Executive, Guest Experience (Singapore Oceanarium)

Resorts World at Sentosa Pte Ltd; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading hospitality brand in Singapore is seeking a Department Duty Manager to support the Guest Experience team. This role requires strong leadership, exceptional communication skills, and a commitment to delivering high guest satisfaction. Candidates should possess relevant educational qualifications and a minimum of 2 years in operational or supervisory roles. You will be responsible for ensuring the operational readiness and high service standards during daily operations and special events. Flexible working hours are required.

Qualifications

• Minimum 2 years of operational and/or supervisory experience.
• Strong leadership and people management skills.
• Excellent communication and interpersonal skills.

Responsibilities

• Act as the main point of contact for the Guest Experience team.
• Provide leadership through coaching and performance reviews.
• Ensure a high standard of customer service is delivered.

Skills

Leadership

Communication

Interpersonal skills

Team management

Education

GCE O/A Levels, Diploma or Bachelor’s Degree in Business, Marketing, Hospitality

Tools

Microsoft Office

Job description

Responsibilities

• Perform the role of Department Duty Manager, acting as the main point of contact to support communication and decision-making for the Guest Experience team during daily operations and ad-hoc special events.

• Provide leadership and direction through coaching, counselling, and conducting performance reviews to guide team development and maintain service standards.

• Promote and maintain a safe, inclusive, and cohesive working environment for both guests and team members, ensuring a high standard of customer service is consistently delivered.

• Monitor staffing levels, assess operational needs, and support area development planning to optimize productivity and service delivery.

• Ensure Standard Operating Procedures (SOPs) and training documentation are current, relevant, and effectively implemented.

• Deliver a consistently positive guest experience by creating a warm and memorable environment for all visitors.

• Oversee operational readiness, ensuring all frontline activities are prepared for daily business and special events.

• Demonstrate an energetic, cheerful, and guest-focused attitude, upholding the highest standards of hospitality.

• Perform other duties as assigned to ensure seamless daily operations.

Requirements

• GCE O/A Levels, Diploma or Bachelor’s Degree in Business, Marketing, Hospitality, or any other relevant discipline.

• Minimum 2 years of operational and/or supervisory experience.
• Strong leadership and people management skills, with the ability to inspire, coach, and lead a high‑performing team towards achieving operational goals.
• Excellent communication and interpersonal skills, with the ability to effectively engage with guests, colleagues, and key stakeholders across various levels.
• Proficiency in Microsoft Office and other relevant software systems for reporting, analysis, and communication.
• Willingness to work shifts, weekends, and public holidays, with the ability to operate in outdoor environments and perform duties that require prolonged standing and walking.