About Company
Baguio Country Club, established in 1905, is one of the most prestigious and historic clubs in the Philippines. Nestled amidst the cool mountain air and lush pine forests of Baguio City, we offer an unparalleled experience in hospitality, leisure, and recreation. Our commitment to excellence, tradition, and impeccable service defines our legacy, providing discerning members and guests with world-class facilities, exquisite dining, and memorable events. We pride ourselves on creating a serene and luxurious retreat, upholding the highest standards of guest satisfaction and member relations, ensuring every visit is an unforgettable escape into elegance and comfort.
Job Description
Baguio Country Club is seeking an accomplished, visionary, and service-oriented Chief Service Officer (CSO) to lead our entire service delivery ecosystem. This executive-level position is paramount to upholding and elevating the legendary service standards that have defined our club for over a century. The Chief Service Officer will be responsible for conceptualizing, implementing, and overseeing all aspects of member and guest experience, ensuring every interaction reflects our unwavering commitment to excellence, luxury, and personalized attention. This pivotal role demands a strategic leader who can transform a grand service vision into actionable strategies, driving operational efficiency, fostering staff empowerment, and ensuring continuous improvement across all departments – from front office and food & beverage to recreation, housekeeping, and events.
The CSO will be the ultimate guardian of our brand’s service promise, fostering a pervasive culture of proactive hospitality, anticipating member and guest needs, and resolving challenges with grace, diplomacy, and professionalism. You will play a central role in shaping the future of member engagement, leveraging advanced analytics from feedback mechanisms to innovate service offerings, and ensuring that Baguio Country Club consistently remains the benchmark for premium hospitality in the region. The ideal candidate will possess an unyielding passion for service, exceptional leadership capabilities, and a proven track record in high-end hospitality environments, preferably within a luxury resort or private club setting. Join us in preserving a cherished legacy while pioneering new heights of guest and member satisfaction.
Key Responsibilities
- Develop, implement, and continuously refine a comprehensive service strategy aligned with the Club's vision, brand standards, and member expectations.
- Oversee and optimize all member and guest touchpoints, ensuring consistent, high-quality, and personalized service delivery across all operational departments including Front Office, Food & Beverage, Housekeeping, Recreation, Spa, and Events.
- Lead, mentor, and inspire a diverse team of service professionals, fostering a culture of excellence, accountability, empathy, and continuous learning.
- Establish, monitor, and enforce stringent service quality standards and operational procedures, conducting regular audits and implementing effective corrective actions as needed.
- Analyze member and guest feedback, satisfaction surveys, and complaint data to identify trends, address systemic issues proactively, and drive impactful service innovations.
- Collaborate seamlessly with other executive leaders to ensure synchronized, inter-departmental operations that enhance the overall guest experience and operational efficiency.
- Develop, manage, and optimize service-related budgets, ensuring fiscal responsibility while maintaining and elevating high service levels.
- Design and implement robust training programs and professional development initiatives to enhance staff skills, product knowledge, service etiquette, and cultural awareness.
- Stay abreast of global industry best practices, emerging service technologies, and luxury hospitality trends to maintain a competitive advantage and anticipate future member needs.
- Represent the Club in interactions with VIP members, high-profile guests, and key stakeholders, resolving complex issues with diplomacy, discretion, and strategic foresight.
- Drive initiatives aimed at enhancing member retention, fostering loyalty, and attracting new members through consistently exceptional service experiences.
Required Skills
- Exceptional strategic leadership and executive team management capabilities.
- Profound and extensive understanding of luxury hospitality operations and service standards.
- Demonstrated expertise in strategic planning, execution, and change management.
- Outstanding interpersonal, written, and verbal communication skills, including public speaking.
- Strong analytical and advanced problem-solving abilities with a data-driven approach.
- Deeply ingrained customer-centric mindset with an unwavering passion for delivering unparalleled guest experiences.
- Proficiency in advanced hospitality management software, CRM systems, and performance analytics tools.
- Superior financial acumen and extensive experience in budget management and cost control.
- Ability to thrive and lead effectively in a fast-paced, high-pressure, and highly demanding executive environment.
- Proven ability to build and maintain strong relationships with diverse stakeholders.
Preferred Qualifications
- Master's degree in Hospitality Management, Business Administration, or a related executive field.
- Certification in Luxury Service Management, Customer Experience Design, or Quality Management.
- Previous experience as a Chief Service Officer, Vice President of Operations, or General Manager in a renowned international luxury hotel brand or prestigious private members' club.
- Proficiency in multiple languages, particularly local dialects or other relevant foreign languages.
- Demonstrated success in leading significant service transformation initiatives and achieving measurable improvements in guest satisfaction scores.
Perks & Benefits
- Highly competitive executive salary and performance-based bonus package.
- Comprehensive health, dental, and vision insurance benefits for you and your family.
- Generous paid time off, including vacation, sick leave, and holidays.
- Extensive professional development and executive training opportunities.
- Exclusive club membership privileges and discounts on club facilities and services.
- Relocation assistance package (if applicable) for qualified candidates.
- Housing allowance or assistance.
- A unique opportunity to lead and innovate within a historic and highly prestigious institution.
- Wellness programs and employee assistance program.
How to Apply
Interested candidates who meet the qualifications are invited to submit a detailed resume and a comprehensive cover letter outlining their strategic leadership experience and proven track record in luxury service excellence. Please ensure your application highlights your passion for hospitality and your vision for enhancing guest and member satisfaction. All applications must be sent via the provided application link below.
