Job description
Join LuxeHarbor Hospitality, a premier luxury hotel group delivering curated guest journeys. We are seeking a dynamic and strategic Guest Experience Manager to lead front-of-house excellence at our flagship property in Singapore. This role blends guest relations, service design, and team leadership to ensure every guest leaves with a lasting impression.
As a senior ambassador of our brand, you will collaborate with all hotel departments to elevate service standards, design memorable guest moments, and implement programs that differentiate our property in a competitive market.
We offer a collaborative work environment, ongoing professional development, and opportunities to influence guest satisfaction at the highest level.
Responsibility
- Oversee daily guest experience operations across Front Desk, Concierge, and Bell Desk to ensure seamless service.
- Develop and implement service standards, SOPs, and training programs for front line teams.
- Collaborate with all hotel departments to anticipate guest needs and resolve issues with urgency and empathy.
- Lead guest feedback initiatives (NPS CSAT) and drive continuous improvement actions.
- Coach and develop staff, fostering a culture of service excellence and accountability.
- Coordinate VIP experiences, events, and personalized recognitions to elevate guest satisfaction.
- Manage guest recovery processes, ensuring timely resolution and retention of valued guests.
Qualification
- Minimum 5 years of hospitality experience with at least 2 years in a leadership role.
- Bachelor's degree in Hospitality, Tourism, or related field preferred.
- Strong leadership, communication, and problem solving skills.
- Proven track record in delivering high guest satisfaction and managing CRM/PMS systems.
- Ability to work flexible hours including weekends and holidays.
- Fluent English; Mandarin or Malay language skills are a plus.