Guest Experience Manager

1 week ago

Singapore BIDEFORD HOUSE PTE. LTD. Full time

The Guest Experience Manager oversees the VIPs and concierge functions, ensuring compliance with hotel standards and creating memorable guest experiences. This role coordinates with various departments to anticipate and meet guest needs and is well-versed in product knowledge to provide informed recommendations. The Guest Experience Manager manages the team to deliver exceptional service, fostering a welcoming environment and ensuring a seamless and personal guest experience.

**Task and Responsibilities**:
**Guest Experience Operations**:

- Be Knowledgeable about all VIPs in-house, hotel functions and special events.
- Collect as much feedback information on VIPs as possible (on daily basis) by checking e.g website, Opera PMS and distribute this information within the hotel to all relevant departments by e.g daily guest fact sheets/reports and ensure information is updated in the guest profile.
- Liaise with DOR and FOM, to prepare tailor-made guests’ itinerary when appropriate and coordinate VIP greetings and departures
- ahead of time.
- Prepare requests for VIP amenities and ensure communication within all departments for proper delivery, proper placing and look, tracking, and retrieval.
- Welcome and greet guests, provide property tours, share the knowledge of our brand.
- Ensure repeat and VIP guests receive appropriate service and their requests are fulfilled.
- Address guests' complaints and requests in a polite and efficient manner.
- Maintain a record of all complaints, feedback, and requests, follow up and inform concerned operating departments.
- Walking public areas and ensuring guests are having a great experience.Oversee Quality program. Conduct meetings with corresponding departments. Review and respond to guest reviews.

**Maintaining Concierge Operations**:

- Oversee day-to-day operations, ensuring quality standards and customer expectations are met.
- Develop specific goals and plans to prioritize, organize, and accomplish tasks.
- Keep the concierge team focused on critical operational components to drive guest satisfaction and achieve financial targets.
- Establish and maintain a comprehensive database for restaurants and local attractions for team use.
- Build and maintain relationships with local attractions, restaurants, and businesses to enhance guest experiences.
- Providerecommendations and arrange services for guests, including car rentals, transportation, office services, beauty services, babysitting, repairs, and shopping.

**Job Requirements**:

- A diploma in Hospitality is a plus.
- Minimum of 5 years in Front Office or Concierge experience in a similar capacity, preferably in a luxury hotel environment.
- Knowledgeable about the city, tours, and excursions to refer guests to various tourist destinations.
- Possess a professional disposition with good communication and interpersonal skills.

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