Customer Experience Executive

Private Service & Guest Experience Executive
Club Operations / Guest Experience Executive in Private Members’ Dining & Wine Club, reporting to General Manager

1. Position Overview
The Private Service & Guest Experience Executive is responsible for delivering an exceptional, personalised and discreet experience to club members and their guests.

The role combines the standards of luxury hospitality, private dining and personal concierge service, ensuring that every member feels recognised, valued and well cared for throughout their visit.

The successful candidate should possess a warm and refined personality, strong attention to detail, excellent communication skills and the ability to anticipate members’ needs before they are expressed.

This position is not limited to food and beverage service. It is a relationship-driven role, where building trust and familiarity with members is an essential part of the club experience.

2. Key Responsibilities

A. Member & Guest Experience

• Welcome members and their guests in a warm, professional and personalised manner.
• Recognise and remember regular members, their preferences, dietary requirements and service expectations.
• Anticipate members’ needs and proactively provide assistance.
• Develop genuine and professional relationships with members.
• Maintain a high level of discretion and confidentiality at all times.
• Ensure members and guests receive a seamless experience from arrival to departure.
• Handle special requests and arrangements with professionalism and efficiency.
• Assist members with reservations, dining arrangements, private events and other club services.
• Escort and introduce guests where appropriate.
• Maintain awareness of VIP members, special occasions and important guest information.

B. Private Dining Service

• Provide polished table and dining service in accordance with luxury hospitality standards.
• Present menus, explain dishes and communicate relevant information about ingredients and preparation.
• Coordinate closely with the kitchen, restaurant and sommelier teams.
• Ensure food and beverages are delivered accurately and efficiently.
• Monitor the table throughout the dining experience without being intrusive.
• Maintain excellent table presentation and service standards.
• Assist with private dining rooms and exclusive member functions.

C. Wine & Beverage Service

• Work closely with the Sommelier to provide professional wine service.
• Ensure proper handling and presentation of wine and beverages.
• Maintain awareness of members’ beverage preferences.
• Assist with wine dinners, tastings and member-exclusive events.

D. Concierge & Personalised Service

• Assist members with restaurant reservations, event arrangements and other reasonable club requests.
• Coordinate special occasions such as birthdays, anniversaries and celebrations.
• Assist with arranging personalised experiences for members.
• Liaise with external service providers and partners when required.
• Maintain accurate member preference and service records.
• Follow up on member requests to ensure completion and satisfaction.

E. Club Events

• Assist with wine dinners, chef collaborations, tastings, private functions and member events.
• Support event preparation, guest reception and service execution.
• Ensure members receive a personalised experience during club events.
• Assist in coordinating VIP guests and special arrangements.
• Support post-event follow-up and member feedback.

3. Requirements

Essential

• Previous experience in luxury hospitality, private clubs, fine dining, luxury hotels or premium customer service.
• Excellent spoken English and Mandarin.
• Strong interpersonal and communication skills.
• Professional appearance and grooming.
• High level of attention to detail.
• Ability to remain calm and composed under pressure.
• Strong sense of discretion and confidentiality.
• Ability to work evenings, weekends and public holidays when required.

Preferred

• Experience in a private members’ club or luxury hotel.
• Knowledge of fine dining service.
• Experience working with VIP or high-net-worth clientele.
• Additional language skills, particularly Mandarin, would be advantageous.