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360 Resourcing Solutions Logo 360 Resourcing Solutions · Hospitality and Tourism

Head of Club Experience

United Kingdom, Bournemouth · Job Posted May 16, 2026
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Job Description

We are seeking a dynamic individual to drive continuous improvement and operational excellence at The Club Company, ensuring alignment with our brand standards. You will analyse customer feedback, identify areas for improvement, and provide strategic direction to enhance customer ratings. Your role will also involve addressing customer needs and overseeing site operations in the absence of the Club Director or General Manager. You’ll lead team engagement, ensure adherence to standards and safety, and step in for leadership when required. Monitoring performance targets, leading team meetings, and collaborating across teams will be key to maintaining smooth operations. Additionally, you’ll mentor your team to ensure exceptional service, optimise resources, and handle customer correspondence, including managing the 'Feed It Back' dashboard and resolving escalated complaints. As part of the role, you'll also take on Duty Manager shifts, working closely with the team to ensure smooth daily operations and providing leadership and support when needed.

Job Responsibility

  • Drive continuous improvement and operational excellence
  • analyse customer feedback
  • provide strategic direction to enhance customer ratings
  • address customer needs
  • oversee site operations in the absence of Club Director or General Manager
  • lead team engagement
  • ensure adherence to standards and safety
  • step in for leadership
  • monitor performance targets
  • lead team meetings
  • collaborate across teams
  • mentor team
  • optimise resources
  • handle customer correspondence including Feed It Back dashboard
  • resolve escalated complaints
  • take on Duty Manager shifts

Requirements

Experience of working in a front of house or golf operations role in a leadership capacity

What we offer

  • Complimentary access to health club, group exercise classes, and golf facilities
  • bonus holiday days to reward long tenure
  • Wedding Day off
  • Birthday Day off
  • paid Volunteer Day after one year's service
  • 70% off meals while on duty and 25% off when off-duty
  • 25% off retail
  • 25% off spa treatments
  • discounted membership for friend or family member
  • access to Employee Assistance Programme
  • personal development programs
  • Cycle to Work scheme
  • exclusive golf competition opportunities
  • Wagestream
  • free parking
  • uniform provided
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