Guest Services Manager

Guest Services Manager / Membership ManagerSurrey 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.