Assistant Guest Experience Manager

1 week ago

Singapore RAFFLES SENTOSA SINGAPORE Full time

**JOB SUMMARY**

Reporting to the Guest Experience Manager, the Assistant Guest Experience Manager will assist in collaborating closely with the butler team and assist in leading and supervising the guest experience team in delivering a seamless and delightful stay experience for our guests.

**What you will be DOING**:

- Collaborate closely with the Butler team to ensure maximum guest engagement and satisfaction through personal recognition and prompt proactive attention from arrival through departure of the guests.
- Ensure all ACCOR members receive all benefits consistently, repeat guests and other VIP’s receive special recognition and services,
- Extend warm and genuine greetings to all guests.
- Liaise with Butler team, other departments and external service provider (where applicable) to ensure guests’ needs and requests are met seamlessly and effectively.
- Liaise closely with the Butler team and other operation teams for Hotel events, restaurant promotions, Limousine requirements and special VIP requests or preparations.
- Maintain repeat guest history records and system effectively.
- Monitor the milestone programme and amenity history of guests
- Work and communicate closely with the Butler team to perform such functions as to include but not be limited to:

- Prepare guest welcome letters
- Ensure preferred amenities are placed prior guests arrival
- Attend to special requests by guests
- Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests
- Prepare requisitions for amenities on a timely basis
- Ensure the entire range of services offered with the aim to maximum guest satisfaction
- Stay abreast of the events and activities in the city that are of interest to the guests.
- Supervise and coach the Guest Experience team.
- Conduct performance review for the Guest Experience team.
- Conduct on-the-job training for the team.
- Plan duty roster effectively and productively.
- Conduct daily shift briefing.
- Observe all brand/operating standards and/or LQA.
- Follow all workplace safety and security policies and procedures. Report accidents, injuries and incidents to security / talent & culture team immediately.
- Participate & contribute actively in all Corporate Social Responsibility and Sustainability initiatives organised by the Hotel.
- Perform any other duties and responsibilities that may be assigned.

**Your experience and skills include**:

- Diploma in Hospitality/Tourism or equivalent
- Minimum 5 years of relevant hospitality working experience appointment
- Strong human relations and influencing skills
- Strong communications (verbal and written), planning and coordination skills
- Ability to work independently and take initiative
- Strong time management skills
- Creative and resourceful
- Understand the needs of international luxury travellers
- Possess strong local hospitality market knowledge
- Flexible with working days and hours including weekends and public holidays

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