We are looking Guest Experience Manager

Society Qatar; Doha; On-site; QAR 140,000 - 230,000; Full time

Job summary

Society Qatar is seeking a Guest Experience Manager to lead hospitality-led member experiences across the Society club and its divisions. You will champion warmth, presentation, and personalised service at every touchpoint.

Working closely with the Club Manager and Sales leadership, you will drive first impressions, member engagement, and service recovery to boost retention and brand advocacy. The role also involves coaching front-of-house teams and upholding health, safety, and club standards.

Qualifications

• Experience in hospitality or guest experience leadership.
• Strong customer service and guest relations background.
• Proven ability to handle VIP or long-stay guests.
• Excellent interpersonal and communication skills.
• IT literacy with CRM or guest management systems.

Responsibilities

• Own the first impression experience for members and guests entering the club.
• Manage member engagement, loyalty, and retention activities.
• Handle member feedback and service recovery.
• Coach front-of-house teams and support training initiatives.
• Act as Duty Manager and oversee in-club operations.
• Ensure health, safety, and club procedures compliance.

Skills

Hospitality leadership

Customer service

VIP guest management

Complaint handling

Interpersonal skills

CRM/guest management

Fitness/wellness industry experience

Tools

CRM software

Job description

All Society Sport Center Divisions and Subsidiaries

Reporting To

Direct Reports

Sales & Experience Supervisors, Sales & Experience Consultants (Call Centre) – Split Responsibility with Sales Manager

Role Purpose

The Guest Experience Manager is responsible for delivering an exceptional, hospitality-led member experience across all touchpoints of the Society journey.

Drawing on best practice from premium hospitality environments, this role ensures that members — particularly new, long-term, high-value, and at-risk members — feel recognized, valued, and consistently cared for. Working closely with the Club Manager and Sales Manager, the Guest Experience Manager acts as the guardian of first impressions, ongoing engagement, and service recovery, driving retention and brand advocacy.

Key Responsibilities

Guest Experience & First Impressions

• Own the first impression experience for members and guests entering the club.
• Ensure a warm, professional, and personalised welcome at every touchpoint.
• Act as the primary point of contact for new, long-term, and high-value members.
• Ensure all teams are briefed on member needs and preferences where appropriate.
• Maintain exceptional presentation, atmosphere, and service tone across all member-facing areas.

Member Engagement, Loyalty & Retention

• Build meaningful relationships with members to enhance engagement and loyalty.
• Proactively seek verbal and written member feedback and act on insights.
• Lead outreach to new members, long-term members, and at-risk members.
• Support renewal and cancellation save conversations in partnership with the Sales team.
• Recognise and reward loyal members through appropriate gestures and experiences.

Service Recovery & Feedback Management

• Own the professional handling of member feedback, concerns, and complaints.
• Resolve issues promptly, empathetically, and in line with Society service standards.
• Escalate recurring or high-risk issues to Operations leadership when required.
• Ensure effective service recovery that turns negative experiences into positive outcomes.

Team Coaching, Standards & Culture

• Coach front-of-house teams to deliver hospitality-level service consistently.
• Provide real-time feedback and guidance to reinforce expected behaviours.
• Support training initiatives related to service excellence and member engagement.
• Promote a culture of ownership, pride, and attention to detail.

Duty Management & In-Club Experience

• Act as Duty Manager when required, ensuring smooth daily operations.
• Maintain high standards of cleanliness, safety, and presentation.
• Support opening and closing procedures in line with operational standards.
• Coordinate with the ROM on operational or facility issues impacting experience.
• Ensure compliance with health & safety and club procedures.

What Success Looks Like (KPIs)

• High member satisfaction scores (NPS / CSAT).
• Strong member retention and reduced churn.
• Positive member feedback and effective service recovery.
• Consistent delivery of hospitality-led service standards.
• High engagement from new and long-term members.

Experience & Qualifications

• Proven experience in a hospitality or guest experience leadership role.
• Strong background in customer service, guest relations, or front-of-house management.
• Experience managing VIP or long-stay guests/members advantageous.
• Confident handling complaints and service recovery.
• Excellent interpersonal and communication skills.
• Strong IT literacy and confidence using CRM or guest management systems.
• Experience within fitness, wellness, or lifestyle environments advantageous.