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 touchpoints of the Society journey. Drawing on best practice from premium hospitality environments, this role ensures that members — particularly new, long-term, high-value, and at
Key Skills for This Role
Full Job Posting
Role Description
The Guest Experience Manager is responsible for delivering an exceptional, hospitality-led member experience across all touchpoints of the Society journey. Drawing on best practice from premium hospitality environments, this role ensures that members — particularly new, long-term, high-value, and at
Key Responsibilities
- Own the first impression experience for members and guests entering the club.
- Ensure a warm, professional, and personalized welcome at every touchpoint.
- Act as the primary point of contact for new, long-term, and high-value members.
- Ensure all teams are briefed on member needs and preferences where appropriate.
- Maintain exceptional presentation, atmosphere, and service tone across all member-facing areas.
- Build meaningful relationships with members to enhance engagement and loyalty.
- Proactively seek verbal and written member feedback and act on insights.
- Lead outreach to new members, long-term members, and at-risk members.
- Support renewal and cancellation save conversations in partnership with the Sales team.
- Recognize and reward loyal members through appropriate gestures and experiences.
- Own the professional handling of member feedback, concerns, and complaints.
- Resolve issues promptly, empathetically, and in line with Society service standards.
Experience & 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/members 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 advantageous.
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