Guest Experience Manager

2 days ago

Singapore GRAND PARK CITY HALL Full time

Grand Park City Hall is a sustainable sanctuary of modern comfort that takes pride and care in what we do and find joy in giving our best to positively impact people and the planet. We believe that true hospitality begins with service delivered with love and passion.

If you share our passion for service, we invite you to join us.

Discover your passion. Discover Love at Grand Park City Hall.

**Responsibilities**:

- Proactively analyze customer feedback and provide strategic direction to improve overall Guest Staying Experience.
- Ensure that guests are attended to with promptness, courtesy and efficiency and that guests’ complaints are handled with tact and diplomacy.
- Focus on all front office section to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
- Set the standards of professionalism for the department through the development of procedures and the training of service skills.
- Instruct and enforce the proper behaviors of protocol and etiquette that will reflect positively on the overall perception of the property and its service culture.
- Have direct contact with guest to collect direct feedback and interacting with all departure guests to collect guest feedback data.
- Assist to review arrival list for all arrivals and VIPs. Check room allocations, amenities and special request.
- Oversee and maintain up to date records in the guest history system.
- Assist in maintaining a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation.
- Identify trends, areas of improvement and any digital transformation on a regular basis and shares with relevant stakeholders.
- Handle any guest complaint expeditiously to complete resolution.
- Perform any other job tasks as assigned.

**Job Requirements**
- At least 2 years of working experience in a similar capacity.
- Service-oriented, meticulous and has an eye for detail.
- Knowledge of Opera system is an added advantage.

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