Guest Experience Manager

1 day ago

Singapore CRAIG ROAD PROPERTY HOLDINGS PTE. LTD. Full time

**What do we expect from you?
Under the general guidance of the Front Office Manager (FOM), encourage guest loyalty by building an engaging, dynamic, experience for all hotel guests and by supporting a seamless, branded guest experience throughout the portfolio.

**How your day looks like?**
- Be the “Mayor of the property”, guest advocate and host, and employee cheerleader
- Own the on-property Global Card(GC) and loyalty tier programs: Know and manage all tier entitlements, including amenities and upgrades. Develop / maintain / support GC and loyalty tier training and communication for staff. Liaise and build relationships with GC and tiered guests, using GuestWare to track their preferences
- Work with Front Office Manager (FOM )to develop and manage a glitch log. Own and document all guest follow-up
- Champion preference collection throughout the property. Use guest preferences to personalize as many welcome amenities and guest experiences as possible
- Run GuestWare arrival report and/or 3-Day VIP report at least once a day and use it to communicate VIP/Repeat arrivals to GM and department heads at morning standup or shift change meetings
- Maintain profiles in GuestWare and understand the integration between GuestWare and the Property Management System
- If requested by General Manager or FOM, read and respond to all TripAdvisor reviews.
- If requested by GM or FOM, manage Sterling Research Group review and response program
- Adjust schedule to best accommodate guest needs

**How do I deliver this?**
- **Tell it like it is**:

- Authentic, honest, you mean it, sincere, true.
- **Have fun and make friends**:

- fun, energetic, whimsical, upbeat, “wink", casual.
- **I've got your back**:

- Accountable, responsible, makes up for own promises, knows how to take ownership, follows - thru, dependable.
- **Play to win**:

- Original, cutting edge, new, "outside the box”; open to new possibilities, different.
- **Right here, right now**:

- Attentive, detail-oriented, always focused, always in the moment, precise, owns the guest.

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