Job Description

Role

Guest Experience Manager

Department

Sales & Member Experience

Division

All Society Sport Center Divisions and Subsidiaries

Reporting To

Club Manager

Direct Reports

Sales & Experience Supervisors, Sales & Experience Consultants (Call Centre) – Split Responsibility with Sales Manager

Role Purpose

The Guest Experience Manager is responsible for delivering an exceptional, hospitality-led member experience across all touchpoints of the Society journey.

Drawing on best practice from premium hospitality environments, this role ensures that members — particularly new, long-term, high-value, and at-risk members — feel recognized, valued, and consistently cared for. Working closely with the Club Manager and Sales Manager, the Guest Experience Manager acts as the guardian of first impressions, ongoing engagement, and service recovery, driving retention and brand advocacy.

Key Responsibilities

Guest  Experience & First Impressions

•           Own the first impression experience for members and guests entering the club.

•           Ensure a warm, professional, and personalised welcome at every touchpoint.

•           Act as the primary point of contact for new, long-term, and high-value members.

•           Ensure all teams are briefed on member needs and preferences where appropriate.

•           Maintain exceptional presentation, atmosphere, and service tone across all member-facing areas.

Member Engagement, Loyalty & Retention

•           Build meaningful relationships with members to enhance engagement and loyalty.

•           Proactively seek verbal and written member feedback and act on insights.

•           Lead outreach to new members, long-term members, and at-risk members.

•           Support renewal and cancellation save conversations in partnership with the Sales team.

•           Recognise and reward loyal members through appropriate gestures and experiences.

Service Recovery & Feedback Management

•           Own the professional handling of member feedback, concerns, and complaints.

•           Resolve issues promptly, empathetically, and in line with Society service standards.

•           Escalate recurring or high-risk issues to Operations leadership when required.

•           Ensure effective service recovery that turns negative experiences into positive outcomes.

Team Coaching, Standards & Culture

•           Coach front-of-house teams to deliver hospitality-level service consistently.

•           Provide real-time feedback and guidance to reinforce expected behaviours.

•           Support training initiatives related to service excellence and member engagement.

•           Promote a culture of ownership, pride, and attention to detail.

Duty Management & In-Club Experience

•           Act as Duty Manager when required, ensuring smooth daily operations.

•           Maintain high standards of cleanliness, safety, and presentation.

•           Support opening and closing procedures in line with operational standards.

•           Coordinate with the ROM on operational or facility issues impacting experience.

•           Ensure compliance with health & safety and club procedures.

What Success Looks Like (KPIs)

•           High member satisfaction scores (NPS / CSAT).

•           Strong member retention and reduced churn.

•           Positive member feedback and effective service recovery.

•           Consistent delivery of hospitality-led service standards.

•           High engagement from new and long-term members.

Experience & Qualifications

•           Proven experience in a hospitality or guest experience leadership role.

•           Strong background in customer service, guest relations, or front-of-house management.

•           Experience managing VIP or long-stay guests/members advantageous.

•           Confident handling complaints and service recovery.

•           Excellent interpersonal and communication skills.

•           Strong IT literacy and confidence using CRM or guest management systems.

•           Experience within fitness, wellness, or lifestyle environments advantageous.

Key Competencies

•           Hospitality mindset

•           Member-centric service delivery

•           Relationship building

•           Emotional intelligence

•           Problem-solving under pressure

•           Attention to detail

•           Brand advocacy