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Guest Experience

3 weeks ago

Singapore NEW PARK PROPERTY PTE. LTD. Full time

The Guest Experience & Loyalty Manager is responsible for leading the overall operation of the Executive Club Lounge by ensuring the team provides excellent guest experience and services throughout guest stay. He/she will supervise and is responsiblr for the day-to-day operations of the Executive Club Lounge. He/she will also be the centre of all communication and follow up of any incident during a guest stay.

**Primary Responsibilities
**Manages the guest journey from pre-arrival to post-departure
- Manages the Pullman Singapore Orchard guest experience
- Maintains close relationship with all the guests, especially Executive Club guests, VIPs
- Ensure effective management of the club’s finances, administration and inventory of stocks and equipment to meet operational requirement; monitor monthly Food and Beverage cost and Profit and Loss
- Ensure the ambience, cleanliness and exclusivity at the lounge is always maintained; maintain all equipment and furniture
- Conducts detail check of all service periods
- Manage duty roster, ensuring adequate staff coverage
- Works with all departments to ensure seamless service
- Checks on guest experience throughout their stay
- Follow up on guests’ feedback
- Ensures all guests complaints are resolved before departure and where required, to follow up after departure
- Encourages guests to post on all social media such as TripAdvisor, Instagram etc and reply to feedback accordingly
- Respond to emergency situations using appropriate procedures

**Leading and managing Guest Experience Team
- Train, guide, coach and develop the team to handle day-to-day duties/tasks more efficiently
- Supervises and manages employees. Manages all day-to-day operations
- Understands employee positions well enough to perform duties in employees' absence
- Monitoring TrustYou Survey scores, replying to the feedback, updating the profile and informing the team of the
- Perform other duties as assigned
- Ensures grooming and attire of staff and makes recommendations for immediate rectification of any deficiencies.
- Keeps the guest experience team focused on the critical components of operations to drive guest satisfaction.
- Ensures guest experience team effectively handles guest requests and adheres to all hotel policies, procedures and standards while striving towards total guest satisfaction.