Guest Experience Manager

About the Role

The Guest Experience Manager plays a vital role in delivering an outstanding hospitality-focused member experience across every interaction within Society Sport Center divisions and subsidiaries. This leader ensures members, particularly new, loyal, high-value, and those at risk of leaving, always feel appreciated, attended to, and valued. Collaborating closely with the Club and Sales Managers, this role upholds superior first impressions, continuous member engagement, and effective service recovery to boost retention and promote brand loyalty.

Key Responsibilities

• Oversee and own the entry experience for all members and guests, providing a warm, professional, and highly personalized welcome at every contact point.
• Function as the main contact for new, longstanding, and premium members, ensuring team alignment on member preferences and needs.
• Maintain excellence in the club's presentation, atmosphere, and service environment consistently.
• Build strong, meaningful relationships with members to increase their engagement and loyalty.
• Solicit and act upon verbal and written member feedback to enhance service quality.
• Lead member outreach programs targeting new, loyal, and at-risk individuals to support retention.
• Partner with the Sales team to assist in membership renewals and prevent cancellations.
• Design and deliver recognition initiatives to reward loyal members through tailored gestures and experiences.
• Manage concerns, complaints, and feedback professionally, ensuring prompt and empathetic resolution in line with Society’s service standards.
• Escalate significant or repeating issues to operations leadership when necessary to safeguard member satisfaction.
• Guide front-of-house teams through coaching and real-time feedback to sustain high hospitality standards.
• Support training related to member engagement and exceptional service delivery.
• Encourage a culture emphasizing ownership, pride, and meticulous attention to detail among staff.
• Serve as Duty Manager as required to maintain daily operational excellence, including hygiene, safety, and club appearance.
• Coordinate with the Resident Operations Manager regarding operational or facility challenges impacting experience.
• Ensure strict compliance with health, safety regulations, and internal club protocols.

Performance Indicators

• Achieve and maintain high member satisfaction (measured by NPS and CSAT scores).
• Demonstrate strong retention rates and minimal membership churn.
• Generate positive member feedback and successful resolution of service issues.
• Consistently deliver hospitality-standard service across all touchpoints.
• Achieve high engagement levels from both new and long-term members.

Qualifications and Experience

• Proven leadership experience in hospitality or guest experience management.
• Strong background in customer service, guest relations, or front-of-house operations.
• Experience working with VIP or long-term members is a plus.
• Skilled at complaint handling and service recovery strategies.
• Excellent communication and interpersonal abilities.
• Competent with IT systems, including Customer Relationship Management (CRM) platforms or guest management tools.
• Experience in fitness, wellness, or lifestyle sectors is beneficial.

Core Competencies

• A hospitality-focused mindset
• Member-centric service approach
• Strong relationship building aptitude
• High emotional intelligence
• Effective problem-solving under pressure
• Attention to detail
• Advocacy for the brand