Job description
Join a premium hospitality group in Singapore as our next Hospitality Guest Experience Manager. You’ll lead guest services across the property, drive guest satisfaction, and mentor a high-performing team.
In this role, you’ll partner with operations, food & beverage, and events to ensure flawless service, seamless operations, and memorable guest journeys from check-in to check-out.
We offer a collaborative, guest-centric environment with growth opportunities, competitive compensation, and comprehensive benefits.
Responsibility
- Lead and optimize all guest services across the property, ensuring exceptional service from arrival to departure.
- Manage front desk operations, concierge, and VIP services with a focus on efficiency and guest satisfaction.
- Develop and implement standard operating procedures to elevate service quality and consistency.
- Coach, mentor, and performance-manage a diverse hospitality team; foster a culture of accountability and excellence.
- Collaborate with F&B, events, and housekeeping to coordinate seamless guest experiences and events.
- Monitor guest feedback, analyze trends, and drive continuous improvements to guest satisfaction scores.
- Oversee guest recovery processes, complaints resolution, and service recovery initiatives.
- Prepare monthly reports on guest experience metrics, staffing, and budget adherence.
Qualification
- Bachelor’s degree in Hospitality Management or related field; equivalent practical experience considered.
- Minimum 5 years in hotel or luxury hospitality with leadership responsibilities.
- Proven track record in guest relations, service excellence, and team leadership.
- Strong communication, problem-solving, and conflict-resolution skills.
- Experience with property management systems (PMS) and channel management tools.
- Ability to manage multiple priorities, work flexible shifts, including evenings and weekends.
- Fluency in English; additional languages preferred.
- Strong customer-centric mindset with a passion for creating memorable guest journeys.