VIP Guest Experience Lead — Butler-Style Service

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, 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.