Job description
Join Astra Luxe Hotels, a premium hospitality brand delivering unforgettable guest experiences in the heart of Singapore. We are seeking a proactive and guest-focused Guest Experience Manager to lead service excellence across the front of house, guest relations, and amenities.
In this role, you will partner with operations, F&B, and housekeeping to elevate the guest journey from pre-arrival to post-stay, mentor a high-performing team, and ensure consistency with our brand standards. We offer a competitive salary, comprehensive benefits, and opportunities for career growth in a dynamic, luxury-oriented environment.
Based at our Marina Bay flagship, you will champion a guest-centric culture, respond to feedback with urgency, and implement strategies that drive guest satisfaction scores and loyalty.
Responsibility
- Lead and mentor the Guest Experience team at the Front Office to deliver exceptional service.
- Develop and implement service standards across arrivals, departures, and in-stay interactions.
- Manage guest feedback channels, respond to complaints, and coordinate with departments to resolve issues promptly.
- Collaborate with F&B and events teams to create memorable guest experiences and upsell opportunities.
- Monitor guest satisfaction metrics, prepare reports, and drive continuous improvement initiatives.
- Train and coach team on brand standards, product knowledge, and service recovery.
- Ensure smooth check-in/check-out experiences and seamless VIP handling for high-value guests.
Qualification
- Bachelor’s degree in Hospitality, Business, or related field.
- Minimum 3 years in guest relations, front office leadership, or hospitality management.
- Proven track record of delivering high guest satisfaction in premium or luxury environments.
- Excellent communication, problem-solving, and conflict resolution skills.
- Proficiency with PMS (e.g., Opera, Fidelio) and POS systems; strong MS Office skills.
- Fluent in English; additional languages are a plus.
- Ability to work flexible shifts, including weekends and holidays.
- Strong leadership mindset with demonstrated team development and mentorship capabilities.