Senior Guest Experience Manager

2 weeks ago

Singapore beBeeExperience Full time $4,000 - $6,000
Job Overview

As Assistant Manager, Concierge, you will be a service ambassador and trusted leader responsible for guiding a high-performing team to deliver exceptional guest experiences. Your presence will define the guest experience, ensuring seamless interactions are personal, thoughtful, and unforgettable.

Key Responsibilities:
  • Deliver prompt, personalized responses to guest inquiries, tailoring thoughtful recommendations that exceed expectations
  • Handle guest concerns and special requests with confidence, discretion, and care
  • Serve as a knowledgeable, approachable resource for hotel information, reservations, and local area insights
  • Accurately manage the processing of packages, messages, and mail to and from guests
  • Keep Concierge materials, digital tools, and vendor information up to date and professionally presented
  • Cultivate close relationships with local partners to gain exclusive access to restaurants, shows, attractions, and experiences
  • Assist with the storage and retrieval of luggage and packages to ensure a seamless arrival/departure experience
  • Use internal systems to record preferences, track special arrangements, and ensure accurate billing
  • Support the Chef Concierge in administrative duties such as managing e-attendance, overtime reporting, and part-time staffing needs
  • Lead daily Concierge and Bell Desk operations in the absence of the Chef Concierge, ensuring smooth performance and service consistency
  • Actively manage lobby flow during busy periods, ensuring guests are attended to quickly and graciously

Required Skills and Qualifications:

  • A certified member of Les Clefs d'Or with prior leadership experience in Concierge, preferably in a luxury brand
  • Leader with the ability to mentor and inspire others through service excellence and emotional intelligence
  • Deep understanding of the guest journey and a commitment to crafting meaningful touchpoints at every stage
  • Strong local knowledge and a passion for uncovering and sharing exceptional guest experiences
  • Excellent interpersonal and organizational skills, with a high level of accuracy and efficiency
  • Comfortable using hotel software and guest experience platforms

Benefits:

  • Unique strong culture
  • Best-in-industry training
  • Complimentary stays at Four Seasons properties (based on availability), with discounted meals
  • Paid holidays/vacation
  • Dental and medical/life insurance
  • Employee service awards/Birthday Gift
  • Annual employee party/social and sporting events
  • Complimentary meals in dedicated employee restaurant

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