coordinate logistics for partner-hosted events at Roswyn (galleries, founder communities, media partners, corporate hosts), working directly with external partners on run-of-show, guest lists, and venue requirements

• Assist with the Artist in Residence programme — scheduling, hospitality coordination, and day-to-day support for the resident artist

• Maintain the Cultural Partnerships & Events Tracker, keeping partner status, next actions, and event details current

CROSS-FUNCTIONAL COORDINATION

• Liaise with Sales, Marketing, and Finance to keep membership collateral, pipeline reporting, and revenue tracking aligned with the Director's direction

• Work with the hotel's IT and front-office teams on system and process issues affecting member experience

• Support the Director in preparing materials for ownership, GM, and Ennismore-level updates

• 1-3 years of experience in hospitality operations, membership/loyalty programmes, luxury retail clienteling, or events management

• Genuinely organised — comfortable owning a CRM, a pipeline, and a run-of-show simultaneously without letting any of them slip

• Strong written and verbal communication; equally at ease drafting a member welcome letter and briefing a partner on event logistics

• A natural comfort with people — members, partners, and colleagues across departments — and the judgement to know when to handle something directly versus flag it upward

• An interest in art, design, hospitality, or cultural programming is a strong plus, given the role's proximity to Roswyn's cultural calendar and partnerships

• Proficiency with standard office and CRM tools; comfort picking up new systems quickly