Guest Experience Lead - Luxury Hospitality & Travel Perks

CONRAD SINGAPORE MARINA BAY; Singapore; On-site; SGD 67,000 - 100,000; Full time

Benefits offered by this job

Go Hilton travel program

Extensive health and welfare benefits

Employee travel discounts

Job summary

Conrad Singapore Marina Bay is seeking a Guest Experience Assistant Manager to oversee executive floor and lounge operations, ensuring VIP guests receive flawless, personalized service from check-in to departure. Lead a motivated team and uphold the highest hospitality standards.

You will collaborate with Front Office, Housekeeping, Culinary and other teams, coach supervisors, and drive service recovery while protecting guest privacy and hotel policies.

Qualifications

• Experience supervising a guest service team or hotel operation.
• Ability to make decisions within delegated authority and manage priorities.
• Experience coaching performance and coordinating with multiple hotel departments.
• Clear spoken and written English for guest correspondence.
• Availability for weekends and public holidays in line with operational needs.

Responsibilities

• Oversee shift performance across reception and Executive Lounge operations, ensuring service standards and guest satisfaction.
• Lead briefings, set priorities, review VIP and special arrangements, and communicate guest needs to departments.
• Resolve sensitive complaints and approve recovery within delegated authority; escalate exceptional cases to the Guest Experience Manager.
• Supervise Supervisors and team members, coach and provide feedback, identify training needs.
• Coordinate with Front Office and Housekeeping on room readiness, arrivals/departures and inventory constraints.
• Oversee lounge food and beverage standards, stock controls, hygiene and safety procedures with Culinary and support teams.
• Review incident reports and guest feedback; implement improvements and monitor effectiveness.
• Deliver Attentive, personalized service in line with Conrad and Hilton standards, protecting guest privacy.

Skills

Shift leadership

Guest service supervision

Service recovery

Decision making

Coaching staff

Coordination across departments

Hotel tech systems

MS Office

English communication

Availability for shifts

Tools

OnQ PMS

Job description

Conrad Singapore Marina Bay is seeking a Guest Experience Assistant Manager to oversee executive floor and lounge operations, ensuring VIP guests receive flawless, personalized service from check-in to departure. Lead a motivated team and uphold the highest hospitality standards.

You will collaborate with Front Office, Housekeeping, Culinary and other teams, coach supervisors, and drive service recovery while protecting guest privacy and hotel policies.