Guest Experience Manager

5 days ago

Singapore RAFFLES SENTOSA SINGAPORE Full time

**JOB SUMMARY**

Reporting to the Director of Villa Services, the Guest Experience Manager will collaborate closely with all operating departments in and is responsible for leading and supervising the guest experience team in delivering a seamless and delightful stay experience for our guests. At the same time, he/she shall be responsible for the overall smooth guest experience operation, achieving the established financial and people performance goals.

**What you will be DOING**:

- Drive and create action plans of Guest Experience Team’s performance in guest satisfaction index, audits and KPIs.
- Develop and implement the implement departmental strategies and action plans in accordance with the strategic plans.
- Direct work assignments of all staff under direct supervision and coordinate with other operating departments on matters related to guest experience operations.
- Drive the team to 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.
- Ensures guests receive the experience as detailed in SOPs, quality standards and aim to achieve the established scores and goals.
- Ensure guests are taken care of exclusively, paying particular attention to their needs and requests and ensure personal recognition.
- Seek continuous improvements in service processes and delivery excellence.
- Take charge and ownership of any arising guest issues, coordinate and manage communication between guests and the teams and follow up to ensure complete service recovery promptly.
- Analyse guest feedback and provide strategic direction to continuously improve overall guest stay experience and related KPIs..
- Stay abreast of the events and activities in the city that are of interest to the guests.
- Lead, manage, 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**:

- Degree/Diploma in Hospitality/Tourism or equivalent
- Minimum 5 years of relevant hospitality working experience in a managerial appointment
- Strong business acumen, critical thinking and strategic decision-making skills
- 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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