Assistant Manager Customer Relations

DLF Hospitality; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Job summary

DLF Hospitality in Gurugram seeks a Member Relations professional to coordinate member services and golf-related activities, ensuring personalised experiences and seamless cross-department collaboration across Golf Operations, F&B, Recreation, and Club Services.

Ideal candidates have 3–5 years in premium hospitality roles and strong communication, CRM, and event-management skills to uphold our luxury club standards.

Qualifications

• Graduate in Hospitality Management, Sports Management, Business Administration, or related discipline.
• 3-5 years of experience in Member Relations, Guest Relations, Golf Operations, Hospitality, Luxury Clubs, Resorts, or Premium Leisure Facilities.

Responsibilities

• Manage member enquiries, requests, and feedback with timely resolution.
• Coordinate tee times, tournaments, coaching schedules, and member activities.
• Maintain accurate member records and personalize member experiences.
• Support seamless execution of golf events and member communications.
• Build knowledge of golf operations, etiquette, handicaps, and club policies.
• Stay updated on club programs, events, and member offerings.
• Identify opportunities to enhance member engagement and service delivery.
• Participate in learning initiatives to strengthen operational effectiveness.

Skills

Excellent communication

Relationship-building

Event coordination

Problem-solving

Multitasking

Customer service

Education

Bachelor's degree in Hospitality Management

Tools

CRM software

MS Office

Club management software

Digital communications tools

Job description

To support the Customer Relations function in delivering an exceptional golfing and club experience by coordinating member services, facilitating golf-related activities, maintaining accurate member information, and fostering strong member engagement. The role acts as a key point of contact for members, ensuring seamless coordination across Golf Operations, F&B, Recreation, and Club Services while upholding the Club's premium hospitality and service standards.

KEY RESPONSIBLITIES

Drive Operational Excellence

• Manage member enquiries, requests, and feedback with timely resolution.
• Coordinate tee times, tournaments, coaching schedules, and member activities.
• Maintain accurate member records and personalize member experiences.
• Support seamless execution of golf events and member communications.
• Build knowledge of golf operations, etiquette, handicaps, and club policies.
• Stay updated on club programs, events, and member offerings.
• Identify opportunities to enhance member engagement and service delivery.
• Participate in learning initiatives to strengthen operational effectiveness.

People Management

• Build strong relationships with members, guests, and stakeholders.
• Collaborate with Golf Operations, Pro Shop, F&B, and support teams.
• Deliver personalized service and memorable member experiences.
• Handle member concerns with professionalism and discretion.

Business & Financial Acumen

• Monitor member satisfaction, participation, and engagement trends.
• Support promotion of golf tournaments, events, and club activities.
• Assist in reporting and tracking service metrics and feedback.
• Contribute to initiatives that improve member retention and utilization.

Managing Legal & Compliance Practices

• Ensure compliance with club policies, golf regulations, and member guidelines.
• Maintain confidentiality and accuracy of member information.
• Support adherence to governance and operational standards.

Occupational Health & Safety Responsibilities

• Promote a safe environment across golf and clubhouse operations.
• Report and elevate safety risks, incidents, and concerns promptly.
• Adhere to emergency, evacuation, and first-aid procedures.

JOB REQUIREMENTS / HIRING PROFILE

Qualification

• Graduate in Hospitality Management, Sports Management, Business Administration, or related discipline.

Work Experience

• 3-5 years of experience in Member Relations, Guest Relations, Golf Operations, Hospitality, Luxury Clubs, Resorts, or Premium Leisure Facilities.

Skills

• Excellent communication and relationship-building skills.
• Proficient in CRM systems, MS Office, club management software, and digital communication tools.
• Strong coordination, event management, and problem-solving capabilities.
• Ability to manage multiple member interactions while maintaining service excellence.