Requirements
Bachelor's degree in Hospitality Management, Hotel Management, Tourism, Business Administration, or a related discipline5–8+ years' experience in luxury hospitality, private clubs, five-star hotels, luxury resorts, or premium lifestyle destinationsProven experience in guest relations, front office, hospitality operations, or luxury service managementStrong understanding of luxury hospitality standards, member experience, and service excellence frameworksExperience leading cross-functional service improvement initiativesExceptional interpersonal, communication, and relationship-building skillsComfortable engaging with senior executives, VIPs, members, and international guestsExperience designing service standards and delivering hospitality training is highly desirable
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.Responsibilities1. Member & guest experienceBuild meaningful relationships with members, understanding their preferences, expectations, and feedbackEnsure every member interaction reflects the standards of a luxury private clubPersonally engage with members throughout the club, maintaining a visible presence across facilitiesResolve member concerns promptly, professionally, and with a service recovery mindsetIdentify opportunities to surprise and delight members through personalised experiencesAct as the primary hospitality ambassador for members, guests, VIPs, and visiting delegations2. Hospitality operations & service excellenceEstablish, implement, and continuously improve hospitality standards across all member-facing areasConduct regular inspections of restaurants, golf facilities, locker rooms, lounges, reception, academy, retail, and public spacesEnsure facilities consistently meet the highest standards of cleanliness, presentation, ambience, and readinessDevelop service standards, SOPs, and quality assurance processes aligned with luxury hospitality best practicesMonitor daily operations to ensure a seamless member journey across every department3. Cross-functional service leadershipPartner closely with Food & Beverage, Golf Operations, Facilities, Housekeeping, Events, Membership, and Reception teams to deliver a unified member experienceCoordinate operational readiness for tournaments, corporate events, weddings, VIP visits, and member functionsIdentify service gaps and lead cross-department initiatives to improve the overall club experiencePromote collaboration and accountability for service excellence across the organisation4. Quality assurance & continuous improvementDevelop and monitor guest experience KPIs, member satisfaction metrics, and service quality standardsConduct regular mystery audits and operational walkthroughsAnalyse member feedback, complaints, and trends to identify improvement opportunitiesLead service improvement projects and monitor implementation across departmentsBenchmark the club against leading luxury hospitality and private club standards5. Training & service cultureChampion a hospitality-first culture throughout the organisationDesign and deliver customer service training programmes for all member-facing employeesCoach managers and supervisors on luxury service delivery and member engagementReinforce standards through regular observations, coaching, and feedbackRecognise and celebrate exceptional service across teams6. Club ambience & member engagementOversee the overall atmosphere and presentation of the club to ensure a welcoming, refined, and memorable environmentWork with Marketing, Membership, and Events teams to enhance member engagement initiativesSupport the delivery of exclusive member experiences and hospitality activationsEnsure seasonal décor, signage, music, amenities, and service touches align with the club's premium positioning