Guest Experience Manager (Hotel)

murray pte. ltd.; Singapore; On-site; SGD 70,000 - 100,000; Full time

Benefits offered by this job

Marriott discounts

Global Learning access

2 nights staycation

F&B discount

Job summary

The Garcha Group in Singapore seeks a Guest Experience Manager to lead frontline service excellence and act as a brand ambassador for its boutique hotels. You will welcome VIP guests, coordinate with departments, manage guest profiles, and deliver personalized, memorable stays.

You will attend daily briefings, upsell room upgrades, and ensure safety procedures while maintaining the high standards of the Marriott-associated properties within Maxwell Reserve, The Vagabond Club, and The Serangoon

Qualifications

• Luxury hotel guest service experience preferred.
• Strong communication and interpersonal skills.
• Ability to handle VIP guests with discretion.
• Proactive, calm under pressure and organized.

Responsibilities

• Serve as brand ambassador and deliver exceptional guest experiences.
• Welcome VIP guests, provide directions and information on facilities and hours.
• Coordinate room assignments and electronic keys based on guest needs.
• Manage guest inquiries and requests with timely resolutions.
• Upsell room upgrades and coordinate special occasions or amenities.
• Attend daily briefings and communicate updates to the team.

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 duties to the highest standards:
• Serve as a brand ambassador for the hotel, creating a positive first impression and delivering exceptional guest experiences.
• Create memorable "WOW" experiences by consistently exceeding guest expectations and upholding the hotel's service and brand standards.
• Proactively welcome and greet guests upon arrival, provide directions, escort guests when necessary, and offer accurate information on hotel facilities, operating hours, promotions, and events.
• Serve as the main point of contact for VIP guests, ensuring all relevant departments are informed of their arrival, preferences, and special requirements.
• Drive departmental objectives and work collaboratively with the team to achieve established goals and Key Performance Indicators (KPIs).
• Coordinate room assignments based on guest preferences and requirements, ensuring appropriate room allocation and preparation of electronic room keys.
• Facilitate personalized in-room check-ins for VIP guests, including verification of room rates, reservation details, and payment guarantees.
• Ensure guests are informed of hotel facilities, room features, and available services, while coordinating prompt luggage delivery.
• Manage guest queues at the Front Desk and assist with arrivals, departures, and express check-outs when required.
• Handle guest inquiries and special requests promptly, coordinating with relevant departments to ensure timely resolution.
• Respond professionally to telephone inquiries, record guest messages, and communicate important information to relevant team members.
• Assist guests with messages, mail, packages, and other special requests while maintaining confidentiality and service standards.
• Remain calm and professional during emergencies and high-activity periods, ensuring compliance with hotel safety, emergency response, and fire prevention procedures.
• Handle guest complaints promptly and effectively, taking appropriate service recovery actions and escalating matters to the relevant manager when necessary.
• Maintain updated guest profiles, preferences, and special requirements to deliver personalized service during each stay.
• Coordinate with relevant departments to arrange VIP amenities, special occasion setups, and personalized guest experiences for birthdays, honeymoons, and other celebrations.
• Attend daily briefings, shift handovers, and departmental meetings, ensuring familiarity with operational updates and guest requirements.
• Maintain comprehensive knowledge of hotel facilities, local attractions, dining establishments, and places of interest to provide accurate recommendations to guests.
• Promote room upgrades and upselling opportunities to maximize room revenue while enhancing the guest experience.
• Ensure all operational reports, guest requests, and service-related tasks are completed accurately and within established deadlines.
• Perform any other duties or tasks as assigned by management.