Job description
Join a premier luxury hotel group as a Guest Experience Manager at Aurora Luxe Hotels in Singapore. You will lead and inspire a guest-centric team to deliver memorable stays, anticipate guest needs, and elevate every touchpoint from arrival to departure.
We blend timeless hospitality with modern technology to create personalized experiences for a diverse clientele. If you are passionate about service excellence, thrive under pressure, and have a proven track record of lifting guest satisfaction scores, this is your opportunity to influence guest journeys at a high level.
What you will do include overseeing front desk operations, concierge interactions, and collaboration with kitchen and housekeeping to ensure flawless service. You will mentor staff, implement service standards, and analyze guest feedback to drive continuous improvement. Competitive compensation, dynamic career path, and comprehensive benefits await the right leader.
How to apply: Submit your resume and a brief cover letter highlighting your leadership in guest experience. We look forward to welcoming you to our team.
Responsibility
- Lead the end-to-end guest journey from check-in to check-out, ensuring a seamless, personalized experience.
- Coach and manage the front desk, concierge, and guest services teams to uphold luxury service standards.
- Resolve guest concerns promptly and effectively, turning challenges into positive outcomes.
- Collaborate with housekeeping, F&B, and events teams to coordinate guest services for VIPs and special occasions.
- Monitor guest feedback, NPS, and service metrics; implement data-driven improvements.
- Design and deliver staff training on service excellence, upselling, and brand standards.
- Assist with revenue initiatives, upselling experiences, and Loyalty/CRM programs to enhance guest loyalty.
Qualification
- Bachelor's degree in Hospitality Management or related field, or equivalent experience.
- Minimum 3 years in guest services or front desk leadership within luxury or upscale hotels.
- Proven track record of achieving high guest satisfaction scores and effective complaint resolution.
- Excellent communication and interpersonal skills; fluent in English; additional languages are a plus.
- Strong leadership, coaching, and team development abilities.
- Proficiency with property management systems (PMS) and CRM tools; data-driven decision making.
- Flexible availability for shifts, weekends, and holidays; ability to work across multiple departments.