Guest Services Manager / Membership Manager
Berkshire SL5 - Ascot
£45,000 to £50,000
Guest Services Manager / Reception Manager / Membership Manager - in Surrey - for 5* VERY HIGH END Establishment
This is a newly created, pivotal role designed to elevate the member and guest experience at our luxury establishment. The Guest Services & Membership Manager will be responsible for overseeing all front-of-house operations, ensuring seamless service delivery, and developing an exceptional member journey. The successful candidate will possess a strong background in luxury hospitality or private member services, demonstrating an innate understanding of high-net-worth individual expectations.
Key Responsibilities:
* Front of House (FOH) Management:
o Lead, mentor, and manage a combined team of approximately 15 staff, including 10 Service Assistants and 5 Reception FOH staff.
o Oversee the daily operations of the reception teams and all front-of-house areas, ensuring impeccable standards of presentation and service.
o Develop and implement FOH procedures to optimize efficiency and enhance the guest experience.
o Resolve any FOH operational issues promptly and effectively, ensuring minimal disruption to members and guests.
* Concierge Services:
o Operate and manage a comprehensive concierge service for members, handling a wide range of requests from dinner bookings to bespoke event arrangements.
o Proactively anticipate member needs and offer personalized assistance to enhance their experience.
* Guest Room & Booking Management:
o Ensure the accuracy and efficiency of all guest room bookings, coordinating closely with relevant departments.
o Oversee the smooth check-in and check-out processes for guest rooms.
* Member Journey & Experience Development:
o Take ownership of the end-to-back member journey, striving for a seamless and intuitive experience from initial contact to ongoing engagement.
o Identify opportunities to enhance member satisfaction and loyalty through proactive service and personalized touches.
o Champion a luxury brand experience across all touchpoints, reflecting the establishment's high standards.
* Team Leadership & Development:
o Recruit, train, and develop a high-performing FOH and Service team, fostering a culture of excellence, proactivity, and exceptional service.
o Conduct regular performance reviews and provide ongoing coaching and feedback.
o Ensure adequate staffing levels and effective scheduling to meet operational demands.
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