Job Description
Join our award-winning luxury hospitality team at The Ritz-Carlton, Singapore as a Guest Experience Manager. We seek a passionate professional to orchestrate unforgettable guest journeys in our iconic Marina Bay location. This role blends operational excellence with personalized service delivery, ensuring every interaction exceeds expectations. You'll lead a dynamic team while maintaining our brand's legendary standards of refinement and attention to detail.
As part of Marriott Bonvoy's portfolio, we offer unparalleled career development and global recognition. Our commitment to sustainability and community engagement creates a workplace where purpose meets prestige.
Responsibilities
- Oversee all front-of-house operations including check-in/out, concierge services, and VIP guest coordination
- Train and mentor guest relations team members on service standards and conflict resolution
- Implement personalized guest experiences based on preferences and historical data
- Collaborate with F&B and housekeeping departments to ensure seamless service delivery
- Analyze guest feedback metrics to develop continuous improvement strategies
- Manage operational budgets and resource allocation for guest services
- Handle escalated guest inquiries with discretion and diplomatic solutions
Qualifications
- Bachelor's degree in Hospitality Management or equivalent field experience
- Minimum 4 years in luxury hotel guest services with supervisory experience
- Proficiency in Opera PMS and Marriott's CRM systems
- Exceptional communication skills in English with fluency in at least one Asian language
- Proven ability to resolve complex guest situations with grace
- Certification in hospitality leadership or guest experience management preferred
- Strong knowledge of Singapore's tourism landscape and cultural protocols