Job Purpose
The Guest Relations Officer plays a key role in delivering an exceptional member experience by ensuring every interaction within the club reflects warmth, professionalism, and a people-first service culture. This role is central to creating a welcoming environment and maintaining strong member engagement and satisfaction.
Key Responsibilities
1. Member Experience & Frontline Service
- Greet and welcome members with genuine warmth during check-in, check-out, and throughout their visit.
- Ensure every member feels valued and acknowledged as part of a premium service experience.
- Uphold consistently high service standards aligned with the club's brand and culture.
2. Member Relations & Engagement
- Build and maintain positive relationships with members through proactive and attentive service.
- Anticipate member needs and provide timely assistance or solutions.
- Demonstrate a people-first mindset in all interactions.
3. Service Recovery & Problem Solving
- Take ownership of member concerns and complaints, ensuring issues are resolved effectively and professionally.
- Adopt a proactive approach to prevent escalation of potential issues.
- Maintain professionalism and composure during challenging situations.
4. Operational Support & Crisis Handling
- Handle sensitive matters such as:Membership fee collectionsMembership suspensions or administrative mattersIncident management (e.g., member injuries or club-related incidents)
- Remain calm and effective in crisis situations, following proper protocols.
5. Team Collaboration & Club Support
- Work collaboratively with all departments to ensure smooth club operations.
- Provide support across various areas of the club when required (e.g., retail, F&B/salad counter, changing rooms, floor support).
- Contribute actively to a team-based service culture beyond front desk duties.
6. Shift Duties
- Work on rotating shifts, including weekends and public holidays as required.
Requirements
- Energetic, friendly, and service-oriented personality with a genuine passion for the wellness and fitness industry.
- Strong interpersonal and communication skills with a professional demeanor.
- Ability to thrive in a fast-paced, customer-focused environment.
- Comfortable handling difficult conversations with tact and professionalism.
- Prior experience in customer service, hospitality, or fitness club operations is an advantage.
- Relevant qualifications in hospitality, business, or customer service are welcome.
Work Arrangement
- 5-day work week (shift-based schedule)
