Guest Experience Manager

Four Seasons Hotel Singapore

A luxury hotel in Singapore that escapes into a quiet garden enclave in the heart of the city – steps from Orchard Road shops and entertainment, and just minutes from the financial district. Enter a world that is intimate and exclusive, yet complete in every way, with award-winning dining and 24-hour fitness. A warm, residential ambience showcases over 1,500 Asian art pieces, and thoughtful Four Seasons care elevates every moment.

Are you passionate about creating memorable experiences for guests? Does building meaningful connections with guests come naturally to you? Are you a natural leader who thrives in a fast-paced, luxury hospitality environment? If you are, we invite you to join our dynamic team as a Guest Experience Manager at Four Seasons Hotel Singapore.

Job Overview

As a Guest Experience Manager, you will play a pivotal role in ensuring that our guests have a seamless and extraordinary stay at our property. Being at the forefront of delivering unparalleled experiences to our guests, your primary responsibility will be to oversee and coordinate all aspects of a guest’s stay experience, from anticipating their needs to exceeding their expectations. Your ability to deliver warm, welcoming and personalised service will be instrumental in elevating guest satisfaction and brand loyalty.

Key Responsibilities

Guest Relations

• Build meaningful connections and maintain strong relationships with guests, addressing their inquiries, concerns and feedback promptly and professionally.
  
  
• Proactively seek opportunities to enhance their experience during their stay.
  
  
• Coordinate efforts across departments to create lasting memories for guests celebrating special occasions.
  
  
• Coordinate the meet and greet for VIPs arrivals.
  
  
• Coordinate the Lobby Ambassador program.
  
  

VIP Management

• Develop and maintain relationships with VIP guests and Special Attention guests, recognising their preferences and ensuring extra attention and special treatment for this group of guests.
  
  
• Manage and anticipate the needs of VIP guests, ensuring personalised services and special arrangements are provided to create unforgettable moments.
  
  
• Assist with room reservations.
  
  
• Assist with in room check-in.
  
  

Guest Experience Enhancement

• Continuously seek ways to enhance the guest experience by developing and implementing innovative guest recognition programs and initiatives.
  
  
• Collaborate with various departments to ensure seamless guest experiences across all touchpoints, focusing on areas such as Front Desk, Concierge, Housekeeping and In Room Dining.
  
  

Team Leadership

• Lead and inspire a team of Guest Experience Executives/Interns to deliver exceptional service. Provide proper guidance and training, and set clear performance expectations and foster a culture of excellence.
  
  

Problem Resolution

• Demonstrate effective problem resolution skills and handle challenging situations with poise and tact, focused on a solution-oriented approach and a commitment to guest satisfaction.
  
  

Quality Assurance

• Conduct regular evaluations of guest interactions and review guest feedback to identify trends and areas for improvement. Take corrective actions and implement strategies to maintain the highest levels of guest satisfaction.
  
  

Budget and Reporting

• Assist in preparing departmental budget and manage expenses efficiently.
  
  
• Provide regular reports on guest feedback and service trends to senior management and propose innovative initiatives and unique offerings accordingly.
  
  

Key Requirements

• Bachelor’s degree or Diploma in Hospitality Management, Business Administration, or a related field preferred.
  
  
• Proven experience in luxury hospitality, with a strong track record in front office or a similar role.
  
  
• Exceptional interpersonal skills, with the ability to engage and connect with guests from diverse backgrounds.
  
  
• Demonstrated problem-solving abilities and a proactive approach to guest satisfaction.
  
  
• Impeccable attention to details and a passion for creating memorable guest experiences.
  
  
• Excellent communication skills, both written and verbal, with fluency in English
  
  
• Able to work shift hours, and on weekends and public holidays as required by the demands of the role
  
  
• Familiarity with hotel management systems is a plus
  
  

Join us Now!

With a culture built on mutual respect, a growing world of opportunities and an environment that supports the personal drive for excellence, a Four Seasons career can be exceptionally rewarding.

• Career growth opportunities
  
  
• Unique strong culture
  
  
• Best-in-industry training
  
  
• Complimentary stays at Four Seasons properties (based on availability), with discounted meals
  
  
• Paid holidays/vacation
  
  
• Dental and medical/disability/life insurance
  
  
• Employee service awards/Birthday Gift
  
  
• Annual employee party/social and sporting events
  
  
• Complimentary meals in a dedicated employee restaurant