Assistant Manager Guest Relation & Quality Assurance

Client of Inspire Talent Acquisition HR Consultancy&Hospitality Services W.L.L

Provide inspirational leadership and direction to ensure colleagues deliver the Club s brand values and vision while creating outstanding experiences for members and guests.

• Lead staff briefings, conduct training sessions, evaluate performance, motivate team members, and act as the primary support for all Guest Relations employees.
• Maintain full knowledge of the Club s products, services, promotions, pricing, and policy updates to accurately inform members, visitors, and clients.
• Optimize productivity through effective staffing, scheduling, coaching, and mentoring of team members.
• Respond to guest needs, concerns, and complaints; resolve service issues promptly, document all feedback, and ensure timely follow-up to maintain high satisfaction levels.
• Build and maintain strong working relationships; support the team in overcoming operational challenges and achieving collective goals.
• Develop, review, and implement Standard Operating Procedures (SOPs), ensuring that departmental systems and documentation remain updated and efficient.
• Collect member and guest feedback through various channels, analyze comments, and evaluate insights related to Club products and services.
• Prepare data-driven reports for management, identify root causes of issues, and collaborate with department heads to implement improvement strategies.
• Coordinate special discounts or concessions with the Finance Manager, ensure approval from the Director of Operations, and document all exceptions before notifying relevant departments.
• Maintain accurate records, membership files, and documentation; monitor membership expiries and support renewal efforts. Encourage revenue generation by promoting incentive programs.
• Build and maintain positive public relations with existing members, guests, and clients.
• Conduct regular training sessions for operational teams focusing on guest service, orientation, and service enhancement. Work to improve guest satisfaction metrics through consistent staff development.
• Ensure team members meet Club grooming standards and maintain professional appearance at all times.
• Participate in internal and third-party audits, support audit requirements, and implement corrective actions as recommended.
• Assist in preparing yearly manning budgets, CAPEX and OPEX plans, and ensure departmental targets are achieved.
• Manage the Guest Relations departmental budget, support the development of Club-specific campaigns, promotions, and marketing collateral to raise awareness and drive revenue.
• Work closely with HR on staff-related matters, promote teamwork, and enhance staff engagement through welfare initiatives and activities.
• Prepare weekly progress reports and provide periodic updates to management as required.
• Ensure compliance with all external and internal audit standards, including ISO and Supreme Committee requirements.