GM - Hospitality & Customer Service (4 & 5 Star Hotel)

Key Responsibilities

Customer Relationship Management \& Membership Growth

• Manage all member and prospective member inquiries efficiently and professionally
• Handle membership onboarding, renewals, upgrades, and cancellations
• Ensure smooth coordination with internal departments for approvals and clearances
• Build and maintain strong relationships with Club Aqua members
• Ensure timely resolution of membership-related issues and concerns
• Support initiatives to drive membership growth and retention

Team Management \& Frontline Operations

• Supervise, guide, and support frontline customer service staff
• Ensure staff are trained, motivated, and aligned with service standards
• Monitor daily operations of reception/front desk and member service areas
• Allocate duties, manage shifts, and ensure smooth manpower planning
• Lead by example in handling escalated customer situations
• Maintain a positive, disciplined, and service-oriented team environment

Customer Issue Resolution \& Service Recovery

• Proactively handle and resolve member complaints and escalations
• Ensure quick turnaround time for issue resolution as per defined service standards
• Implement effective service recovery measures to retain member satisfaction
• Track recurring issues and implement preventive corrective actions
• Coordinate with departments for resolution of operational service gaps

Customer Communication \& Feedback Management

• Ensure timely communication with members via email, app, helpdesk, or in-person channels
• Respond to customer feedback within defined timelines (within 24 hours where applicable)
• Track, analyze, and act on customer feedback and complaints
• Conduct follow-ups with members to ensure satisfaction after resolution
• Implement feasible improvements based on customer insights

Marketing \& Communication Coordination

• Coordinate with the Marketing team for digital creatives, campaigns, and event promotions
• Share content such as photos, reels, and event highlights for digital marketing use
• Ensure timely communication of club updates, offers, and activities to members
• Support execution of promotional campaigns to increase engagement and footfall
• Assist in strengthening the club’s brand presence across digital channels

Member Engagement \& Experience Enhancement

• Plan and execute engaging activities, events, and experiences for members
• Ensure diverse programming to cater to different member segments
• Analyze member participation, engagement trends, and footfall patterns
• Gather and incorporate member feedback into future event planning
• Enhance overall member satisfaction, loyalty, and retention

Operational Excellence \& Coordination

• Ensure smooth coordination between departments (F\&B, housekeeping, maintenance, marketing, etc.)
• Monitor daily club operations for service quality and consistency
• Ensure adherence to SOPs, safety standards, and service protocols
• Support implementation of operational improvements and efficiency initiatives
• Maintain high standards of cleanliness, hospitality, and service delivery

Work Location

In person