Guest Experience Manager

HMLET CENTRAL PTE. LTD.; Singapore; On-site; SGD 70,000 - 110,000; Full time

Benefits offered by this job

Preferential employee rates and/disc

Wellbeing initiatives

Diversity-friendly environment

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Leadership

Customer service

Operations management

Reservations

Revenue optimisation

Staff development

Communication

Problem solving

Multi-property experience

Tools

PMS MEWS

Job description

About the Role

As the Guest Experience Manager, you will lead the guest-facing operations across both properties, ensuring a consistently high standard of service, strong operational discipline, and memorable guest experiences.

You will manage and develop the Guest Experience team, oversee reservations and daily operations, drive conversion and revenue outcomes, and act as a key partner to the Hotel Management team in optimising workflows, service recovery, and team performance. This role blends hands‑on hospitality leadership with operational excellence, commercial awareness, and a strong people‑first mindset.

What You'll Do

• Lead Guest Experience team across hospitality properties, ensuring consistent service, safety, and operational excellence
• Manage daily operations including check‑in, check‑out, shift handovers, and end‑to‑end guest journeys
• Lead, coach, and develop the Guest Experience team to deliver service aligned with Hmlet's brand standards
• Oversee reservations, room allocation, and OTA/direct enquiries to optimise occupancy, ADR, and conversion performance
• Own guest satisfaction outcomes including reviews, feedback, and service recovery
• Partner with Marketing on online reputation and guest communications
• Prepare and manage duty rosters to ensure efficient manpower planning and cost control
• Ensure data accuracy and operational integrity across PMS (MEWS) and related systems
• Support revenue, billing, and payment processes in collaboration with Finance and Revenue teams
• Ensure compliance with SOPs, brand standards, and health and safety requirements
• Drive continuous improvement initiatives to enhance efficiency, profitability, and guest experience
• Act as a Hmlet's brand ambassador, delivering warm, professional, and consistent guest engagement

Ideal Candidate

• Minimum 3 years of relevant experience in hospitality, guest experience, or front office roles, with a strong focus on service excellence and operational execution
• Strong leadership skills with the ability to coach, motivate, and develop teams
• Excellent communication and interpersonal skills
• High ownership mindset with strong attention to detail
• Ability to handle guest complaints calmly and turn challenges into positive experiences
• Commercial awareness with experience in reservations, conversion, and revenue optimisation
• Comfortable working in a fast‑paced, multi‑property environment
• Strong organisational and planning skills, including roster and inventory management
• Familiarity with PMS systems and operational reporting
• Flexibility is expected to support shift coverage as needed to keep operations running smoothly.

The Offer

Join a growing business where you can take ownership, contribute ideas, and directly influence the experience we create for our guests.

Work with supportive leaders who are invested in your success, with opportunities to learn, take on greater responsibilities, and grow your career as the business evolves.

Enjoy preferential employee rates and discounts across eligible Hmlet properties across countries.

Access wellbeing initiatives and employee benefits designed to support your physical and mental wellbeing.

Work alongside talented colleagues from diverse backgrounds in an environment that values collaboration, initiative, and continuous improvement.

At Hmlet, great hospitality starts with people. If you enjoy creating memorable guest experiences while being part of a commercially driven and hands‑on team, we would love to meet you.