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
- 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
- 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
- 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
- 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
- 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
- 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