Guest Experience Manager

PARKROYAL PICKERING HOTEL PTE. LTD.; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

PARKROYAL COLLECTION Pickering, Singapore is seeking a Guest Experience Manager to create personalised, seamless stays for VIP and Collection Club Lounge guests.

As a key ambassador for the hotel, you will anticipate guest needs, provide discreet butler-style service and ensure every commitment from pre-arrival to departure is fulfilled. The role collaborates with Housekeeping, F&B, Concierge, Front Office, Engineering and Sales & Marketing to maintain the Parkroyal standard.

Qualifications

• Diploma or Degree in Hospitality Management or a related discipline.
• At least 5 years of experience in luxury hospitality, including at least 2 years in a supervisory or managerial role.
• Hands-on experience in butler service, VIP guest relations or a comparable personalised luxury service role.
• Practical F&B service experience, preferably in a luxury hotel, fine-dining restaurant, executive lounge, private dining or in-room dining.
• Strong exposure to Front Office operations, guest relations and VIP handling across departments.
• Ability to manage hotel operations independently during shifts.
• Familiarity with Opera PMS or similar systems.
• Strong problem-solving, decision-making and conflict-resolution skills.
• Excellent interpersonal and communication skills with good English proficiency.
• Discreet, detail-oriented and service-minded, with strong team leadership and adaptability in a fast-paced luxury environment.

Responsibilities

• Guest profiles: Own and maintain VIP guest profiles in Opera Cloud and update preferences before arrival.
• VIP arrival, in-stay and departure: Plan warm welcomes, room orientations and farewells; coordinate transport and luggage.
• Butler service: Provide room preparation, garment-care and packing/unpacking assistance; coordinate requests across departments.
• Food & Beverage: Apply F&B service knowledge across in-room dining, lounge dining and restaurant reservations.
• Collection Club Lounge: Support a polished lounge experience with guest preferences and feedback coordination.
• Room standards: Inspect rooms for VIP arrivals; check amenities and re-check issues before arrival.
• Lobby presence and service recovery: Engage guests, assist with wayfinding, record incidents and actions.
• Sales & Marketing partnership: Review VIP info, deliver on upgrades and provide post-stay feedback.

Skills

Guest relations

VIP handling

Front office collaboration

Communication skills

Education

Diploma or Degree in Hospitality Management or related discipline

Tools

Opera PMS

Job description

PARKROYAL COLLECTION Pickering, Singapore is seeking a Guest Experience Manager to create personalised, seamless stays for VIP and Collection Club Lounge guests. As a key ambassador for the hotel, the Guest Experience Manager anticipates guest needs, delivers butler-style service in person and follows through on every guest commitment from pre-arrival to departure.

The role works closely with Housekeeping, Food & Beverage, Concierge, Front Office, Engineering and Sales & Marketing and reports to the Front Office Manager and the Director of Sales.

Responsibilities

• Guest profiles: Own and maintain VIP guest profiles in Opera Cloud. Verify and update guest preferences before arrival, and protect guest information in line with hotel confidentiality and data-protection requirements.
• VIP arrival, in-stay and departure: Plan and deliver warm, personalised welcomes, room orientations and farewells. Coordinate transport and luggage assistance and make sure all guest requests are closed or handed over.
• Butler service: Be a discreet, trusted point of contact for VIP guests. Provide room preparation, garment-care and pressing/laundry coordination and packing or unpacking assistance where requested and permitted. Coordinate requests across departments and see them through to completion.
• Food & Beverage: Apply sound F&B service knowledge across in-room dining, lounge dining, restaurant reservations and special-occasion arrangements. Communicate dietary requirements and allergies accurately to the kitchen and Food & Beverage team and follow up on dining feedback and service recovery.
• Collection Club Lounge: Support a polished, attentive and consistent lounge experience. Work with the Club lounge and Food & Beverage team on guest preferences, requests and feedback.
• Room standards: Inspect rooms for assigned VIP arrivals with Housekeeping. Check presentation, amenities and in-room systems and make sure any issues are fixed and re-checked before the guest arrives.
• Lobby presence and service recovery: Engage guests in guest-facing areas and assist with wayfinding, luggage and transport. Handle concerns with ownership, coordinate service recovery and record significant incidents and actions.
• Sales & Marketing partnership: Review VIP information in the daily pre-shift briefing, deliver on service and upgrade commitments made to corporate accounts and event organisers and give structured post-stay feedback to the Sales & Marketing team.

Requirements

• Diploma or Degree in Hospitality Management or a related discipline
• At least 5 years of experience in luxury hospitality, including at least 2 years in a supervisory or managerial role
• Hands-on experience in butler service, VIP guest relations or a comparable personalised luxury service role. You should be able to describe the butler duties you have personally performed.
• Practical F&B service experience, preferably in a luxury hotel, fine-dining restaurant, executive lounge, private dining or in-room dining
• Strong exposure to Front Office operations, guest relations and VIP handling across departments
• Ability to manage hotel operations independently during shifts
• Familiarity with Opera PMS or similar systems
• Strong problem-solving, decision-making and conflict-resolution skills
• Excellent interpersonal and communication skills with good English proficiency
• Discreet, detail-oriented and service-minded, with strong team leadership and adaptability in a fast-paced luxury environment