Hospitality & Membership Manager

Grow and keep the membership at Staccato Vegas, the company's roughly 550-acre experience center in Pahrump, and make every member and guest visit feel like a premium experience. The Membership & Hospitality Manager owns the full member journey, from first inquiry and tour to sign-up, renewal and long-term loyalty, and leads hospitality for members, corporate groups, partners and VIP guests at the Ranch.

Essential Duties and Responsibilities

• Membership sales: Own the membership pipeline for Staccato Vegas, from first inquiry to signed member. Respond to every web form submission, call, walk-in and referral within one business day, log outreach (called, emailed, notes) in the inquiry tracker and CRM, run tours and range visits, and convert prospects into Patriot, Patriot Family, Freedom and Corporate memberships.
• Corporate memberships: Sell and manage Corporate accounts (each roster member has Freedom-level access, guest privileges and the ability to host client events at the Nevada and Texas ranches). Build the roster in the POS, add or remove members as companies scale, and keep account contacts and renewal dates complete.
• Onboarding: Complete a New Member Welcome Call with every new member (why they joined, experience level, firearms owned, preferred disciplines, interest in competition). Send the welcome email and member number, enroll eligible members in Staccato Care, and book their first class or experience.
• Retention, renewals and billing issues: Work the aging report and past-due accounts weekly. Handle pause, cancellation, proration and refund requests personally and quickly, run save conversations before a member cancels, and make sure cancellations and renewals are processed the same way in every system so no member is charged in error.
• Member records and reporting: Keep membership data accurate in the Staccato Hub, the company's source of truth for membership, and in the Celerant POS. Reconcile counts with Finance monthly. Report weekly to the Director of Community & Retail on new members, cancellations, renewals, upgrades, inquiries, conversion rate and event revenue, and supply membership slides for board updates.
• Legacy member transitions: Move remaining legacy members (for example Heritage, National and 368 program members) onto current membership levels, explaining benefits clearly and protecting goodwill.
• Corporate, group and private events: Sell, plan and host corporate outings and private groups (Half Day and full-day HAVOC, Long Range Royalty, Rolling Thunder, Destruction Canyon, Freedom Court, the Mile Shot and private setups). Quote pricing, build itineraries, confirm headcounts and guest details, and manage each booking through Asana and FareHarbor with Range Operations, instructors and food service.
• VIP, partner and industry hospitality: Plan and host visits for VIP guests, manufacturer and industry partners, law enforcement groups and Staccato leadership, including range time, equipment, lunch and transportation.
• Member events and programming: Build a year-round calendar of member-only events (Staccato Range Day, competitions such as SWAT Comp, training days and social events) that gives members a reason to visit often and bring guests.
• Guest experience on site: Own the clubhouse and check-in experience: waivers, guest passes, lunch pre-orders for groups, the member lounge and patio. Know members by name and resolve concerns on the spot.
• Pistol buying experience and retail tie-in: Coordinate with Retail on the Staccato pistol buying experience, member pricing and the member-only Staccato discount, and pass purchase leads to the right team.
• Standard procedures: Write and maintain standard procedures for inquiry follow-up, welcome calls, cancellations and group bookings, and share them with front desk and range staff so members get the same service on every shift.
• Cross-ranch collaboration: Work with the Staccato Ranch Texas membership team, Marketing, Customer Service and Finance to share referrals, align pricing and policies, and run joint promotions.
• Safety and compliance: Ensure every guest completes waivers and check-in, follows range rules and company policy, and that firearm purchases follow federal and Nevada requirements. Escalate any safety or conduct concern immediately.

Required Knowledge, Skills, and Abilities

• Proven record of selling memberships, packages or premium experiences against monthly targets.
• Hospitality instincts: warm, polished and calm with high-value guests, executives and corporate clients.
• Strong follow-through; able to keep dozens of inquiries, events and member issues moving without anything slipping.
• Comfortable with a POS, booking and CRM systems (Celerant, FareHarbor, HubSpot or similar), Asana and Microsoft 365; careful and accurate with member and billing data.
• Able to read a membership report, spot trends in cancellations and renewals, and act on them.
• Clear, professional written and spoken communication.
• Works well with front desk, range and retail teams without direct authority over them.
• Working knowledge of firearms and shooting sports strongly preferred; a genuine interest in the sport and the Staccato brand is expected.

Education and Experience

• High school diploma or GED required; bachelor's degree in Hospitality, Business, Marketing or a related field preferred.
• 3 to 5 years in membership sales, private club or resort hospitality, or event sales.
• Experience at a private club, country club, shooting range or luxury hospitality venue preferred.
• Valid driver's license required. NRA, USCCA or similar firearms certification is a plus.

Key Performance Indicators

• New memberships sold per month, by level, and inquiry-to-member conversion rate
• Inquiry response time (target: within one business day)
• Member retention and renewal rate; monthly-to-yearly and tier upgrades
• Aging report: past-due balances worked and resolved; billing errors and refunds
• Corporate accounts and roster growth; group and event bookings and revenue
• Welcome Calls completed for new members
• Member satisfaction and feedback
• Accuracy of member records in the Staccato Hub and POS

Work Environment and Physical Demands

• Work indoors (clubhouse, office) and outdoors on an active range in desert heat, cold and wind.
• Regular exposure to gunfire noise; hearing and eye protection required on the range.
• Stand and walk for long periods, including on uneven ground, and lift up to 25 pounds.
• Evening, weekend and holiday work is required to support members and events; occasional travel to Staccato Ranch Texas.

General Expectations

• All team members must be U.S. citizens and pass drug screening and background checks
• Positive attitude and a strong work ethic
• Exceptional attendance, reliability, honesty and integrity
• Genuine desire to achieve your very best and improve every day
• Initiative to identify opportunities for organizational improvement and the drive to take action and ownership in helping the organization succeed both by contributing individually and working together as a team