Guest Experience Manager – Member Hospitality

About the role

The Guest Experience Manager is responsible for delivering an exceptional, hospitality‑led experience to members and guests across all touchpoints of the club journey. Working closely with the Club Manager and Sales Manager, this role safeguards first impressions, ongoing engagement and service recovery to drive retention and brand advocacy.

Key responsibilities

• Own the first‑impression experience for members and guests entering the club, ensuring a warm, professional and personalised welcome.
• Build meaningful relationships with new, long‑term, high‑value and at‑risk members to enhance engagement, loyalty and retention.
• Proactively gather verbal and written member feedback, act on insights and support renewal or cancellation‑save conversations in partnership with the Sales team.
• Handle member feedback, concerns and complaints promptly, empathetically and in line with service standards, escalating high‑risk issues when necessary.
• Coach front‑of‑house teams to deliver hospitality‑level service, providing real‑time feedback and supporting training initiatives.
• Act as Duty Manager when required, overseeing daily operations, cleanliness, safety, opening and closing procedures and coordinating with the ROM on facility issues.

Required profile

• Strong communication and interpersonal skills with a customer‑focused mindset.
• Ability to build and maintain relationships with diverse member groups.
• Proactive problem‑solving attitude and capacity to manage service recovery.
• Leadership qualities to coach teams and reinforce service standards.
• Attention to detail and commitment to maintaining high presentation standards.

Required skills