Clubs
Member experience for private members' clubs
For owners and operators of private members' clubs and club lounges, and for principals who host at their clubs. Nadine ran Fairmont Gold and the Rotana Rewards Select programme, both built around recognising members.
Services
Member experience standards
What every member should feel at each point of a visit.
Member journey mapping
From application to the hundredth visit.
Membership tiers and recognition
How the club knows, thanks and rewards its members.
Front-of-house training
Online training for reception, member services and lounge teams.
Pre-opening plan
Procedures, hiring and training for a new club or lounge.
Mystery member visitMystery visit
An anonymous visit and a written report.
Experience
Nadine was Select Programme Manager for Rotana Rewards in Abu Dhabi from 2015 to 2017 and Fairmont Gold Manager at Fairmont Amman from 2017 to 2018, both programmes built around recognising members.
- Trained at Hotel Institute Montreux and Les Roches
- A career at Four Seasons, Fairmont and St. Regis
- A confidentiality agreement before the first conversation
How it works
Most of the work happens online. This is how an engagement runs from the first call.
A private conversation
A video call with you or your representative about the household, the occasion and the standard you expect.
A remote assessment
A guided video walk-through of the residence or yacht, or a written brief for an occasion.
A written plan
Scope, timeline, deliverables and fees, agreed in writing before any work begins.
The work, online
Training, plans and supplier negotiations run by video, phone and email, with a short written update each week.
Present when it matters
Nadine travels for the day of an occasion or the first week of a new team, as agreed in the plan.
Questions
- What are member experience standards?
- A written description of what every member should feel at each point of a visit, from arrival to departure, with the standards each team works to.
- Can Nadine help open a new club or lounge?
- Yes. A pre-opening plan covers procedures, hiring and training for the reception, member services and lounge teams.
- What is a mystery member visit?
- An anonymous visit to the club followed by a written report for the owner or operator.
Other services
- HomesFamily residences
- ApartmentsCity apartments and pieds-à-terre
- EstatesCountry houses and estates
- VillasSeasonal villas by the sea
- ChaletsAlpine chalets for the winter
- YachtsInterior service on board
- JetsPrivate aviation and travel
- EventsWeddings and private occasions
- Family OfficesOne standard across every house
Arrange a private conversation
Tell Nadine a little about the household or the occasion and she will reply personally. Conversations in Arabic or English.