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.