Hospitality And Guest Experience Manager

Description

The hospitality & guest experience manager is the custodian of the club's member and guest experience. Responsible for delivering a world-class hospitality offering, this role ensures every touchpoint reflects the standards of a five-star private club. Combining exceptional relationship management with operational oversight, the role builds strong connections with members while driving service excellence across all facilities, departments, and events.

Working cross-functionally, the hospitality & guest experience manager champions a culture of genuine hospitality, proactively anticipates member needs, and continuously elevates the club experience through attention to detail, service innovation, and operational excellence.

Responsibilities

1. Member & guest experience

• Build meaningful relationships with members, understanding their preferences, expectations, and feedback
• Ensure every member interaction reflects the standards of a luxury private club
• Personally engage with members throughout the club, maintaining a visible presence across facilities
• Resolve member concerns promptly, professionally, and with a service recovery mindset
• Identify opportunities to surprise and delight members through personalised experiences
• Act as the primary hospitality ambassador for members, guests, VIPs, and visiting delegations

2. Hospitality operations & service excellence

• Establish, implement, and continuously improve hospitality standards across all member-facing areas
• Conduct regular inspections of restaurants, golf facilities, locker rooms, lounges, reception, academy, retail, and public spaces
• Ensure facilities consistently meet the highest standards of cleanliness, presentation, ambience, and readiness
• Develop service standards, SOPs, and quality assurance processes aligned with luxury hospitality best practices
• Monitor daily operations to ensure a seamless member journey across every department

3. Cross-functional service leadership

• Partner closely with food & beverage, golf operations, facilities, housekeeping, events, membership, and reception teams to deliver a unified member experience
• Coordinate operational readiness for tournaments, corporate events, weddings, VIP visits, and member functions
• Identify service gaps and lead cross-department initiatives to improve the overall club experience
• Promote collaboration and accountability for service excellence across the organisation

4. Quality assurance & continuous improvement

• Develop and monitor guest experience KPIs, member satisfaction metrics, and service quality standards
• Conduct regular mystery audits and operational walkthroughs
• Analyse member feedback, complaints, and trends to identify improvement opportunities
• Lead service improvement projects and monitor implementation across departments
• Benchmark the club against leading luxury hospitality and private club standards

5. Training & service culture

• Champion a hospitality-first culture throughout the organisation
• Design and deliver customer service training programmes for all member-facing employees
• Coach managers and supervisors on luxury service delivery and member engagement
• Reinforce standards through regular observations, coaching, and feedback
• Recognise and celebrate exceptional service across teams

6. Club ambience & member engagement

• Oversee the overall atmosphere and presentation of the club to ensure a welcoming, refined, and memorable environment
• Work with marketing, membership, and events teams to enhance member engagement initiatives
• Support the delivery of exclusive member experiences and hospitality activations
• Ensure seasonal décor, signage, music, amenities, and service touches align with the club's premium positioning

Requirements

• Bachelor's degree in hospitality management, hotel management, tourism, business administration, or a related discipline
• 5–8+ years' experience in luxury hospitality, private clubs, five-star hotels, luxury resorts, or premium lifestyle destinations
• Proven experience in guest relations, front office, hospitality operations, or luxury service management
• Strong understanding of luxury hospitality standards, member experience, and service excellence frameworks
• Experience leading cross-functional service improvement initiatives
• Exceptional interpersonal, communication, and relationship-building skills
• Comfortable engaging with senior executives, VIPs, members, and international guests
• Experience designing service standards and delivering hospitality training is highly desirable