Hospitality & Guest Experience Manager
Hire FellowsJob Description
About the Role
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.
Key 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
- 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
- Recognise and celebrate exceptional service across teams
Club Ambience & Member Engagement
- Oversee the overall atmosphere and presentation of the club
- Work with Marketing, Membership, and Events teams to enhance member engagement initiatives
- Support the delivery of exclusive member experiences and hospitality activations
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, or membership services
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