Guest Experience Lead — Service Excellence & VIP Care

STAR NINE PTE. LTD.; Singapore; On-site; SGD 42,000 - 60,000; Full time

Job summary

STAR NINE PTE. LTD. is seeking a friendly, professional Guest Relations Manager to oversee guest satisfaction and ensure a high standard of customer service.

You will manage daily guest relations and assist guests to create a warm, professional experience while coordinating with service, operations and other departments for smooth guest journeys. The role requires 2–3 years in guest relations or hospitality, strong communication and problem-solving skills, and the ability to handle multiple

Qualifications

• Minimum 2–3 years of experience in guest relations, hospitality, customer service or a related field.
• Good communication and interpersonal skills.
• Pleasant, confident and professional personality.
• Able to handle difficult situations and resolve guest concerns effectively.
• Strong customer service and problem-solving skills.
• Able to work independently as well as in a team.
• Good organisational and time-management skills.
• Able to work in a fast-paced environment and handle multiple tasks.
• Willing to perform ad hoc duties and support operational needs when required.

Responsibilities

• Manage and oversee daily guest relations and customer service operations.
• Welcome and assist guests, ensuring they receive a warm and professional experience.
• Handle guest enquiries, feedback, requests and complaints promptly and professionally.
• Build and maintain positive relationships with guests and encourage repeat visits.
• Coordinate with service, operations and other departments to ensure smooth guest experiences.
• Monitor guest satisfaction and identify areas for service improvement.
• Handle special requests, VIP guests and special occasions when required.
• Assist in resolving service issues and follow up with guests where necessary.
• Train, guide and motivate staff on proper guest service standards and procedures.
• Monitor service standards and ensure staff maintain professional conduct at all times.
• Prepare and maintain guest-related records, reports and feedback.
• Assist with reservations, bookings and event arrangements when required.
• Support the team during busy periods, special events and peak operating hours.
• Ensure the guest reception and service areas are properly maintained and presentable.
• Perform ad hoc duties and other tasks as assigned by management.
• Carry out any other duties and responsibilities reasonably related to the position as required by the company.

Skills

Guest relations experience

Hospitality

Communication skills

Problem-solving

Teamwork

Organizational skills

Job description

STAR NINE PTE. LTD. is seeking a friendly, professional Guest Relations Manager to oversee guest satisfaction and ensure a high standard of customer service.

You will manage daily guest relations and assist guests to create a warm, professional experience while coordinating with service, operations and other departments for smooth guest journeys. The role requires 2–3 years in guest relations or hospitality, strong communication and problem-solving skills, and the ability to handle multiple