Hospitality & Guest Experience Manager

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 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