Luxury Guest Experience Coordinator

18 hours ago

Singapore beBeeGuestExperience Full time

Job Title: Guest Experience Manager

About the Role

The Night Duty Manager will support and oversee the daily operation of the Front Office team to ensure all guests receive a consistent luxury experience. They will coordinate with all other departments within the hotel to ensure a seamless guest experience is consistently delivered.

Main Responsibilities:

  • Assist in coordinating the preparation of departmental annual budgets and financial reports, ensuring performance against budget targets.
  • Monitor and control departmental costs on an ongoing basis, implementing strategies to reduce expenses while maintaining high-quality service standards.
  • Support the department head in operational planning, recruitment, and training activities, ensuring alignment with company policies and procedures.
  • Promote inter-hotel sales and in-house facilities, driving revenue growth and enhancing the guest experience.
  • Conduct regular inspections of front- and back-of-house areas, ensuring cleanliness, operational readiness, and adherence to health and safety protocols.
  • Review billing instructions, monitor guest credit, and approve discounts, rebates, and rate variances, ensuring accurate revenue control.
  • Oversee the use of the Property Management System (PMS), particularly during emergencies, to minimize disruptions and ensure seamless operations.
  • Maintain strong relationships with all team members, fostering a positive, inclusive, and safe working environment.
  • Foster collaboration with other hotel departments to ensure seamless operations, sharing knowledge and expertise to drive guest satisfaction and loyalty.
  • Supervise and support Reception team members, assisting other departments as needed to ensure exceptional guest service.
  • Respond promptly to guest needs and effectively resolve any issues, upholding the hotel's image and reputation in every interaction.
  • Stay informed on hotel programs, promotions, and events to better anticipate guest needs and preferences.
  • Actively support the Front Office Manager in overseeing guest services and daily operations, ensuring seamless communication across shifts and departments.
  • Conduct regular training sessions and coaching, providing constructive feedback to enhance staff performance and development.
  • Maintain an active presence in the lobby, engaging with guests, addressing their concerns, and delivering exceptional service recovery strategies.
  • Demonstrate respectful conduct and encourage a positive, safe, and inclusive workplace culture, adhering to local laws and company values.

Requirements:

  • A Diploma or equivalent in Hotel Management/Business Administration, with 1 year of Front Office/Guest Service experience, including management experience.
  • Fluency in English; proficiency in other languages is preferred.

Benefits:

We offer a competitive salary and comprehensive benefits package, including generous room and dining discounts, exceptional training opportunities, and strong support for your ongoing career development.

Equal Opportunity Employer:

IHG is committed to diversity and inclusion, providing equal opportunities for all candidates, regardless of their background, gender, disability, or veteran status.

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