Guest Relations Officer

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)