Hospitality & Guest Experience Manager

About the role

The Hospitality & Guest Experience Manager is responsible for safeguarding the member and guest experience at a five‑star private club. This role combines relationship management with operational oversight to ensure every touchpoint reflects luxury standards.

Key responsibilities

• Build and maintain meaningful relationships with members, understanding preferences and feedback.
• Act as the primary hospitality ambassador for members, guests, VIPs and visiting delegations.
• Develop, implement and continuously improve hospitality standards, SOPs and quality‑assurance processes across all member‑facing areas.
• Conduct regular inspections of restaurants, golf facilities, locker rooms, lounges, reception, academy, retail and public spaces to ensure cleanliness, presentation and ambience.
• Partner with Food & Beverage, Golf Operations, Facilities, Housekeeping, Events, Membership and Reception teams to deliver a seamless member journey.
• Coordinate operational readiness for tournaments, corporate events, weddings, VIP visits and member functions.
• Monitor and analyse guest‑experience KPIs, satisfaction metrics and service‑quality data; lead improvement projects based on findings.
• Run mystery audits and operational walkthroughs, identify service gaps and drive cross‑department initiatives.

Required profile

• Proven experience in luxury hospitality or private‑club environments.
• Strong relationship‑building skills with a service‑recovery mindset.
• Excellent attention to detail and ability to anticipate member needs.
• Leadership capability to champion a hospitality‑first culture across multiple departments.
• Analytical mindset to interpret feedback, metrics and trends.

Required skills

• Development and maintenance of service standards, SOPs and quality‑assurance processes.
• Monitoring of KPIs, guest‑experience metrics and conducting mystery audits.
• Project management for service‑improvement initiatives.