Guest Experience Manager

ssg hotels pte. ltd.; Singapore; On-site; SGD 54,000 - 86,000; Full time

Benefits offered by this job

Global Marriott benefits

2 nights yearly staycation

20% off F&B at group restaurants

Marriott learning & development access

Job summary

The Garcha Group in Singapore is seeking a Guest Experience Manager to uphold luxury service standards and act as the brand ambassador for its Marriott-affiliated properties. You will welcome guests, curate memorable experiences, and coordinate with departments to deliver seamless VIP service.

In this role you will manage VIP preferences, assist with check-ins, arrange in-room amenities for special occasions, and contribute to revenue through strategic upselling while ensuring safety and service

Qualifications

• VIP guest service experience or strong service mindset.
• Ability to act as brand ambassador and uphold luxury standards.
• Upselling and revenue-focused guest interactions.
• Clear, professional communication with guests and colleagues.
• Proactive, confident guest engagement and problem solving.

Responsibilities

• Be the brand ambassador of the hotel, creating a positive first impression for guests.
• Deliver a WOW experience by upholding high service standards for VIP guests.
• Greet guests at arrival, provide directions, and inform on hours, promotions, and events.
• Serve as main contact for VIP guests and brief hotel departments on their needs.
• Drive department goals and KPIs, and coordinate with teams to meet them.
• Assist with check-in and room assignment for VIP clients, ensuring smooth experience.
• Inform guests about facilities, features, and arrange amenities for special occasions.
• Handle inquiries, forward requests, and manage arrivals and departures at the front desk.
• Maintain guest profiles and preferences to tailor each reservation.
• Attend daily briefings and stay updated on local attractions and offerings.
• Upsell rooms to higher categories to maximize revenue.

Skills

VIP guest service

Brand ambassador

Upselling

Communication

Team coordination

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 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.