Senior Guest Relations Officer

Overview

Core Guest Relations is the face of CORE, the role encompasses reception, reservation, and
hosting as well as administrative duties, and competent use of the CRM and booking system.
Achieve 80% members satisfaction, solve any problem with 24hr, if with 3rd parties 48hr lead
time, ensuring that we as a business deliver our vision and reach our financial targets. Ensure
all guests are served and cared for through efficient and smooth operation of the reception,
telephones, and hosting. Focused on service excellence as per company guidelines, Guest
Relations are the CORE ambassadors and it is an essential part in making everyone feel
welcome, valued, comfortable and deliver an exceptional customer experience.

Job Responsibilities:

• All members to be greeted professionally, treated equally, receive exceptional and consistent service, feel valued and comfortable in their environment.

• Keep records of members interactions, process customer accounts, and file documents.

• Identify members needs to achieve satisfaction.

• Keep records of members interactions and transactions, recording details of inquiries, complaints, comments,and actions are taken.

• Holds a positive attitude towards all members and is resourceful in finding resolutions and supporting queries.

• Proactively collect feedback from members, document and share it. Ensure the correct action is taken to handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure
resolution.

• Proactively engage people in exercise and activity is at the heart of everything you do.

• Brand awareness creation, always go the extra mile to engage members.

• Attend all members calls and identify and assess members needs to achieve satisfaction.

• Build sustainable relationships of trust through open and interactive communication with members and the CORE team.

• Build a value for money culture amongst members and the CORE team.

• Customer education about the standards, rules, and regulation inside the club.

• Ensure all members go through all the steps of the member journey effectively to maximize the results and keep them engaged.

• All interactions with members are submitted into the system.

• “Be Backs” and prospect management is consistently followed up within 48 hours.

• Calls are delivered according to the SOP, with energy and enthusiasm.

• Membership administration is carried out efficiently and with attention to detail.

• Membership data always remains confidential.

• Delivery of welcoming email and all communication plans.

• Participation in all marketing and community building activities.

Experiences & Qualifications

• University Diploma or Bachelor’s
• Minimum of 4 years’ experience required within guest service or customer care in fitness or wellness (hospitality).
• Available to work flexible hours.
• Customer centric with a high level of enthusiasm and a positive attitude.
• Saudi Nationals Only