Job Description

Department: PR / Reception
Reports to: Director of Operations

The Assistant Manager – Guest Relations & Quality Assurance plays a key role in delivering a distinctive and unparalleled service experience. The position emphasizes inspiring leadership, fostering a positive work culture, and implementing service quality systems that enhance member and guest satisfaction. The role ensures efficient departmental operations, continuous staff development, and consistent adherence to the Club’s standards, values, and vision.

• Provide inspirational leadership with a clear vision to ensure delivery of the Club’s brand values and service standards.

• Act as a role model reflecting the Club’s mission, culture, and values.

• Conduct staff briefings, training programs, performance evaluations, and ongoing coaching.

• Serve as the first point of contact for Guest Relations employees, offering guidance, motivation, and support.

• Maintain high grooming and professional standards within the team.

• Maintain thorough knowledge of all Club products, services, promotions, and policies.

• Address guest/member requirements, concerns, and complaints promptly, ensuring timely resolutions and accurate documentation.

• Gather guest feedback through multiple channels, analyze trends, and recommend service improvements.

• Work collaboratively with department heads to identify root causes of issues and enhance guest satisfaction.

• Draft, implement, and update Standard Operating Procedures (SOPs) to improve departmental efficiency.

• Support internal and external audits, ensuring compliance with ISO and Supreme Committee standards.

• Document all special offers, discounts, and concessions with required approvals and communicate them appropriately.

• Maintain accurate guest/member records, track membership expiries, and promote renewals.

• Prepare weekly progress updates and periodic reports as required.

• Ensure accurate documentation of guest concerns, service glitches, and their resolutions.

• Analyze service quality data and present findings to management.

• Prepare and manage the annual manning, capex, and opex budgets.

• Support revenue generation by implementing incentive programs and service campaigns.

• Develop guest relations initiatives, promotions, and marketing collateral to increase member engagement and revenue.

• Work closely with the HR department on staffing, development, and welfare initiatives.

• Build and maintain positive PR with existing members, guests, and clients.

• Support teamwork across departments to ensure smooth operational flow.

• Bachelor’s Degree in Hospitality Management, Business Administration, or related field.

• Minimum 5 years’ experience in the hospitality industry, with proven background in Guest Relations and Quality Assurance.

• Experience leading, training, and supervising teams in a service-oriented environment.