GUEST RELATIONS MANAGER

Responsible for overseeing guest relations and ensuring a high standard of customer service within the club and F&B operations. The role focuses on managing guest enquiries, handling feedback and complaints, coordinating reservations and special requests, supporting events and VIP arrangements, and supervising front-line service staff.

The Guest Relations Manager works closely with the operations, F&B and management teams to maintain service standards, improve the guest experience, build customer relationships and support repeat business.

Key Responsibilities

• Manage guest enquiries, reservations and special requests.
• Welcome and assist guests to ensure a positive customer experience.
• Handle complaints and resolve service issues professionally.
• Coordinate VIP bookings, functions and special events.
• Supervise and guide guest relations and front-of-house staff.
• Monitor service quality and implement improvements.
• Maintain guest records and follow up on customer feedback.
• Coordinate with F&B, operations and management teams.
• Support customer-retention and relationship-building initiatives.
• Prepare guest feedback and service-performance reports.
• Ensure compliance with company procedures and service standards.