Guest Services Executive (TRIFECTA Surf Club)

OverviewApply here now! https://bld1x0axfxq.typeform.com/to/AYa6Dbhw As a Guest Services Executive at TRIFECTA Singapore, you are the key touchpoint for all guests entering the surf 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. ResponsibilitiesThe primary responsibilities for this position include: 1. 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 & waivers, Safety briefings and session expectations, Flow of the surf session, Log book orientation • Build confidence and comfort, especially for first-time surfers 2. Surf Operations Coordination• Manage check-in flow to ensure sessions start on time • Coordinate closely with: Surf instructors, Rental/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 3. Safety & Wave Readiness• Enforce surf safety protocols and facility rules • Ensure all guests understand: Wave etiquette, Turn-taking and positioning, Emergency stop signals and instructions • Monitor guest readiness and escalate safety concerns when needed 4. Guest Education & Experience Enhancement• Educate guests on: Basic surf techniques and expectations, Session flow and progression levels • Recommend: Surf applicable classes, Memberships or repeat sessions, Relevant 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 5. Service Excellence & Environment• Uphold high standards of customer service and brand experience • Maintain cleanliness, safety, and organisation of guest-facing areas • Includes spatial housekeeping – Ensuring all FOH areas are neat and tidy • Equipment 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 6. 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 QualificationsRequired• 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