Guest Experience Leader

MILLENNIUM & COPTHORNE INTERNATIONAL LIMITED; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

MILLENNIUM & COPTHORNE INTERNATIONAL LIMITED is seeking a Guest Experience Leader to oversee the complete guest journey and concierge services across the property. You will ensure hospitality at every touchpoint from pre-arrival to post-departure, while guiding a team dedicated to delivering exceptional service.

You will monitor Revinate performance, identify trends, and drive improvements. The role requires strong leadership, stakeholder collaboration, and a passion for guest-centric culture.

Qualifications

• Diploma in Hospitality/Hotel Management is required.
• Minimum 3 years of operational experience in a luxury hotel is preferred; Opera PMS knowledge is essential.
• Inspire associates to perform with high quality and integrity.
• Able to manage projects strategically while hands-on and detail-oriented.
• Coordinate, communicate and gain buy-in from stakeholders at multiple levels.
• Create and lead a guest-centric culture at the property.
• Act as a role-model and drive behavioral change.
• Lead and foster innovation and effectively use technology to simplify systems.

Responsibilities

• Oversee the overall guest experience and concierge functions.
• Ensure top hospitality standards at all touchpoints from pre-arrival to post-departure.
• Lead Guest Experience and track service issues and resolutions.
• Recognize and engage top guests with a high-quality stay.
• Manage and coordinate the guest journey end-to-end, including post-stay feedback.
• Review Revinate performance daily; identify trends and share insights weekly.
• Set Revinate goals and communicate variances to stakeholders.
• Lead a team of Guest Experience Champions and develop their capabilities.
• Establish work groups and co-chair monthly Guest Experience leadership meetings.
• Collaborate with HR Training to plan and deliver operational guest service training.
• Direct, implement and evaluate quality of products and services offered to guests.
• Collaborate with Loyalty Program Team to ensure My Millennium benefits are communicated.
• Analyse and implement improvement initiatives and innovations.

Skills

Guest Experience Leadership

Team Leadership

Stakeholder Management

Project Management

Quality Assurance

Communication Skills

Education

Diploma in Hospitality/Hotel Management

Tools

Opera PMS

Revinate

Job description

MILLENNIUM & COPTHORNE INTERNATIONAL LIMITED is seeking a Guest Experience Leader to oversee the complete guest journey and concierge services across the property. You will ensure hospitality at every touchpoint from pre-arrival to post-departure, while guiding a team dedicated to delivering exceptional service.

You will monitor Revinate performance, identify trends, and drive improvements. The role requires strong leadership, stakeholder collaboration, and a passion for guest-centric culture.