Report to: Head of Operations

Job Summary

The Guest Relations Manager is responsible for ensuring exceptional guest experiences by managing guest services and addressing any concerns or issues. This role involves assisting with the front of house operations, enhancing guest satisfaction, and maintaining a positive reputation for the club.

Key Areas of Responsibility

• Ensuring and providing flawless, upscale, professional, and high-class guest service experiences.

• Analyzing customer feedback and providing strategic direction to continuously improve overall rating.

• Responding to guests needs and anticipating their unstated ones.

• Make our members feel welcome.

• Implementing plans to improve member’s satisfaction.

• Assisting with member and guest’s queries/disputes.

• Provide excellent customer service skill.

• Actively listen to and resolve complaints.

• Coordinate and manage communication between guests and staff and follow up to ensure customer concerns are resolved.

• Guest relations managers are responsible for maintaining open lines of communication between staff and member and guests.

• Monitor guest feedback and reviews to identify areas for improvement.

• Develop and implement strategies to improve overall member and guest satisfaction.

• Respond to any questions, needs and desires of guests, and follow up with member and guests to ensure their requests have been met to their satisfaction.

• Expect and react promptly to member and guests' requirements and inquires.