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)