Guest Experience Manager

About the role

The Guest Experience Manager is responsible for delivering an exceptional, hospitality‑led member experience across every touchpoint of the Society journey. Working closely with the Club Manager and Sales Manager, this role safeguards first impressions, ongoing engagement and service recovery. The aim is to boost member retention, loyalty and brand advocacy.

Key responsibilities

• Own the first‑impression experience for members and guests, ensuring a warm, personalised welcome at all entry points.
• Build and nurture relationships with new, long‑term, high‑value and at‑risk members to drive engagement and loyalty.
• Handle member feedback, concerns and complaints promptly, delivering effective service recovery and escalating high‑risk issues when needed.
• Coach front‑of‑house teams to consistently deliver hospitality‑level service and provide real‑time feedback.
• Act as Duty Manager when required, overseeing daily operations, cleanliness, safety and coordination with facilities.

Required profile

• Proven experience in a hospitality or guest‑experience leadership role.
• Strong background in customer service, guest relations or front‑of‑house management.
• Experience managing VIP or long‑stay guests/members is advantageous.
• Confident handling of complaints and service recovery situations.
• Excellent interpersonal and communication skills with strong IT literacy.

Required skills

• CRM
• Guest management systems