Full-timeHotels & hospitality· Posted 28 Aug

Guest Experience Manager - Conrad Singapore Marina Bay

HiltonFrom company site

Salary

Not stated by the company

When

Full-time hours

Where

CCDTPromenade

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Start: Not stated
Work mode: On-site
Experience: Experienced

About the role

You will lead the front office and guest services teams at Conrad Singapore Marina Bay, making sure every guest receives outstanding service. This role oversees daily Executive Floor operations and VIP arrivals, and it suits someone with supervisory or managerial experience in a guest-facing hotel environment who enjoys leading a team and delivering memorable stays.

What you'll do

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Manage the performance of the Guest Experience team.
Handle hiring, training and development for the team.
Appraise team members and encourage their regular development.
Manage team scheduling within approved staffing levels.
Deliver brand service standards that meet and exceed guest expectations.
Handle guest enquiries and complaints promptly, with proper follow-up and service recovery.
Maintain and enhance recognition programmes for special-occasion and Executive Floor guests.
Check arrival reports ahead of time and act as main contact for VIP guests, briefing other departments on preferences and requirements.
Place guest amenities and allocations before VIP and Executive Floor arrivals.
Maintain guest profiles and special preferences for personalised future stays.
Encourage internal and external collaboration for memorable guest experiences.
Ensure guest supplies and amenities are offered and replenished to required standards.
Manage special room assignments and suite occupancies.
Keep Lounge operating equipment in top working order.
Keep the team current on hotel services, VIP requests and special events, and knowledgeable about nearby attractions and landmarks.
Ensure the team always projects a professional, hospitable manner.
Ensure the team complies with hotel security, fire regulations and health and safety legislation.
Use systems such as Kipsu, Stay Experience Platform and Synergy to meet guest needs and drive improvement.
Assist in planning departmental goals and service standards in line with brand requirements.
Support preparation of the department's annual budget, including forecasting staffing, amenity and operating equipment needs.
Monitor departmental expenses against budget, identify variances and take corrective action.
Review and manage costs for guest amenities, recovery gestures and Lounge operating supplies within approved limits.
Provide input into departmental policies, procedures and standard operating practices, and support their implementation.
Undertake executive tasks as directed by the Director of Front Of House.
Work in an environmentally conscious manner.
Perform any other reasonable duties assigned by Management.

Requirements

Good communication and interpersonal skills
Relevant supervisory or managerial experience in Front Office, Guest Relations, Executive Lounge or a similar guest-facing hotel environment
Good working knowledge of Front Office operations, VIP and guest handling, room assignments, guest profiles and service recovery
Able to handle guest feedback and complaints professionally with sound judgement
Able to plan, prioritise and organise departmental work including staffing, scheduling and resource allocation
Working knowledge of budgeting and expense control

Guest Experience Manager - Conrad Singapore Marina Bay

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