Job description
Join Aurora Luxe Hotels, a premium hospitality brand redefining guest experiences in Singapore. We are seeking a dynamic Guest Experience Manager to lead service excellence across our properties, inspire teams, and ensure unforgettable stays from check-in to check-out.
As our next leader, you will shape guest journeys, implement world-class standards, and collaborate with operations, F&B, and marketing to elevate every touchpoint.
Responsibility
- Lead the development and execution of a comprehensive Guest Experience strategy across all outlets, establishing service standards that reflect our brand and drive loyalty.
- Oversee front desk, guest relations, concierge, and F&B service to ensure seamless, personalized guest journeys.
- Train, coach, and mentor teams to deliver consistent service excellence; monitor KPIs and provide actionable feedback.
- Own guest recovery and escalation management with empathy and quick resolution to protect brand reputation.
- Collaborate with Revenue, Marketing, and Operations to optimize guest satisfaction scores and refine loyalty initiatives.
- Manage budgets, staffing plans, and resource allocation to maximize efficiency without compromising service quality.
- Ensure compliance with health, safety, and regulatory requirements, maintaining impeccable standards across properties.
Qualification
- Bachelor's degree in Hospitality Management or related field; advanced certifications a plus.
- Minimum 5 years of progressive leadership experience in luxury or premium hospitality settings.
- Proven track record of improving guest satisfaction scores and loyalty metrics.
- Excellent leadership, communication, and problem-solving abilities; conflict resolution flair.
- Strong operational acumen with familiarity in PMS systems (Opera, Oracle OPERA, or similar).
- Data-driven mindset; proficient with reporting, forecasting, and budgeting basics.
- Ability to work in a fast-paced, guest-centric environment; flexible schedule and adaptability.
- Eligibility to work in Singapore; available for immediate or short-notice start.