Guest Experience Manager

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

Job overview

Under the general direction of the Front Office Manager, the Guest Experience Manager is responsible for leading the Guest Experience Team and overseeing the Instant Service Centre to deliver exceptional and personalized guest experiences throughout the guest journey.

The role is accountable for the recognition, engagement, and satisfaction of IHG One Rewards Elite Members, assigned VIP guests, and returning guests. The Guest Experience Manager drives the hotel's loyalty recognition strategy, Return Guest Program, guest recovery initiatives, and continuous improvement of guest satisfaction metrics to strengthen guest loyalty and advocacy.

At InterContinental Hotels & Resorts we want our guests to feel special, cosmopolitan and In the Know which means we need you to:

Be charming by being approachable, having confidence and showing respect.

Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownership of getting things done.

Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.

Your Duties and Responsibilities

GUEST EXPERIENCE

• Lead and develop the Guest Experience Team to deliver personalized and memorable guest experiences.

• Oversee the Instant Service Centre to ensure all guest requests, inquiries and service recovery cases are handled efficiently and professionally.

• Review daily arrivals and ensure all IHG One Rewards Elite Members receive appropriate recognition, benefits, amenities and personalized experiences.

• Manage and coordinate all assigned VIP guests, ensuring room preparation, amenities, preferences and special arrangements are executed flawlessly.

• Personally welcome Elite Members, VIPs, repeat guests and other designated guests as required.

• Drive the hotel's Loyalty Recognition Program and ensure compliance with IHG standards and brand expectations.

• Lead the Return Guest Program by identifying repeat guests, maintaining guest preference profiles and developing initiatives to increase guest retention and loyalty.

• Monitor guest feedback through Medallia, online reviews and direct guest interactions, ensuring timely follow-up and resolution.

• Lead service recovery efforts for Elite Members, VIPs and guests requiring special attention, ensuring issues are resolved promptly and professionally.

• Analyze guest satisfaction trends, loyalty recognition performance and return guest metrics, recommending improvements to enhance the overall guest experience.

• Prepare weekly and monthly Guest Experience reports highlighting guest satisfaction, loyalty recognition, service recovery performance and return guest trends.

• Collaborate with operational departments to ensure guest preferences, special requests and recognition opportunities are executed consistently.

• Drive Guest Love, Loyalty Recognition and Guest Satisfaction targets through coaching, training and continuous improvement initiatives.

• Act as the hotel's ambassador for guest experience excellence, promoting a culture of personalization, recognition and service excellence across all departments.

• Establish strong relationships with returning guests and maintain detailed guest preference records.

• Maintain direct engagement with VIP, high-profile and long-stay guests to ensure a seamless and memorable experience.

• Oversee special occasions, celebrations and bespoke guest experiences.

• Lead, coach and develop the Guest Experience team to deliver exceptional service standards.

• Monitor guest satisfaction scores, online reviews and feedback channels.

• Analyse guest feedback trends and recommend service enhancements.

• Collaborate with department heads to address recurring guest concerns and improve operational performance.

ACCOUNTABILITY

This position is responsible for managing the Guest Experience team and Instant Service, ensuring exceptional service delivery to IHG One Rewards Elite Members and Ambassadors, assigned VIP guests and returning guests.

Guest Experience performance

Elite Member/Ambassador recognition compliance

VIP guest satisfaction

Return Guest and Long Stay Program effectiveness

Service recovery success

Instant Service response efficiency

Loyalty guest engagement

Guest Love and satisfaction metrics

Online reputation and guest feedback management

QUALIFICATIONS AND REQUIREMENTS

Bachelor’s degree / higher education qualification / equivalent in Hotel Management/Business Administration, plus 2 years of Front Office/Guest Service experience including management experience. He/ She have to be able to speak fluent English. Other languages preferred.

This job requires ability to perform the following:

• Communication skills for interaction with others; demonstrated ability to interact with customers, employees and colleagues, reflecting highly on the hotel, brand and IHG.

• Good writing skills and a creative thinker
• Proficient in the use of relevant technology, Microsoft office and Fidelio operating systems.
• Problem solving, reasoning, motivating, organizational and training abilities
• Strong leadership skills in managing team and a decision maker
• Basic Financial and analytical skills
• Ability to manage complex relationships in the work environment
• Ability to cope with pressure at work
• Ability to travel to attend workshops, specialized training and/or certifications, etc.
• May be required to work nights, weekends, and/or holidays.
• Matters pertaining to guest satisfaction and recovery of service
• Department budget and expenses
• Relevant matters pertaining to departmental operations

WHAT WE OFFER

At InterContinental Singapore Robertson Quay, we are committed to providing a supportive and enriching work environment for our employees. In addition to a competitive salary, we offer a range of benefits, including:

• Opportunities for career development and progression
• Comprehensive health and wellness benefits
• Discounts on hotel stays and dining experiences
• Collaborative and inclusive company culture

HOW DO I DELIVER THIS

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all IHG hotels.

Each IHG hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.

• True Attitude: being caring, wanting to make positive difference, and building genuine connections with guest

• True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay

• True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs

• True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner

There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing and understanding people.

WHAT WE OFFER

We’ll reward your hard work with a competitive salary and a comprehensive benefits package – including generous room and dining discounts, exceptional training opportunities and a strong support for your ongoing career development

Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care: that you notice the little things that make a difference to guests as well as always looking for ways to improve – visit www.http://careers.ihg.com to find out more about us.

IHG is an equal opportunity employer: Minorities / Females / Disabled / Veterans.