Job Description
Join Singapore's premier luxury resort as we redefine hospitality excellence on Sentosa Island. We seek a passionate Guest Experience Manager to curate unforgettable stays for discerning travelers in our AAA Five-Diamond property. Lead a dynamic team in delivering personalized service while driving operational excellence across all guest touchpoints. This role offers the opportunity to shape the future of luxury hospitality in one of Asia's most vibrant destinations.
Responsibilities
- Oversee all guest-facing operations including front desk, concierge, and VIP services
- Develop and implement guest experience strategies to exceed brand standards
- Train and mentor staff in luxury service protocols and cultural awareness
- Analyze guest feedback to identify service improvement opportunities
- Coordinate with F&B and housekeeping departments to ensure seamless stays
- Manage VIP arrivals and bespoke experience requests
- Monitor service KPIs and implement corrective actions
Qualifications
- 5+ years in luxury hospitality management with 2+ in leadership roles
- Proven track record in guest satisfaction metrics (NPS >90)
- Fluency in English and Mandarin; additional languages highly valued
- Certification in hospitality management (e.g., CHIA) preferred
- Expertise in Opera PMS and CRM systems
- Strong problem-solving and conflict resolution abilities
- Valid Singapore work permit required