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<p><h4>Description</h4> <p>The hospitality & guest experience manager is the custodian of the club's member and guest experience. Responsible for delivering a world-class hospitality offering, this role ensures every touchpoint reflects the standards of a five-star private club. Combining exceptional relationship management with operational oversight, the role builds strong connections with members while driving service excellence across all facilities, departments, and events.</p> <p>Working cross-functionally, the hospitality & guest experience manager champions a culture of genuine hospitality, proactively anticipates member needs, and continuously elevates the club experience through attention to detail, service innovation, and operational excellence.</p> <h4>Responsibilities</h4> <p><strong>1. Member & guest experience</strong></p> <ul> <li>Build meaningful relationships with members, understanding their preferences, expectations, and feedback</li> <li>Ensure every member interaction reflects the standards of a luxury private club</li> <li>Personally engage with members throughout the club, maintaining a visible presence across facilities</li> <li>Resolve member concerns promptly, professionally, and with a service recovery mindset</li> <li>Identify opportunities to surprise and delight members through personalised experiences</li> <li>Act as the primary hospitality ambassador for members, guests, VIPs, and visiting delegations</li> </ul> <p><strong>2. Hospitality operations & service excellence</strong></p> <ul> <li>Establish, implement, and continuously improve hospitality standards across all member-facing areas</li> <li>Conduct regular inspections of restaurants, golf facilities, locker rooms, lounges, reception, academy, retail, and public spaces</li> <li>Ensure facilities consistently meet the highest standards of cleanliness, presentation, ambience, and readiness</li> <li>Develop service standards, SOPs, and quality assurance processes aligned with luxury hospitality best practices</li> <li>Monitor daily operations to ensure a seamless member journey across every department</li> </ul> <p><strong>3. Cross-functional service leadership</strong></p> <ul> <li>Partner closely with food & beverage, golf operations, facilities, housekeeping, events, membership, and reception teams to deliver a unified member experience</li> <li>Coordinate operational readiness for tournaments, corporate events, weddings, VIP visits, and member functions</li> <li>Identify service gaps and lead cross-department initiatives to improve the overall club experience</li> <li>Promote collaboration and accountability for service excellence across the organisation</li> </ul> <p><strong>4. Quality assurance & continuous improvement</strong></p> <ul> <li>Develop and monitor guest experience KPIs, member satisfaction metrics, and service quality standards</li> <li>Conduct regular mystery audits and operational walkthroughs</li> <li>Analyse member feedback, complaints, and trends to identify improvement opportunities</li> <li>Lead service improvement projects and monitor implementation across departments</li> <li>Benchmark the club against leading luxury hospitality and private club standards</li> </ul> <p><strong>5. Training & service culture</strong></p> <ul> <li>Champion a hospitality-first culture throughout the organisation</li> <li>Design and deliver customer service training programmes for all member-facing employees</li> <li>Coach managers and supervisors on luxury service delivery and member engagement</li> <li>Reinforce standards through regular observations, coaching, and feedback</li> <li>Recognise and celebrate exceptional service across teams</li> </ul> <p><strong>6. Club ambience & member engagement</strong></p> <ul> <li>Oversee the overall atmosphere and presentation of the club to ensure a welcoming, refined, and memorable environment</li> <li>Work with marketing, membership, and events teams to enhance member engagement initiatives</li> <li>Support the delivery of exclusive member experiences and hospitality activations</li> <li>Ensure seasonal décor, signage, music, amenities, and service touches align with the club's premium positioning</li> </ul> <h4>Requirements</h4> <ul> <li>Bachelor's degree in hospitality management, hotel management, tourism, business administration, or a related discipline</li> <li>5–8+ years' experience in luxury hospitality, private clubs, five-star hotels, luxury resorts, or premium lifestyle destinations</li> <li>Proven experience in guest relations, front office, hospitality operations, or luxury service management</li> <li>Strong understanding of luxury hospitality standards, member experience, and service excellence frameworks</li> <li>Experience leading cross-functional service improvement initiatives</li> <li>Exceptional interpersonal, communication, and relationship-building skills</li> <li>Comfortable engaging with senior executives, VIPs, members, and international guests</li> <li>Experience designing service standards and delivering hospitality training is highly desirable</li> </ul></p><p></p>

<p><h4>Company description<\/h4>\n<p>Introducing Raffles Al Areen Palace Bahrain, an extraordinary addition to Raffles Hotel's renowned portfolio. This ultra-luxury property offers a unique experience as \"The Palace of the Secret Garden.\" With 78 private pool villas ranging from 1 to 3 bedrooms, Raffles Al Areen Palace Bahrain redefines luxury hospitality in Bahrain. Our spacious villas, starting from 400 sqm, feature private pools and jacuzzis, providing guests with ultimate relaxation and privacy. Our dedicated team of Raffles Legendary Butlers ensures exceptional service and attention to detail, creating unforgettable moments for each guest. Conveniently located just 40 minutes from the airport and 30 minutes from the City Center, Raffles Al Areen Palace Bahrain offers easy access to Exhibition World Bahrain, Bahrain International Circuit (BIC), and the Al Dana Amphitheater, making it an ideal choice for cultural, entertainment, and business destinations.<\/p>\n<h4>Job description<\/h4>\n<p>Supports butlers in creating personal connections with guests through emotional luxury.<br>\nResponsible to have full knowledge of in suite and maxi bar set-ups.<br>\nSupports butler in regular service offerings including unpacking, packing, light laundry handling, shoe-shine service if needed.<br>\nFully understands the difference of room categories and guest levels \/ VIPs.<br>\nPromptly answers calls, instant messages from the butler they work with as well as in their department.<br>\nEngages, customizes and organises in suite maxi bar set-ups for the occupied suites with the instructions of the butler.<br>\nMake sure to report used items in suites maxi bars and are charged to the guest\u2019s accounts.<br>\nMake sure butler trolleys and dedicated pantries are well-stocked and ready for the next shift.<br>\nCleans and maintains all butler working areas including guest suites, pantries, stores, equipment, perishables, stationery, etc. with the instruction and support of the butler they work with.<br>\nFollows up necessary hygiene procedures on daily basis.<br>\nCompletes the missing products from purchasing department and stocks them neatly in the designated pantries \/ storages.<br>\nWorks closely with in room dining and engages \/ customizes replenishment of amenities for the occupied suites with the instructions of the butler.<br>\nResponsible for removal and exchange of dirty plates, cutleries, glasses etc. while replenishing amenities and maxi bars for occupied suites with the instructions of the butler.<br>\nEnsures all communication is carried clearly amongst the team.<br>\nIntuitively anticipates through observation and interactions guests\u2019 needs and wants. Shares guest preferences with butlers to be recorded on guest\u2019s profile.<br>\nEnsures service standards and individual performance are aligned with Accor Hotels values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.<br>\nCooperates closely with butlers and butler supervisors to ensure a seamless service. Acts as a link for guests with all other areas of the hotel.<br>\nAddresses any security incidents and guest complaints to the Head Butler and reacts proactively when suitable and appropriate.<br>\nPerforms any duties and special projects as requested by management whether in your own department or any other department in the hotel.<br>\nFollows hotel evacuation policy in case of an emergency.<\/p>\n<h4>Qualifications<\/h4>\n<p>Possesses strong interpersonal skills and ability to communicate in a second language.<br>\nAscertains and addresses guest\/colleague needs.<br>\nFocuses on service with an eye for detail and an approachable attitude.<br>\nWorks well under pressure, analyses and resolves problems, exercises good judgment and with a high degree of professionalism.<br>\nPrioritizes and organizes work assignments and delegates work effectively.<br>\nSelf-motivates and shows good initiative in a dynamic environment.<br>\nEnsures security and confidentiality of guest and hotel information.<br>\nEmbraces and responds to change effectively.<br>\nUnderstands international luxury travelers and their needs.<br>\nAn understanding of cultural nuances in dealing with local and Middle Eastern guests.<br>\nAnticipates the needs and the assistance a butler might need upon a guest\u2019s stay, from their arrival to departure.<br>\nStrives an effort to capture the fineness of the everyday work.<br>\nShows enthusiasm for self-development.<\/p>\n<h4>Additional information<\/h4>\n<p>Opportunity to join the first Raffles in Bahrain<br>\nEmployee benefit card offering discounted rates in Accor worldwide<br>\nLearning programs through our Academies<br>\nOpportunity to develop your talent and grow within your property and across the world!<br>\nAbility to make a difference through our Corporate Social Responsibility activities.<\/p><\/p><p><\/p>