Guest Experience Manager

**About Us**

voco Orchard Singapore is seeking a dynamic and passionate Guest Experience Manager to be part of its dynamic team, providing unstuffy service to our valued guests.. As Guest Experience Manager, you will take full responsibility for the efficient operation of the Guest Experience department and Club Lounge Operations. Your mission is to deliver exceptional products and services in alignment with voco Orchard Singapore’s brand standards. You will also serve as the Celebrity Service Ambassador for the hotel.

**Your day to day**
- Actively participate in the selection of suitable new staff, their on-boarding, and continuous training to upkeep high levels of service presentation by them at all times.
- Prepare efficient work schedules for all staff assigned to the Club in order to optimize their productivity without negatively impacting guest service standards.
- Maintain professional standards of conduct, hygiene, uniforms and grooming of all employees assigned to the Club.
- Effectively manage operational routine by conducting daily shift briefings with assigned staff, highlighting all VIP arrivals, meetings, guest critique and relevant issues impacting guest service.
- Ensure your direct reports have current guest focused standards and procedures which are used effectively for training purposes
- Drive performance in recognizing IHG One Rewards members and efficiency in enrolling new members.
- Monitor the performance of the guest experience team to ensure all hosts are meeting the expected performance level, and provide required coaching to close any performance gaps.
- Assist the Front Office Manager in preparing and maintaining all expenses for the department in line with the budget. At the same time, review monthly financial results and develop action plans to minimize wastage.
- To manage the expenses of the Guest Experience team and Club Lounge to ensure profitability.
- Build and maintain positive relationships with all customers and guests in order to exceed their needs
- Take action to address these needs in order to exceed their expectations
- Create a positive hotel image in every interaction with internal and external customers
- Ensure guests are greeted upon arrival and make time to interact effectively with guests.
- Respond appropriately to guest complaints, solicit feedback and build relationships that drive continuous improvements in guest satisfaction.
- Communicate guest feedback, both positive and negative, to the appropriate departments professionally.
- Monitor and review service-level trends and guest complaints, working with department heads to develop smart action plans.
- Support the smooth day-to-day running of the Club Lounge, ensuring it meets brand standards and delivers exceptional service to guests.
- Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies.
- Communicate to appropriate departments all pertinent information related to the expected arrival and departure of VIP’s and other key guests, or other special guest needs.
- Have a thorough knowledge of all facilities and services offered by the hotel.
- Review daily and upcoming three-day arrivals and departures via IHG Reporting.
- Research and update guest profiles in the Opera system before their arrival.
- Notify relevant departments of guest arrivals and ensure they have updated guest history and preferences.
- Assign and inspect all VIP rooms, ensuring seamless communication with all departments.
- Prepare bespoke and customized amenities for VIP and long-stay guests.
- Be knowledgeable about all VIPs in-house, hotel functions, and special events.
- Liaise with the DOR and FOM to prepare tailor-made itineraries for guests, coordinating VIP greetings and departures ahead of time.
- Recommend, plan, schedule, and arrange preferred activities for guests during their stay.
- Participate in daily staff briefings to share updates, initiatives, and guest information.
- Supervise the entire operations of Club Lounge; this includes its rooms, facilities and food & beverage operations.
- Ensure maximum guest satisfaction through high levels of personal recognition and prompt cordial attention to all guests from arrival through departure.
- Ensure an excellent quality of the product, food & beverage offerings and the facility are presented at all times by liaising with other departments/Heads such as Executive Chef, Food & Beverage Director and Executive Housekeeper.
- Ensure timely and high standards of display and presentation at the Club Lounge for breakfast, afternoon tea and evening cocktails.
- Ensure that bookings for the Club Lounge’s meeting room are optimally managed and it is well maintained to meet guest requests.
- Maintain Back of House decorum in the Club Lounge areas, in respect of its guests’ privacy and relaxation.
- Ensures staff, particularly guest contact personnel, are familiar with IHG Rewards members, known repeat g