Guest Experience Manager

Description

We are looking for a dynamic and enthusiastic Guest Experience Manager to join our team, dedicated to offering approachable and personalized service to our esteemed guests. In this role, you will be fully responsible for overseeing the efficient operations of both the Guest Experience department and Club Lounge. Your goal will be to deliver outstanding products and services that align with voco Orchard Singapore's brand standards. Additionally, you will represent the hotel as the Celebrity Service Ambassador, ensuring exceptional experiences for all guests.

Responsibilities and Duties

Participate in staff selection, onboarding, and continuous training to maintain high service standards. * Prepare staff schedules for optimal productivity without compromising guest service. * Ensure staff maintain professional conduct, hygiene, uniforms, and grooming at all times. * Conduct daily shift briefings to discuss VIP arrivals, meetings, guest feedback, and operational issues. * Ensure staff are trained on guest-focused standards and procedures. * Drive performance in recognizing IHG One Rewards members and enrolling new members. * Monitor team performance and provide coaching to address performance gaps. * Assist Front Office Manager in managing departmental expenses and reviewing financial results. * Manage expenses for the Guest Experience team and Club Lounge to ensure profitability. * Build and maintain positive guest relationships to exceed expectations. * Address guest complaints, solicit feedback, and foster continuous improvements in satisfaction. * Communicate guest feedback to relevant departments professionally. * Monitor service trends and guest complaints, working with department heads to develop action plans. * Ensure smooth daily operations of the Club Lounge, meeting brand standards and delivering exceptional service. * Conduct inspections of the front office and public areas, addressing deficiencies promptly. * Communicate VIP arrivals, departures, and special guest needs to relevant departments. * Stay knowledgeable about hotel facilities and services. * Review guest profiles and update in the Opera system prior to arrival. * Coordinate with departments to prepare for VIP arrivals, ensuring tailored amenities and room assignments. * Plan and arrange activities for guests during their stay. * Participate in daily staff briefings and share updates on guest information and initiatives. * Supervise Club Lounge operations, including food & beverage offerings and room facilities. * Ensure maximum guest satisfaction through personalized attention from arrival to departure. * Collaborate with other departments to maintain high-quality food & beverage offerings and presentation. * Manage bookings for Club Lounge meeting rooms and ensure maintenance to meet guest needs. * Maintain decorum in Club Lounge areas, respecting guests' privacy and relaxation. * Ensure staff provide special attention and recognition to IHG Rewards members, repeat guests, and VIPs. * Develop and maintain professional relationships with guests through personal introductions and attention.

Qualifications and Requirements

* Education & Experience: * Bachelor’s degree in Hospitality Management or related field preferred. * Minimum 2 years in a guest services or management role, preferably in luxury hotels. * Skills & Competencies: * Strong communication, leadership, and problem-solving skills. * Experience with hospitality software (Opera, IHG systems) and MS Office. * Budget management and financial reporting skills. * Personal Attributes: * Service-oriented, detail-focused, and proactive. * Calm under pressure and flexible with scheduling.

Working Condition

Working hours

5 days / 44 hours