We are seeking a dynamic and service-driven Guest Experience Manager to curate and deliver exceptional, personalised experiences for VIPs, loyalty members and corporate guests.
This role plays a key part in elevating guest satisfaction through proactive engagement, detailed pre-arrival planning and seamless execution of butler-style services. You will serve as the primary liaison for high-value guests, ensuring consistency, recognition and excellence across all touchpoints.
Key Responsibilities
1. VIP Guest Experience Management
- Serve as the main point of contact for VIPs, repeat and high-value guests.
- Manage end-to-end guest journey including pre-arrival planning, room allocation and in-room setups.
- Personally welcome VIP guests when required and ensure discreet, personalised service.
- Maintain and update guest preferences and profiles.
2. Loyalty Programme
- Drive engagement and recognition across all loyalty tiers.
- Ensure accurate delivery of member benefits and entitlements.
- Handle escalations and resolve discrepancies professionally.
- Support enrolment and programme awareness initiatives.
3. Corporate & Butler Service Delivery
- Oversee butler-style services for corporate and long-stay guests.
- Coordinate itineraries, transport and special arrangements.
- Act as a point of contact to ensure seamless guest experiences.
- Collaborate with Sales and Catering Sales teams to support corporate guest needs.
4. Guest Personalisation & Experience Planning
- Identify VIP arrivals, special occasions, and returning guests.
- Curate bespoke experiences including celebrations and amenities.
- Leverage guest data to enhance personalisation.
5. Cross-Department Coordination
- Work closely with Front Office, Housekeeping and F&B Service as well as Culinary teams.
- Ensure all guest requests are executed accurately and promptly.
6. Service Recovery & Quality Assurance
- Handle guest concerns with urgency and professionalism.
- Lead personalised service recovery efforts.
- Ensure alignment with brand standards and luxury service benchmarks.
7. Operational Leadership (Duty Manager Role)
- Act as the manager on duty for Front Office during shifts
- Manage incidents, guest issues and emergency situations.
- Ensure compliance with safety and security procedures.
Job Requirements:
- Minimum 5-7 years in luxury hospitality with at least 2-3 years in a supervisory/managerial role.
- Strong background in Front Office, Guest Relations or Butler Service.
- Minimum Diploma in Hospitality Management or related field.
- Strong interpersonal and communication skills
- Excellent problem-solving and decision-making abilities
- Guest-centric mindset with attention to detail
- Ability to manage operations independently during shifts
- Familiarity with Opera PMS or equivalent systems
- Ability to work on rotating shifts including night shift, weekends and public holidays.
