Job description
Join Aurora Luxe Hotels, where luxury meets impeccable service. We are seeking a high-energy Guest Experience Manager to lead guest engagement strategies across our flagship property in Singapore.
In this role, you will partner with Front Office, F&B, and Concierge teams to create memorable stays, drive guest satisfaction, and innovate service delivery. You will mentor a team of guest relations specialists, analyze guest feedback, and implement action plans that elevate service levels and profitability.
What we offer: competitive salary, comprehensive health benefits, staff discounts, and a dynamic, career-forward culture.
Responsibility
- Lead and oversee all guest experience initiatives across the hotel, ensuring consistency in service excellence.
- Coach and mentor a team of guest relations associates; drive training and development plans.
- Monitor guest feedback channels (surveys, reviews, in-person) and implement improvements with cross-functional partners.
- Collaborate with Front Office, F&B, and Concierge to design personalized guest experiences and upsell opportunities.
- Develop standardized service protocols to ensure seamless arrival, stay, and departure experiences.
- Analyze occupancy trends and occupancy-related guest needs to optimize service delivery and operational efficiency.
- Lead guest recovery with timely, empathetic resolutions to complaints and service gaps.
Qualification
- Bachelor’s degree in Hospitality, Business, or a related field; or equivalent professional experience.
- 5+ years in hotel operations or guest services, with at least 2 years in a leadership role.
- Proven track record of improving guest satisfaction scores and loyalty metrics.
- Excellent communication, problem-solving, and conflict resolution skills.
- Strong leadership and team-building capabilities; experience coaching diverse teams.
- Proficiency with hotel management systems (PMS), CRM, and point-of-sale platforms.
- Fluent in English; additional languages are a plus.