Rewards Club Manager

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:

• Supervise and lead Hosts and Senior Hosts to provide outstanding guest welcome and front-of-house service.
• Ensure professional, warm, and personalized greetings to all arriving guests and members.
• Maintain reception and front desk operations, ensuring cleanliness, readiness, and efficient service.
• Manage all touchpoints that shape the guest's first impression, from entrance greeting to club navigation support.
• Train Host team members in service etiquette, communication, and loyalty program knowledge.
• Promote and explain the Rewards Club benefits, assist guests in enrolling, and ensure accurate data input.
• Engage with members to encourage usage and participation in Rewards Club promotions.
• Address and resolve guest inquiries and concerns with professionalism and efficiency.
• Respond to calls, emails, and messages regarding membership and guest service requests.
• Monitor and analyze guest feedback to improve service quality and guest satisfaction.
• Liaise with relevant departments to ensure consistent service delivery across all guest contact points.
• Stay updated on club promotions, events, entertainment, and offerings to provide accurate guest information.
• Ensure a welcoming environment at all times, including managing ambient elements like scent, music, and temperature in guest areas.
• Uphold privacy and safety standards for all guests during interactions and data handling.

KEY FUNCTIONS

Guest Reception & First Impressions:

• Maintain a welcoming front-of-house environment.
• Train staff on hospitality standards and personal interaction.
• Monitor and enhance all elements that impact guest arrival experience.

Rewards Club Membership & Engagement:

• Promote sign-ups and educate guests on program benefits.
• Track and support ongoing member engagement and satisfaction.
• Coordinate with marketing to roll out promotions and rewards.

Customer Service & Communication:

• Serve as escalation point for service-related concerns.
• Ensure all guest communication is prompt, respectful, and helpful.
• Support complaint resolution and follow-up.

Staff Management:

• Schedule, train, and coach Host team members.
• Monitor staff performance and adherence to service standards.