Guest Experience Associate (TRIFECTA Surf Club)

Apply here now!
https://bld1x0axfxq.typeform.com/trifectacareers

As a Guest Experience Associate at TRIFECTA Surf Club, you are the key touchpoint for all guests entering the club. You ensure a seamless, safe, and energising experience—from first-time surfers to advanced riders—by guiding them through bookings, gear, and wave readiness.

You play a critical role in balancing guest experience, safety, and surf operations, creating a confident and enjoyable environment for every rider stepping onto the wave.

You are responsible for delivering a seamless, high-energy, and personalized guest experience across all touchpoints—from arrival to departure—while embodying the lifestyle and community spirit of Trifecta’s surf club culture. You will act as both a service professional and brand ambassador, ensuring every guest feels welcomed, informed, and inspired.

The primary responsibilities for this position include:

Surf Guest Experience & Onboarding

• Welcome and engage guests arriving for surf sessions
• Anticipate guest needs and deliver personalised recommendations
• Assess guest experience level (first-timer, beginner, intermediate, advanced)
• Guide guests through onboarding:Registration & waiversSafety briefings and session expectationsFlow of the surf sessionLog book orientation
• Build confidence and comfort, especially for first-time surfers

Surf Operations Coordination

• Manage check-in flow to ensure sessions start on time
• Coordinate closely with:Surf instructorsRental/retail team leads (board sizing, fittings)
• Monitor session schedules and manage guest flow in and out of the surf area
• Assist with:

• Surfboard selection (based on skill level)
• Rash guards and safety gear

• Ensure guests are properly equipped before entering the wave area
• Identify and escalate any equipment or fit issues

Safety & Wave Readiness

• Enforce surf safety protocols and facility rules
• Ensure all guests understand:Wave etiquetteTurn-taking and positioningEmergency stop signals and instructions
• Monitor guest readiness and escalate safety concerns when needed

Guest Education & Experience Enhancement

• Educate guests on:Basic surf techniques and expectationsSession flow and progression levels
• Recommend:Surf applicable classesMemberships or repeat sessionsRelevant retail gear (boards, apparel, accessories)
• Assist guests with website navigation, waivers, and onboarding processes
• Provide wayfinding and ensure smooth movement across the club
• Coordinate with instructors, retail, and operations teams to enhance experience

Service Excellence & Environment

• Uphold high standards of customer service and brand experience
• Maintain cleanliness, safety, and organisation of guest-facing areasIncludes spatial housekeeping – Ensuring all FOH areas are neat and tidyEquipment housekeeping – To check all equipment is in working order and safe to use
• Handle guest feedback, complaints, and service recovery professionally
• Maintain strong knowledge of club’s offerings
• Recommend suitable packages, sessions, and experiences based on guest profiles
• Support upselling of memberships, programmes, and retail products

Administrative

• Process transactions accurately (POS systems, bookings, payments)
• Maintain accurate records of guest interactions and bookings
• Support reporting and operational tracking where required
• Support walk-in guests and upsell surf experiences
• Handle guest concerns (e.g., delays, session issues, equipment discomfort)
• Provide prompt and empathetic service recovery
• Work with team leads to resolve issues efficiently

Requirements

• 18 years old and above
• Experience in concierge, or sports/recreation environment preferred
• Basic knowledge of surfing (highly advantageous)
• Familiarity with rental gear or willingness to learn quickly
• Strong customer service and hospitality mindset
• Confident communication and ability to guide guests clearly
• Ability to stay calm under pressure in a fast-paced environment
• Strong coordination and multitasking skills
• Team player with proactive attitude
• Willing to work weekends, peak periods, and holidays