Guest Experience Leader - Multi-Property Growth & Perks

HMLET CENTRAL PTE. LTD.; Singapore; Presencial; SGD 70.000 - 110.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Preferential employee rates and/disc

Wellbeing initiatives

Diversity-friendly environment

Descripción de la vacante

HMLET CENTRAL PTE. LTD. is seeking a Guest Experience Manager to lead guest-facing operations across two properties, delivering outstanding service, strong operational discipline, and memorable experiences.

You will manage and develop the Guest Experience team, oversee reservations and daily operations, drive conversion and revenue outcomes, and partner with the Hotel Management team to optimise workflows, service recovery, and team performance.

Formación

• 3+ years in hospitality, guest experience or front office with service excellence and operational execution.
• Leadership skills to coach and develop teams.
• Excellent communication and interpersonal abilities.
• Owner mindset with attention to detail and accountability.
• Experience in reservations, conversion, and revenue optimisation.

Responsabilidades

• Lead Guest Experience team across multiple properties, ensuring service quality, safety and operational excellence.
• Manage daily operations including check-in/check-out, handovers, and end-to-end guest journeys.
• Coach and develop teams to align with brand standards.
• Oversee reservations, room allocation, and OTA/direct inquiries to optimise occupancy and ADR.
• Own guest satisfaction metrics including reviews, feedback and recovery efforts.
• Partner with Marketing on online reputation and guest communications.
• Prepare duty rosters for efficient manpower and cost control.
• Ensure data accuracy across PMS (MEWS) and related systems.
• Support revenue, billing and payment processes with Finance and Revenue teams.
• Ensure SOPs, brand standards, and health and safety compliance.
• Drive continuous improvement for efficiency, profitability and guest experience.
• Be a brand ambassador delivering warm, professional guest engagement.

Conocimientos

Leadership

Customer service

Operations management

Reservations

Revenue optimisation

Staff development

Communication

Problem solving

Multi-property experience

Herramientas

PMS MEWS

Descripción del empleo

HMLET CENTRAL PTE. LTD. is seeking a Guest Experience Manager to lead guest-facing operations across two properties, delivering outstanding service, strong operational discipline, and memorable experiences.

You will manage and develop the Guest Experience team, oversee reservations and daily operations, drive conversion and revenue outcomes, and partner with the Hotel Management team to optimise workflows, service recovery, and team performance.