Guest Services Executive (TRIFECTA Surf Club)

Overview

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As a Guest Services Executive at TRIFECTA Singapore, you are the key touchpoint for all guests entering the surf club. You ensure a seamless, safe, and energising experience-from first-time surfers to advanced riders-by guiding them through bookings, gear, and wave readiness.

You play a critical role in balancing guest experience, safety, and surf operations, creating a confident and enjoyable environment for every rider stepping onto the wave.

You are responsible for delivering a seamless, high-energy, and personalized guest experience across all touchpoints-from arrival to departure-while embodying the lifestyle and community spirit of Trifecta's surf club culture. You will act as both a service professional and brand ambassador, ensuring every guest feels welcomed, informed, and inspired.

Responsibilities

The primary responsibilities for this position include:

1. Surf Guest Experience & Onboarding

• Welcome and engage guests arriving for surf sessions

• Anticipate guest needs and deliver personalised recommendations

• Assess guest experience level (first-timer, beginner, intermediate, advanced)

• Guide guests through onboarding: Registration & waivers, Safety briefings and session expectations, Flow of the surf session, Log book orientation

• Build confidence and comfort, especially for first-time surfers

2. Surf Operations Coordination

• Manage check-in flow to ensure sessions start on time

• Coordinate closely with: Surf instructors, Rental/retail team leads (board sizing, fittings)

  Monitor session schedules and manage guest flow in and out of the surf area

• Assist with: Surfboard selection (based on skill level), Rash guards and safety gear

• Ensure guests are properly equipped before entering the wave area

• Identify and escalate any equipment or fit issues

3. Safety & Wave Readiness

• Enforce surf safety protocols and facility rules

• Ensure all guests understand: Wave etiquette, Turn-taking and positioning, Emergency stop signals and instructions

• Monitor guest readiness and escalate safety concerns when needed

4. Guest Education & Experience Enhancement

• Educate guests on: Basic surf techniques and expectations, Session flow and progression levels

• Recommend: Surf applicable classes, Memberships or repeat sessions, Relevant retail gear (boards, apparel, accessories)

• Assist guests with website navigation, waivers, and onboarding processes

• Provide wayfinding and ensure smooth movement across the club

• Coordinate with instructors, retail, and operations teams to enhance experience

5. Service Excellence & Environment

• Uphold high standards of customer service and brand experience

• Maintain cleanliness, safety, and organisation of guest-facing areas

• Includes spatial housekeeping - Ensuring all FOH areas are neat and tidy

• Equipment housekeeping - To check all equipment is in working order and safe to use

• Handle guest feedback, complaints, and service recovery professionally

• Maintain strong knowledge of club's offerings

• Recommend suitable packages, sessions, and experiences based on guest profiles

• Support upselling of memberships, programmes, and retail products

6. Administrative

• Process transactions accurately (POS systems, bookings, payments)

• Maintain accurate records of guest interactions and bookings

• Support reporting and operational tracking where required

• Support walk-in guests and upsell surf experiences

• Handle guest concerns (e.g., delays, session issues, equipment discomfort)

• Provide prompt and empathetic service recovery

• Work with team leads to resolve issues efficiently

Qualifications

Required

• 18 years old and above

• Experience in concierge, or sports/recreation environment preferred

• Basic knowledge of surfing (highly advantageous)

• Familiarity with rental gear or willingness to learn quickly

• Strong customer service and hospitality mindset

• Confident communication and ability to guide guests clearly

• Ability to stay calm under pressure in a fast-paced environment

• Strong coordination and multitasking skills

• Team player with proactive attitude

• Willing to work weekends, peak periods, and holidays