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Full-timeHotels & hospitality· Posted 18 Aug

Guest Experience Manager

IHG Hotels & ResortsFrom company site

Salary

Not stated by the company

When

Full-time hours

Where

TEHavelockInterContinental Singapore Robertson Quay

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Start: Not stated
Work mode: On-site
Experience: Some experience

About the role

This role leads the Guest Experience team and the Instant Service Centre at InterContinental Singapore Robertson Quay, making sure IHG One Rewards Elite Members, VIPs and returning guests feel recognised and well looked after. It suits someone with front office or guest service background who enjoys coaching a team, solving problems on the spot and building genuine relationships with guests.

What you'll do

Lead and develop the Guest Experience team to deliver personalised, memorable stays
Oversee the Instant Service Centre so guest requests, enquiries and service recovery cases are handled efficiently and professionally
Review daily arrivals and ensure IHG One Rewards Elite Members receive the right recognition, benefits, amenities and personalised experiences
Manage assigned VIP guests, coordinating room preparation, amenities, preferences and special arrangements
Personally welcome Elite Members, VIPs, repeat guests and other designated guests
Drive the hotel's Loyalty Recognition Program and keep it compliant with IHG standards and brand expectations
Lead the Return Guest Program by identifying repeat guests, maintaining preference profiles and developing initiatives to grow retention and loyalty
Monitor guest feedback through Medallia, online reviews and direct interactions, ensuring timely follow-up and resolution
Lead service recovery for Elite Members, VIPs and guests needing special attention
Analyse guest satisfaction trends, loyalty recognition performance and return guest metrics, and recommend improvements
Prepare weekly and monthly Guest Experience reports covering satisfaction, loyalty recognition, service recovery and return guest trends
Work with operational departments so guest preferences, special requests and recognition opportunities are delivered consistently
Drive Guest Love, Loyalty Recognition and Guest Satisfaction targets through coaching, training and continuous improvement
Act as the hotel's ambassador for guest experience excellence across all departments
Build strong relationships with returning guests and keep detailed preference records
Stay in direct contact with VIP, high-profile and long-stay guests to ensure a seamless experience
Oversee special occasions, celebrations and bespoke guest experiences
Monitor guest satisfaction scores, online reviews and feedback channels
Analyse feedback trends and recommend service enhancements
Collaborate with department heads to address recurring guest concerns and improve operational performance

Good to know

May be required to work nights, weekends and/or holidays
Travel may be needed for workshops, specialised training and/or certifications
Based at InterContinental Singapore Robertson Quay

Requirements

Bachelor's degree, higher education qualification or equivalent in Hotel Management or Business Administration
At least 2 years of Front Office or Guest Service experience, including management experience
Fluent spoken English
Additional languages preferred
Strong communication skills for dealing with customers, employees and colleagues
Good writing skills and a creative thinker

Benefits

Competitive salary
Career development and progression opportunities
Comprehensive health and wellness benefits
Discounts on hotel stays and dining experiences
Collaborative and inclusive company culture
Generous room and dining discounts

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Listing ID 3462·

5103 jobs

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About the role

What you'll do

Good to know

Requirements

Benefits