Ultra-Luxury Hospitality Leader

Director of Luxury Guest Services">

The Director of Luxury Guest Services is the visionary leader of the hospitality department, setting the tone and standard for ultra-luxury guest experiences.

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As the highest-ranking position, they will lead all aspects of hospitality operations, acting as both strategist and coach — elevating service standards to world-class levels while embodying poise, empathy, and discretion.

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With deep cultural fluency and an absolute luxury mindset, this role inspires a team of hospitality professionals to deliver highly personalized, anticipatory experiences tailored to an international clientele.

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This position integrates refined service, regional expertise, and operational mastery, ensuring every guest touchpoint is aligned with Forbes 5-Star and brand standards.

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The Director drives innovation, maintains the elegance of tradition, and ensures that each guest feels personally seen, understood, and valued.

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Primary Responsibilities:

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• Executes Core Tasks">
  • Oversees end-to-end hospitality service from pre-arrival to departure, ensuring world-class standards in suite readiness, amenities, service rituals, and personalized guest experiences.">
  • Ensures flawless execution of daily operations through suite inspections, VIP engagements, and service experience design.">
  • Aligns hospitality services with Accor values: Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation, and Respect.">
  • Collaborates with F&B and Concierge teams to ensure seamless integration of dining, wellness, and pre-arrival experiences.">
  • Partners with Concierge leadership to orchestrate seamless pre-arrival and stay experiences, ensuring anticipation of guest preferences and flawless communication across departments.">
  • Directs and participates in service recovery with a focus on Forbes 5-Star and guest satisfaction KPIs.">

Experience and Revenue Innovation:

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• Owns and manages the hospitality department's annual Budget, CAPEX planning, P&L accountability, and monthly Forecasts.">
• Partners with Sales & Marketing to develop and execute revenue-generating upsell programs, private dining concepts, curated luxury packages, and branded collaborations.">
• Drives hospitality-led experiential revenue through in-room rituals, bespoke services, exclusive cultural immersions, and city discovery experiences.">
• Collaborates with F&B to design and implement bespoke dining rituals, wine and beverage service etiquette, and restaurant-hosted experiences aligned with Forbes 5-Star and LQA standards.">
• Maintains close relationships with vendors, artisans, and regional tastemakers to enrich the department's experiential offerings.">
• Explores internal and external opportunities for luxury enhancements, lifestyle partnerships, and market-relevant innovation.">

Management and Leadership:

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• Leads recruitment, onboarding, and development of a world-class hospitality team with emotional intelligence, service intuition, and unwavering commitment to excellence.">
• Leads cross-departmental service training to reinforce luxury standards and guest-centric behaviors beyond the hospitality team, internally and externally, as required.">
• Conducts ongoing training in luxury etiquette, Forbes 5-Star standards, LQA requirements, service culture, and operational precision.">
• Coaches the hospitality Manager and senior team to drive ownership, creativity, and leadership maturity.">
• Supports Restaurant & Bars leadership in delivering training on guest etiquette, service rituals, and luxury dining standards, reinforcing Forbes and LQA benchmarks.">
• Monitors individual and team performance; conducts regular appraisals, provides developmental feedback, and drives high colleague engagement and morale.">
• Develops SOPs and service sequences that reflect innovation, consistency, and luxury service ethos.">

Improves Quality of Product and Services:

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• Acts as the senior escalation point for guest concerns and ensures proactive resolution with discretion, empathy, and timeliness.">
• Champions service audits, hygiene compliance, and safety standards including WSH, HACCP, and guest confidentiality protocols.">
• Leads quality assurance processes and guides the hospitality team in maintaining audit readiness and continuous improvement.">
• Ensuring seamless alignment of hospitality, Concierge, and F&B service culture to deliver an integrated ultra-luxury guest journey.">
• Supports sustainability, CSR programs, and local community engagement in line with hotel and corporate objectives.">
• Performs any other duties and responsibilities that may be assigned.">

Candidate Profile:

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Knowledge and Experience:

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• Diploma or Degree in Hotel or Tourism Management.">
• Minimum 8 years of relevant experience in ultra-luxury hospitality with at least 5 years in a senior leadership role.">
• Strong hospitality background.">
• Proven experience managing budgets, CAPEX, and P&L.">
• International experience or exposure to global luxury standards.">

Competencies:

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• Excellent communication in English; fluency in an additional language is a plus.">
• Outstanding leadership, interpersonal, and coaching skills.">
• Financial acumen with strong analytical and strategic planning capabilities.">
• High emotional intelligence and cultural sensitivity.">
• Expert in luxury service standards (Forbes 5-Star, LQA).">
• Visionary mindset with strong execution skills.">
• Creativity, experiential innovation, and local market insight.">
• Discreet, polished, and personally aligned with luxury and sophistication.">
• Strong crisis management and service recovery skills.">
• Hands-on leader with a guest-centric and team-empowering philosophy.">

Benefits of Joining Raffles Hotel Singapore:

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• 5-day Work Week.">
• Duty Meals are provided.">
• Colleagues' Discount and/or Preferential Room Rates at worldwide Accor Hotels.">
• Flexible Benefit – Dental/Optical/Vacation Expenses/Children's Education.">
• Medical and Wellness Benefit.">
• Comprehensive Insurance Coverage.">
• Local/Overseas Career Development & Growth Opportunities.">
• Holistic Learning and Development Opportunities.">

Tell employers what skills you have

Coaching
Front Office
Anticipation
Teamwork
Lifestyle
Appraisals
Interpersonal Skills
Team Development
VIP
Handle guest feedback
Service Recovery
Financial Acumen
Innovation Management
Emotional Intelligence
Guest Satisfaction
Wine
Communication Skills
Tourism Management
HACCP
Crisis Management

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