Guest Services Manager / Membership Manager
Surrey GU25
£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:
Lead, mentor, and manage a combined team of approximately 15 staff, including 10 Service Assistants and 5 Reception FOH staff.
Oversee the daily operations of the reception teams and all front-of-house areas, ensuring impeccable standards of presentation and service.
Develop and implement FOH procedures to optimize efficiency and enhance the guest experience.
Resolve any FOH operational issues promptly and effectively, ensuring minimal disruption to members and guests.
Concierge Services:
Operate and manage a comprehensive concierge service for members, handling a wide range of requests from dinner bookings to bespoke event arrangements.
Proactively anticipate member needs and offer personalized assistance to enhance their experience.
Guest Room & Booking Management:
Ensure the accuracy and efficiency of all guest room bookings, coordinating closely with relevant departments.
Oversee the smooth check-in and check-out processes for guest rooms.
Member Journey & Experience Development:
Take ownership of the end-to-back member journey, striving for a seamless and intuitive experience from initial contact to ongoing engagement.
Identify opportunities to enhance member satisfaction and loyalty through proactive service and personalized touches.
Champion a luxury brand experience across all touchpoints, reflecting the establishment's high standards.
Team Leadership & Development:
Recruit, train, and develop a high-performing FOH and Service team, fostering a culture of excellence, proactivity, and exceptional service.
Conduct regular performance reviews and provide ongoing coaching and feedback.
Ensure adequate staffing levels and effective scheduling to meet operational demands.
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