Guest Experience Manager – Hospitality Background Preferred

About the role

We are seeking a Guest Experience Manager to lead hospitality‑driven member experiences across all touchpoints of our Society Sport Center. Reporting to the Club Manager, you will work closely with the Sales Manager to ensure first impressions, ongoing engagement and service recovery are consistently excellent.

Key responsibilities

• Own the first‑impression experience for members and guests, delivering a warm, professional and personalised welcome.
• Build and maintain meaningful relationships with new, long‑term, high‑value and at‑risk members to drive engagement, loyalty and retention.
• Handle member feedback, concerns and complaints, ensuring prompt, empathetic resolution and effective service recovery.
• Coach front‑of‑house teams, provide real‑time feedback and support training initiatives to uphold hospitality‑level service standards.
• Act as Duty Manager when required, overseeing daily operations, cleanliness, safety and compliance with health & safety procedures.

Required profile

• Proven experience in a hospitality or guest‑experience leadership role, preferably within fitness, wellness or lifestyle environments.
• Strong background in customer service, guest relations or front‑of‑house management, with experience managing VIP or long‑stay guests.
• Excellent interpersonal and communication skills, with the ability to handle complaints and service recovery confidently.
• High emotional intelligence, attention to detail and a member‑centric mindset.