VIP Guest Experience Lead

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

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.