OVERVIEW OF POSITION
The Rewards Club Manager is responsible for leading the Rewards Club Team to deliver exceptional first impressions and personalized guest experiences. The role centers on reception services, guest welcome, and management of the Rewards Club, promoting loyalty and enhancing the overall customer journey. The Rewards Club Manager plays a key role in ensuring every guest interaction reflects the brand’s high service standards.
Duties may include but are not limited to:
Address and resolve guest inquiries and concerns with professionalism and efficiency.
Respond to calls, emails, and messages regarding membership and guest service requests.
Liaise with relevant departments to ensure consistent service delivery across all guest contact points.
Supervise and lead Hosts and Senior Hosts to provide outstanding guest welcome and front- of- house service.
Promote and explain the Rewards Club benefits, assist guests in enrolling, and ensure accurate data input.
Stay updated on club promotions, events, entertainment, and offerings to provide accurate guest information.
Maintain reception and front desk operations, ensuring cleanliness, readiness, and efficient service.
Ensure professional, warm, and personalized greetings to all arriving guests and members.
Monitor and analyze guest feedback to improve service quality and guest satisfaction.
Engage with members to encourage usage and participation in Rewards Club promotions.
Uphold privacy and safety standards for all guests during interactions and data handling.
Train Host team members in service etiquette, communication, and loyalty program knowledge.
Ensure a welcoming environment at all times, including managing ambient elements like scent, music, and temperature in guest areas.
Manage all touchpoints that shape the guest&039;s first impression, from entrance greeting to club navigation support.
KEY FUNCTIONS
Guest Reception & First Impressions:
Train staff on hospitality standards and personal interaction.
Monitor and enhance all elements that impact guest arrival experience.
Maintain a welcoming front- of- house environment.
Rewards Club Membership & Engagement:
Promote sign- ups and educate guests on program benefits.
Coordinate with marketing to roll out promotions and rewards.
Track and support ongoing member engagement and satisfaction.
Customer Service & Communication:
Serve as escalation point for service- related concerns.
Support complaint resolution and follow- up.
Ensure all guest communication is prompt, respectful, and helpful.
Staff Management:
Schedule, train, and coach Host team members.
Monitor staff performance and adherence to service standards.
