Guest Experience Manager

MURRAY PTE. LTD.; Singapore; On-site; SGD 55,000 - 75,000; Full time

Benefits offered by this job

Marriott discounts for staff and their

Global Learning + Development tool

2 nights yearly staycation at Garcha集团

20% off F&B at Garcha Group venues

Job summary

The Garcha Group is seeking a Guest Experience Manager for its Singapore properties. You will be the brand ambassador, delivering exceptional service to VIP guests and ensuring flawless check-ins and guest communications.

Responsibilities include greeting guests, coordinating VIP requests, and driving department KPIs. You will collaborate with departments to arrange in-room setups and manage guest complex needs in a high-energy hotel environment.

Qualifications

• Experience in luxury hotel guest services.
• Ability to greet and assist VIP guests with discretion.
• Strong communication and interpersonal skills.

Responsibilities

• Be the brand ambassador of the hotel, creating a positive first impression.
• Provide a WOW experience by delivering top-quality service and meeting VIP expectations.
• Greet guests on arrival, provide directions, escort guests, and share information on hours, promotions, and events.
• Serve as main contact for VIP guests and brief other departments onVIP needs.
• Drive departmental objectives and KPIs with the team.
• Manage room selection for VIPs and prepare e-keys.
• Assist in in-room check-in and confirm rates and guarantees.
• Inform guests about hotel facilities and connect with other teams for special requests.
• Handle guest requests promptly and coordinate with relevant departments.
• Answer phone inquiries, take messages, and assist with arrivals and deliveries.
• Adhere to Health & Safety procedures and participate in emergency procedures as directed.
• Resolve complaints promptly and escalate where appropriate.
• Maintain knowledge of guest preferences and tailor service per reservation.
• Coordinate VIP amenity setups for special occasions like birthdays or honeymoons.
• Attend daily briefings, shift handovers, and update logs.

Skills

Guest service

VIP guest handling

Communication

Job description

An exciting opportunity has arrived at The Garcha Group, Singapore’s boutique hotel group currently with the following hotels:

• Maxwell Reserve, Autograph Collection Hotel (Marriott);
• The Vagabond Club, a Tribute Portfolio Hotel (Marriott);
• The Serangoon Club, a Tribute Portfolio Hotel (Marriott).

Restaurants & Bars:

• Shikar, Isabel Brasserie, Polo Bar Steakhouse & Cultivate (Maxwell Reserve)
• Whiskey Library & Jazz Club (The Vagabond Club)
• GupShup (The Serangoon House)

Garcha Group Benefits:

• As an associate of a Marriott hotel, you, your parents or parents-in-laws, children, spouse/domestic partner and siblings are eligible for discounts on F&B and room rates in 7,000+ hotels world-wide.
• As an associate of a Marriott hotel, you have access to the “Global Learning + Development” tool which creates for you personalized learning experiences designed to help you thrive in their Marriott career journey. (see attached for full Marriott benefits)
• 2 nights yearly staycation in any of the 4 Garcha Group hotels in Singapore.
• 20% off Food/Alcohol Bill at all Garcha Group restaurants and bars

Responsibilities include but are not limited to:

• As the Guest Experience Manager, you will be responsible for performing the following tasks to the highest standards:
• Be the brand ambassador of hotel, providing a positive “first impression” while guests walk-in to the hotel.
• Create a “WOW” experience of guests by deliver the highest quality and brand service standards to consistently meet and exceed executive Guest and VIP expectations
• Proactively greet guests at arrival lobby, providing direction, escort guest to the destination, responding with appropriate actions & provide accurate information such on outlet operating hours, on-going promotions, special VIP programs, events, etc.
• Serve as the main point of contact for VIP guests & ensure hotel departments are fully briefed on VIP Guest.
• Drive departmental objectives for self and team, and work together to achieve the department goal and KPIs accordingly.
• Make appropriate selection of rooms based on VIP guest needs and prepare coding electronic keys.
• In Room check in – Meet and greet guest, complete check in in the room, confirming room rates and obtain valid method of guarantee.
• Make appropriate selection of rooms based on VIP guest needs and prepare coding electronic keys.
• Ensure that guests are informed on hotel facilities and room features and luggage is delivered in a prompt manner.
• Manage queue at the desk and assist with the arrivals and offer express check out for departing guest at the front desk when required.
• Receive special requests from guests and respond appropriately or forward requests to appropriate team members for decisions and actions.
• Promptly answer the telephone inquiries, inputting messages into the reservation and advise other team members on special guests’ needs.
• Retrieve messages and communicate the content to guests, retrieving mail, packages and/or other special items for guests as requested.
• Remain calm and alert especially during emergency situations and heavy hotel activity by comply with Health & Safety, Emergency Management, the Disaster manual, and Fire procedures and regulations, taking part in the fire team when and where directed.
• Handle complaints promptly and efficiently, empowered to take the necessary action, informing the Guest Experience Manager/ Duty Manager/ Assistant Front Office Manager to follow-up where appropriate.
• Maintain awareness of guests’ profiles and specific preferences, ensuring that they are acted upon for each reservation.
• Coordinate with relevant departments to arrange in-room amenity set-ups according to VIP level and for special occasions – i.e. Birthdays and Honeymoon and etc.
• Attend daily briefings, shift handovers, meetings and read the logbook on a daily basis.
• Keeping up to date with information on facilities, attractions, places of interest, sights and activities in and around the hotel.
• Upsell rooms to higher room and rate categories, ensuring maximum revenue generation from each guest.
• Ensure that all reporting and servicing deadlines are met on a timely basis.
• Carry out any other reasonable duties and responsibilities as assigned.