Guest Experience Manager

2 days ago

Singapore SG HOTELS PTE. LTD. Full time $3,000 - $6,000

An exciting opportunity has arrived at The Garcha Group, Singapore’s boutique hotel group currently with the following hotels:

Garcha Group Hotels
  • Maxwell Reserve, Autograph Collection Hotel (Marriott);
  • Duxton Reserve, Autograph Collection Hotel (Marriott);
  • The Vagabond Club, a Tribute Portfolio Hotel (Marriott);
  • The Serangoon Club, a Tribute Portfolio Hotel (Marriott).
Garcha Group Benefits
  • As an associate of a Marriott hotel, you, your parents or parents-in-laws, children, spouse/domestic partner and siblings are eligible for discounts on F&B and room rates in 7,000+ hotels world-wide.
  • Access to the “Global Learning + Development” tool which creates personalized learning experiences designed to help you thrive in your Marriott career journey.
  • 2 nights yearly staycation including all meals and beverage (incl. alcoholic) in any of the 4 Garcha Group hotels in Singapore.
  • 20% off Food & Beverage at all Marriott & Garcha Group restaurants and bars.
What will I be doing?
  • Be the brand ambassador of hotel, providing a positive “first impression” while guests walk-in to the hotel.
  • Create a “WOW” experience for guests by delivering the highest quality and brand service standards to meet and exceed expectations.
  • Proactively greet guests at arrival lobby, providing direction, escorting guests, and responding with appropriate actions & information.
  • Serve as the main point of contact for VIP guests & ensure hotel departments are fully briefed on VIP guests.
  • Drive departmental objectives for self and team, working together to achieve department goals and KPIs.
  • Make appropriate selection of rooms based on VIP guest needs and prepare coding electronic keys.
  • In-room check-in – Meet and greet guest, complete check-in in the room, confirming room rates and obtaining valid method of guarantee.
  • Ensure that guests are informed on hotel facilities and room features and luggage is delivered promptly.
  • Manage queue at the desk and assist with arrivals, offering express check-out when required.
  • Receive special requests from guests and respond or forward requests to appropriate team members.
  • Promptly answer telephone inquiries, inputting messages into the reservation and advising team members on special guests’ needs.
  • Retrieve messages and communicate content to guests, retrieving mail, packages, and special items for guests as requested.
  • Remain calm and alert during emergency situations and heavy hotel activity, complying with Health & Safety, Emergency Management, Disaster manual, and Fire procedures.
  • Handle complaints promptly and efficiently, empowered to take necessary action, informing the Guest Experience Manager/Duty Manager/Assistant Front Office Manager to follow-up.
  • Maintain awareness of guests’ profiles and specific preferences for each reservation.
  • Coordinate with relevant departments for in-room amenity set-ups according to VIP level and special occasions.
  • Attend daily briefings, shift handovers, meetings, and read the logbook daily.
  • Keep up to date with information on facilities, attractions, places of interest, sights, and activities in and around the hotel.
  • Upsell rooms to higher categories, ensuring maximum revenue generation from each guest.
  • Ensure that all reporting and servicing deadlines are met timely.
  • Carry out any other reasonable duties and responsibilities as assigned.

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