Guest Services Executive (Trifecta Surf Club

About the role

You are the first and most consistent touchpoint for every guest. Your job is to make surfing accessible, build the sense of belonging that keeps guests coming back, and guide them toward the right next step in their progression. You own the guest journey from arrival to departure.

Key responsibilities

Welcome guests, assess their experience level, and match your approach to the guest type in front of you

Guide every guest through registration, waiver, safety briefing, session flow, and logbook orientation

Ensure guests are correctly fitted with the right board and safety gear before they enter the wave

Enforce safety protocols, wave etiquette, and emergency procedures at all times

Recommend the right class, pack, or membership based on the guest in front of you

Maintain cleanliness and readiness of all guest-facing areas and equipment at the start of every shift

Process transactions accurately and maintain guest interaction records

Serve as the escalation point for service recovery, guest complaints, and operational issues during your shift

Drive conversion targets actively: track your numbers, identify patterns, and adjust your approach

Build community by name-remembering returning guests, fostering connections between members, and supporting club events

About you

18 years and above

Strong customer service mindset and confident communicator

Available for weekends, peak periods, and public holidays

Basic surfing knowledge or genuine familiarity with surf or board sport culture (preferred but not required)

Experience in hospitality, concierge, or sports/recreation environments (highly advantageous)

Minimum 1 year in a guest-facing or customer service role, ideally in sports, hospitality or recreation

Demonstrated ability to convert and upsell in a service context

Active surfer or surf community participant (strongly preferred)

Natural coach or mentor, comfortable bringing up the people around you