We are looking Guest Experience Manager
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Key skills for this role
Role Overview
The Guest Experience Manager is responsible for delivering an exceptional, hospitality-led member experience across all Society journey touchpoints.
The role focuses on first impressions, ongoing engagement, service recovery, retention and brand advocacy.
The position reports to the Club Manager and has shared responsibility for Sales & Experience Supervisors and Consultants.
Key Skills for This Role
Full Job Posting
Role Overview
The Guest Experience Manager is responsible for delivering an exceptional, hospitality-led member experience across all Society journey touchpoints.
The role focuses on first impressions, ongoing engagement, service recovery, retention and brand advocacy.
The position reports to the Club Manager and has shared responsibility for Sales & Experience Supervisors and Consultants.
Guest Experience and Member Engagement
- Own the first impression experience for members and guests entering the club.
- Ensure a warm, professional and personalised welcome at every touchpoint.
- Act as the primary contact for new, long-term and high-value members.
- Build relationships, seek member feedback, lead outreach and support retention and renewal activity.
- Recognise and reward loyal members through appropriate gestures and experiences.
Service Recovery and Feedback
- Own the handling of member feedback, concerns and complaints.
- Resolve issues promptly and empathetically in line with Society service standards.
- Escalate recurring or high-risk issues to Operations leadership when required.
- Deliver service recovery that turns negative experiences into positive outcomes.
Team Coaching and Standards
- Coach front-of-house teams to deliver hospitality-level service consistently.
- Provide real-time feedback and guidance to reinforce expected behaviours.
- Support training related to service excellence and member engagement.
- Promote ownership, pride and attention to detail across the team.
Duty Management and Club Operations
- Act as Duty Manager when required and ensure smooth daily operations.
- Maintain high standards of cleanliness, safety and presentation.
- Support opening and closing procedures in line with operational standards.
- Coordinate operational or facility issues impacting member experience.
- Ensure compliance with health and safety and club procedures.
Experience and Qualifications
- 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 or members is advantageous.
- Confident handling complaints and service recovery.
- Excellent interpersonal and communication skills.
- Strong IT literacy and confidence using CRM or guest management systems.
- Experience within fitness, wellness or lifestyle environments is advantageous.
Key Competencies
- Hospitality mindset and member-centric service delivery.
- Relationship building, emotional intelligence and problem-solving under pressure.
- Attention to detail and brand advocacy.
Success Measures
Success is measured through member satisfaction scores, including NPS and CSAT.
Additional measures include member retention, reduced churn, positive feedback, effective service recovery and engagement from new and long-term members.
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