Data-Driven Guest Experience Leader

The Fullerton Hotels and Resorts; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

The Fullerton Hotels and Resorts seeks a seasoned Guest Experience Leader to mentor GREs and GROs, uphold Forbes service standards, and oversee floor operations during peak periods.

You will leverage reservation and CRM data (SevenRooms, Infrasys) to drive guest insights, tailor engagement, and optimize group bookings and events. Strong leadership and training are essential for delivering anticipatory, personalized service across all outlets.

Qualifications

• Minimum High School Diploma or O Levels; hospitality certifications.
• Proven experience in guest relations, F&B operations, or supervisory luxury hospitality roles.
• Experience with data-driven guest management and events coordination.
• Familiarity with CRM and reservation systems for guest analysis and revenue insights.

Responsibilities

• Champion high standards of Guest Relations across outlets and touchpoints; mentor GREs and GROs.
• Deliver anticipatory, personalized service for VIPs and regular guests.
• Manage floor operations during high-volume periods or events.
• Handle escalated guest complaints and drive service recovery; implement learnings.
• Conduct pre- and post-visit guest follow-ups; analyze feedback to improve service.

Skills

Guest relations leadership

Data-driven guest management

Team leadership

Event coordination

F&B operations oversight

SOP compliance

CRM analytics

Education

High School Diploma or O Levels

Hospitality certifications

Tools

SevenRooms

Infrasys

Job description

The Fullerton Hotels and Resorts seeks a seasoned Guest Experience Leader to mentor GREs and GROs, uphold Forbes service standards, and oversee floor operations during peak periods.

You will leverage reservation and CRM data (SevenRooms, Infrasys) to drive guest insights, tailor engagement, and optimize group bookings and events. Strong leadership and training are essential for delivering anticipatory, personalized service across all outlets.