# Hospitality & Guest Experience Manager > Hire Fellows · Riffa, Bahrain · Full-time · Posted 2026-07-12 **Workplace:** on_site ## Description The Hospitality & Guest Experience Manager is the custodian of the club's member and guest experience. Responsible for delivering a world-class hospitality offering, this role ensures every touchpoint reflects the standards of a five-star private club. Combining exceptional relationship management with operational oversight, the role builds strong connections with members while driving service excellence across all facilities, departments, and events. Working cross-functionally, the Hospitality & Guest Experience Manager champions a culture of genuine hospitality, proactively anticipates member needs, and continuously elevates the club experience through attention to detail, service innovation, and operational excellence. ### Responsibilities ### **1\. Member & guest experience** - Build meaningful relationships with members, understanding their preferences, expectations, and feedback - Ensure every member interaction reflects the standards of a luxury private club - Personally engage with members throughout the club, maintaining a visible presence across facilities - Resolve member concerns promptly, professionally, and with a service recovery mindset - Identify opportunities to surprise and delight members through personalised experiences - Act as the primary hospitality ambassador for members, guests, VIPs, and visiting delegations ### **2\. Hospitality operations & service excellence** - Establish, implement, and continuously improve hospitality standards across all member-facing areas - Conduct regular inspections of restaurants, golf facilities, locker rooms, lounges, reception, academy, retail, and public spaces - Ensure facilities consistently meet the highest standards of cleanliness, presentation, ambience, and readiness - Develop service standards, SOPs, and quality assurance processes aligned with luxury hospitality best practices - Monitor daily operations to ensure a seamless member journey across every department ### **3\. Cross-functional service leadership** - Partner closely with Food & Beverage, Golf Operations, Facilities, Housekeeping, Events, Membership, and Reception teams to deliver a unified member experience - Coordinate operational readiness for tournaments, corporate events, weddings, VIP visits, and member functions - Identify service gaps and lead cross-department initiatives to improve the overall club experience - Promote collaboration and accountability for service excellence across the organisation ### **4\. Quality assurance & continuous improvement** - Develop and monitor guest experience KPIs, member satisfaction metrics, and service quality standards - Conduct regular mystery audits and operational walkthroughs - Analyse member feedback, complaints, and trends to identify improvement opportunities - Lead service improvement projects and monitor implementation across departments - Benchmark the club against leading luxury hospitality and private club standards ### **5\. Training & service culture** - Champion a hospitality-first culture throughout the organisation - Design and deliver customer service training programmes for all member-facing employees - Coach managers and supervisors on luxury service delivery and member engagement - Reinforce standards through regular observations, coaching, and feedback - Recognise and celebrate exceptional service across teams ### **6\. Club ambience & member engagement** - Oversee the overall atmosphere and presentation of the club to ensure a welcoming, refined, and memorable environment - Work with Marketing, Membership, and Events teams to enhance member engagement initiatives - Support the delivery of exclusive member experiences and hospitality activations - Ensure seasonal décor, signage, music, amenities, and service touches align with the club's premium positioning ## Requirements - Bachelor's degree in Hospitality Management, Hotel Management, Tourism, Business Administration, or a related discipline - 5–8+ years' experience in luxury hospitality, private clubs, five-star hotels, luxury resorts, or premium lifestyle destinations - Proven experience in guest relations, front office, hospitality operations, or luxury service management - Strong understanding of luxury hospitality standards, member experience, and service excellence frameworks - Experience leading cross-functional service improvement initiatives - Exceptional interpersonal, communication, and relationship-building skills - Comfortable engaging with senior executives, VIPs, members, and international guests - Experience designing service standards and delivering hospitality training is highly desirable ## Apply [Apply at Hire Fellows](https://apply.workable.com/hirefellows/j/E478A37AEE/apply) --- Powered by [Workable](https://www.workable.com)