Assistant Manager Guest Relation & Quality Assurance

The Assistant Manager – Guest Relations & Quality Assurance plays a key role in elevating the service experience by incorporating modern hospitality trends and delivering exceptional guest engagement. This position focuses heavily on team leadership, operational excellence, staff development, and maintaining a positive environment that supports both guest and employee satisfaction. Responsibilities include, but are not limited to, the following:

Key Responsibilities

• 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.

Qualifications Required

• Bachelor’s Degree in Hospitality Management, Business Administration, or a related field.
• Previous experience in Guest Relations, Quality Assurance, or similar functions with proven leadership and team supervision skills.
• Minimum of 5 years of experience in the hospitality industry, with demonstrated ability to lead, train, and motivate teams to uphold exceptional service standards.
• Strong understanding of customer experience principles, quality measurement tools, and effective complaint-resolution procedures.

Skills Required

• Strong team player with the ability to collaborate effectively across departments.
• Analytical thinker with strong problem-solving abilities.
• Confident personality capable of interacting professionally with members, guests, and prospective clients.
• Ability to correspond independently and professionally.
• Strong customer service orientation.
• Excellent verbal and written communication skills.
• Ability to collect, interpret, and present data clearly.
• High level of initiative and proactive behavior.
• Flexibility to work evenings, weekends, and holidays based on operational needs.