Guest Experience Manager

To lead front office operations and deliver excellent customer service through accurate bookings, efficient communication, and strong sales-driven occupancy management.

Key Responsibilities

Oversee daily front office operations: check-in/out, bookings, cashier, and customer inquiries.

Ensure accurate scheduling of courts, coaching sessions, programs, and events.

Provide clear information on club facilities.

Drive occupancy through proactive sales efforts, customer engagement, and maximizing booking opportunities.

Maintain service standards and handle customer concerns professionally.

Train and supervise the front office team in SOPs, communication, sales handling, and product knowledge.

Coordinate with Coaches, Facility, and Marketing for smooth operations.

Maintain accurate daily reports: occupancy, booking data, transactions, and customer service logs.

Ensure consistent usage of communication platforms such as Qontak.

Requirements

Minimum 3 years of experience in front office or customer service leadership.

Strong sales skills to drive bookings and maintain high occupancy across branches.

Excellent communication and customer service abilities.

Experience in managing and training front office teams in a multi-branch environment.

High accuracy in scheduling, bookings, and operational coordination.

Familiarity with booking/CRM systems (e.g., Qontak) is a plus.

Willing to work on weekends.

Willing to travel and work across multiple branches.

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