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Open nowPosted yesterday

Guest Experience Manager - GCW

MyCareersFuture96,520 open roles

Pay
SGD 3,500 – SGD 5,200 a month
Where
Central, Singapore
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Your applicationOpen nowGuest Experience Manager - GCWMyCareersFuture · Central, Singapore

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The clock on this job

Early applications get read.

8.1% of postings close within 7 days. Measured by our own scanner across the market. MyCareersFuture postings stay open a median of 4 days.

Share of postings closed within
  1. 1.8%1 day
  2. 3.5%3 days
  3. 8.1%7 days
  4. 15.1%14 days
  5. 33.9%30 days
This job: posted yesterday

MyCareersFuture median: 4 days open

The posting

Responsibilities

This position will be managing the overall guests’ experience overlooking and with direct responsibility of Guest Experience and Concierge. He/She will have to ensure that the highest levels of hospitality and service are provided with respect at every conceivable touchpoint and from pre-arrival, arrival, stay-over, departure and post-departure experiences within the hotel. The experience provided by the team in his/her subordination will be the first and last impression of the Hotel.

Serves as Guest Experience leader and handles the tracking of service issues.

  • Responsible for recognition and engagement of our most valuable guests through delivery of the highest quality stay experience.
  • He/she manages and coordinates all aspects of guests’ journey: from pre-arrival and arrival experience all the way to the follow up through post-stay feedback mechanism.
  • Review Revinate performance and guest feedback daily, identifying trends and areas for improvement on a regular basis and share with relevant stakeholders (at a minimum once a week).
  • Set Revinate goals and regularly compare and communicate variances.
  • Investigate root causes of repetitive trending issues and recommend and support implementation of resolutions.
  • Lead and develop a team of departmental Guest Experience Champions within the hotel to conduct deep dives/self-assessments and identify improvement opportunities and solutions.
  • Establish Guest Experiences work groups and committees and co-chair monthly Guest Experience leadership team meetings.
  • Work with HR Training Manager in planning and preparing operational guest service training programs. Work with and support Front Office, Housekeeping, & F&B Departmental trainers in training programs.
  • He/she directs, implements and evaluates quality of products and services provided to guests.
  • Work with Loyalty Program Team to make certain that there is an effective communication and deliver My Millennium benefits program.
  • Analyse, recommend and implement improvement initiatives and innovation.

Requirements

  • Diploma in Hospitality/Hotel Management
  • 3 years of operational experience in a luxury hotel preferred Advanced knowledge and use of Opera PMS
  • Ability to inspire associates to perform their work scope with a high level of quality and integrity
  • Ability to manage projects strategically, while being hands-on and detail-oriented, acting as a catalyst for making things happens
  • Coordinate, communicate and get buy-in from the different stakeholders at various levels
  • Ability to create and lead a guest-centric culture at the property
  • Act as a role-model and inspire behavioral change
  • Be able to lead and foster innovation, appreciate technology and utilize to simplify systems/processes
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