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Guest Experience Manager

2 weeks ago

Singapore SSG HOTELS PTE. LTD. Full time

**An exciting opportunity has arrived at The Garcha Group, Singapore’s boutique hotel group currently with the following 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.
- As an associate of a Marriott hotel, you have access to the “Global Learning + Development” tool which creates for you personalized learning experiences designed to help you thrive in their Marriott career journey. (see attached for full Marriott benefits)
- Comprehensive Health Insurance Plan with Raffles Insurance with the option to upgrade at subsidized corporate rates.
- 2 nights yearly staycation including all meals and beverage (incl. alcoholic) in any of the 4 Garcha Group hotels in Singapore.
- 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?**
- As the Guest Experience Executive, you will be responsible for performing the following tasks to the highest standards:

- Be the brand ambassador of hotel, providing a positive “first impression” while guests walk-in to the hotel.
- Create a “WOW” experience of guests by deliver the highest quality and brand service standards to consistently meet and exceed executive Guest and VIP expectations
- Proactively greet guests at arrival lobby, providing direction, escort guest to the destination, responding with appropriate actions & provide accurate information such on outlet operating hours, on-going promotions, special VIP programs, events, etc.
- Serve as the main point of contact for VIP guests & ensure hotel departments are fully briefed on VIP Guest.
- Drive departmental objectives for self and team, and work together to achieve the department goal and KPIs accordingly.
- 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 obtain valid method of guarantee.
- Make appropriate selection of rooms based on VIP guest needs and prepare coding electronic keys.
- Ensure that guests are informed on hotel facilities and room features and luggage is delivered in a prompt manner.
- Manage queue at the desk and assist with the arrivals and offer express check out for departing guest at the front desk when required.
- Receive special requests from guests and respond appropriately or forward requests to appropriate team members for decisions and actions.
- Promptly answer the telephone inquiries, inputting messages into the reservation and advise other team members on special guests’ needs.
- Retrieve messages and communicate the content to guests, retrieving mail, packages and/or other special items for guests as requested.
- Remain calm and alert especially during emergency situations and heavy hotel activity by comply with Health & Safety, Emergency Management, the Disaster manual, and Fire procedures and regulations, taking part in the fire team when and where directed.
- Handle complaints promptly and efficiently, empowered to take the necessary action, informing the Guest Experience Manager/ Duty Manager/ Assistant Front Office Manager to follow-up where appropriate.
- Maintain awareness of guests’ profiles and specific preferences, ensuring that they are acted upon for each reservation.
- Coordinate with relevant departments to arrange in-room amenity set-ups according to VIP level and for special occasions - i.e. Birthdays and Honeymoon and etc.
- Attend daily briefings, shift handovers, meetings and read the logbook on a daily basis.
- Keeping up to date with information on facilities, attractions, places of interest, sights and activities in and around the hotel.
- Upsell rooms to higher room and rate categories, ensuring maximum revenue generation from each guest.
- Ensure that all reporting and servicing deadlines are met on a timely basis.
- Carry out any other reasonable duties and responsibilities as assigned.