Guest Experience Manager - GCW

MILLENNIUM & COPTHORNE INTERNATIONAL LIMITED; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

MILLENNIUM & COPTHORNE INTERNATIONAL LIMITED is seeking a Guest Experience Leader to oversee the complete guest journey and concierge services across the property. You will ensure hospitality at every touchpoint from pre-arrival to post-departure, while guiding a team dedicated to delivering exceptional service.

You will monitor Revinate performance, identify trends, and drive improvements. The role requires strong leadership, stakeholder collaboration, and a passion for guest-centric culture.

Qualifications

• Diploma in Hospitality/Hotel Management is required.
• Minimum 3 years of operational experience in a luxury hotel is preferred; Opera PMS knowledge is essential.
• Inspire associates to perform with high quality and integrity.
• Able to manage projects strategically while hands-on and detail-oriented.
• Coordinate, communicate and gain buy-in from stakeholders at multiple levels.
• Create and lead a guest-centric culture at the property.
• Act as a role-model and drive behavioral change.
• Lead and foster innovation and effectively use technology to simplify systems.

Responsibilities

• Oversee the overall guest experience and concierge functions.
• Ensure top hospitality standards at all touchpoints from pre-arrival to post-departure.
• Lead Guest Experience and track service issues and resolutions.
• Recognize and engage top guests with a high-quality stay.
• Manage and coordinate the guest journey end-to-end, including post-stay feedback.
• Review Revinate performance daily; identify trends and share insights weekly.
• Set Revinate goals and communicate variances to stakeholders.
• Lead a team of Guest Experience Champions and develop their capabilities.
• Establish work groups and co-chair monthly Guest Experience leadership meetings.
• Collaborate with HR Training to plan and deliver operational guest service training.
• Direct, implement and evaluate quality of products and services offered to guests.
• Collaborate with Loyalty Program Team to ensure My Millennium benefits are communicated.
• Analyse and implement improvement initiatives and innovations.

Skills

Guest Experience Leadership

Team Leadership

Stakeholder Management

Project Management

Quality Assurance

Communication Skills

Education

Diploma in Hospitality/Hotel Management

Tools

Opera PMS

Revinate

Job description

Responsibilities

This position will be managing the overall guests’ experience overlooking and with direct responsibility of Guest Experience and Concierge. He/She will have to ensure that the highest levels of hospitality and service are provided with respect at every conceivable touchpoint and from pre-arrival, arrival, stay-over, departure and post-departure experiences within the hotel. The experience provided by the team in his/her subordination will be the first and last impression of the Hotel.

Serves as Guest Experience leader and handles the tracking of service issues.

• Responsible for recognition and engagement of our most valuable guests through delivery of the highest quality stay experience.
• He/she manages and coordinates all aspects of guests’ journey: from pre-arrival and arrival experience all the way to the follow up through post-stay feedback mechanism.
• Review Revinate performance and guest feedback daily, identifying trends and areas for improvement on a regular basis and share with relevant stakeholders (at a minimum once a week).
• Set Revinate goals and regularly compare and communicate variances.
• Investigate root causes of repetitive trending issues and recommend and support implementation of resolutions.
• Lead and develop a team of departmental Guest Experience Champions within the hotel to conduct deep dives/self-assessments and identify improvement opportunities and solutions.
• Establish Guest Experiences work groups and committees and co-chair monthly Guest Experience leadership team meetings.
• Work with HR Training Manager in planning and preparing operational guest service training programs. Work with and support Front Office, Housekeeping, & F&B Departmental trainers in training programs.
• He/she directs, implements and evaluates quality of products and services provided to guests.
• Work with Loyalty Program Team to make certain that there is an effective communication and deliver My Millennium benefits program.
• Analyse, recommend and implement improvement initiatives and innovation.

Requirements

• Diploma in Hospitality/Hotel Management
• 3 years of operational experience in a luxury hotel preferred
  Advanced knowledge and use of Opera PMS
• Ability to inspire associates to perform their work scope with a high level of quality and integrity
• Ability to manage projects strategically, while being hands-on and detail-oriented, acting as a catalyst for making things happens
• Coordinate, communicate and get buy-in from the different stakeholders at various levels
• Ability to create and lead a guest-centric culture at the property
• Act as a role-model and inspire behavioral change
• Be able to lead and foster innovation, appreciate technology and utilize to simplify systems/processes