Sarah Oneil

About Sarah Oneil

Dynamic hospitality executive with nearly two decades of experience delivering exceptional, relationship-driven service in the luxury travel and club membership space. As Vice President of Member Services, I lead with a passion for creating unforgettable member experiences while driving operational excellence and organizational growth.I specialize in building authentic, genuine connections that foster loyalty and long-term value, while empowering teams to innovate and perform at the highest level. My leadership approach combines strategic vision with hands-on execution, partnership, and ensuring that every initiative enhances member satisfaction and strengthens the business.Core Strengths & Expertise:People Leadership & Development: Inspiring and mentoring high-performing teams to deliver 5-star service.Member Experience Strategy: Designing programs that elevate engagement, retention, and advocacy.Operational Excellence & Process Optimization: Streamlining workflows and implementing scalable systems for efficiency and quality.Change Management & Organizational Growth: Leading transformation initiatives that align with strategic goals and drive measurable impact.Financial & Strategic Planning: Budgeting, forecasting, and aligning resources to maximize ROI and member value.Customer Service & Relationship Management: Building trust and loyalty through personalized, authentic relationships and high-touch experiences.

Experience

1. Vice President, Member Engagement

   Exclusive Resorts

   Nov 2021 — Present · Denver, CO, US

   As Vice President of Member Engagement, I lead a team of 65 talented professionals dedicated to delivering world-class experiences for our members. Under my leadership, we consistently achieve industry-leading satisfaction scores—averaging 4.97 out of 5—while driving exceptional business results.I oversee $165M in annual membership renewals, maintain an outstanding 99% membership retention rate, and the team generates $40M annually in membership upgrades and extensions. These results reflect a relentless focus on member relationships, operational excellence, and strategic growth.My role combines people leadership, customer experience strategy, and business performance management. I am passionate about empowering teams to deliver personalized, high-touch service that strengthens loyalty and creates measurable impact for the organization.

Education

• University of Denver

  BSBA, BSBA Hotel, Restaurant, & Tourism Management & BSBA Marketing