Guest Experience Leader for Elite & VIP Guests

InterContinental® Singapore Robertson Quay; Santo Niño 1st; On-site; PHP 5,882,000 - 8,824,000; Full time

Benefits offered by this job

Career development opportunities

Health and wellness benefits

Hotel stays and dining discounts

Collaborative and inclusive culture

Job summary

InterContinental Singapore Robertson Quay is seeking a Guest Experience Manager to lead our Guest Experience Team and the Instant Service Centre, delivering exceptional experiences for Elite Members, VIPs and returning guests. You will drive loyalty recognition, manage VIP arrangements, and ensure service recovery excellence across all touchpoints.

You will collaborate with multiple departments, monitor feedback, and coach the team to sustain high satisfaction and memorable stays, with a strong

Qualifications

• Bachelor’s degree or higher in Hotel Management or Business Administration.
• Minimum 2 years Front Office/Guest Service experience including management.
• Ability to communicate fluently in English; other languages preferred.

Responsibilities

• Lead and develop the Guest Experience Team to deliver personalized, memorable experiences.
• Oversee the Instant Service Centre to handle requests and service recovery efficiently.
• Review daily arrivals and recognize Elite Members with tailored benefits.
• Coordinate VIP guests, ensuring preferences and arrangements are flawless.
• Welcome Elite Members, VIPs, and returning guests in person.
• Drive Loyalty Recognition and Return Guest programs in line with IHG standards.
• Monitor guest feedback and ensure timely follow-up and resolution.
• Lead service recovery for Elite Members and high-profile guests.
• Collaborate with departments to execute guest preferences consistently.
• Prepare weekly/monthly guest experience reports and insights.

Skills

Communication skills

Fluent English

Writing skills

Fidelio familiarity

Problem solving

Leadership

Financial analysis

Relationship management

Pressure management

Travel readiness

Education

Bachelor’s degree / higher in Hotel Management / Business Administration

Tools

Microsoft Office

Fidelio

Job description

InterContinental Singapore Robertson Quay is seeking a Guest Experience Manager to lead our Guest Experience Team and the Instant Service Centre, delivering exceptional experiences for Elite Members, VIPs and returning guests. You will drive loyalty recognition, manage VIP arrangements, and ensure service recovery excellence across all touchpoints.

You will collaborate with multiple departments, monitor feedback, and coach the team to sustain high satisfaction and memorable stays, with a strong