Guest Experience Manager Jobs, Salary up to SGD 4,500 in RC HOTELS (PTE.) LTD. Central Region (Singapore) - Maukerja

Job Overview

We are seeking a service-oriented and proactive Guest Experience Manager to oversee guest relations and help deliver a consistent, welcoming, and high-quality hospitality experience.

In this role, you will coordinate guest-facing operations, monitor service standards, handle escalated guest concerns, and work closely with front office, housekeeping, food and beverage, and other hotel departments to ensure that guest needs are addressed efficiently.

The successful candidate will combine strong communication and problem-solving skills with a practical understanding of hotel operations and service quality management. You will also analyse guest feedback, identify opportunities to improve service delivery, and support initiatives that strengthen guest satisfaction and loyalty.

Key Responsibilities1. Guest Relations and Service Experience

• Oversee guest relations activities throughout the guest journey, including arrival, check-in, during the stay, and departure.
• Ensure that guest enquiries, requests, and service issues are handled professionally and within appropriate timeframes.
• Provide personalised assistance to guests while maintaining the hotel's service standards and operating procedures.
• Coordinate special arrangements and service requests according to guest needs and hotel policies.
• Build positive guest relationships and support initiatives that encourage repeat visits and long-term loyalty.

2. Guest Feedback and Complaint Resolution

• Handle escalated guest complaints and coordinate timely, appropriate resolutions.
• Review guest comments, online reviews, survey results, and service feedback to identify recurring concerns.
• Work with relevant departments to investigate service issues and implement corrective actions.
• Maintain records of guest concerns, resolutions, and follow-up activities.
• Identify service recovery opportunities and recommend practical improvements to prevent recurring problems.

3. Front Office and Operational Coordination

• Work closely with front office, reservations, housekeeping, concierge, food and beverage, and other operational teams.
• Coordinate the handling of special requests, room-related concerns, service recovery arrangements, and guest preferences.
• Support effective communication between departments to ensure consistent service delivery.
• Assist in reviewing operational workflows that affect guest convenience and satisfaction.
• Participate in daily briefings and operational meetings to communicate guest priorities and outstanding matters.

4. Service Quality and Standards

• Monitor guest-facing service delivery against established hotel standards and operating procedures.
• Conduct service reviews and identify opportunities to improve responsiveness, consistency, and attention to detail.
• Support the implementation of service improvement initiatives across relevant departments.
• Maintain clear documentation of service issues, improvement actions, and operational observations.
• Ensure guest interactions are conducted professionally and in accordance with company policies.

5. Team Leadership and Staff Development

• Guide and support guest relations personnel and other designated guest-facing team members.
• Assist with staff onboarding, service training, coaching, and performance feedback.
• Communicate service expectations and encourage a guest-focused approach across the team.
• Support manpower planning and shift coordination in line with operational requirements.
• Promote teamwork, accountability, and professional communication during daily operations.

6. Guest Satisfaction Reporting and Analysis

• Monitor guest satisfaction indicators, feedback trends, complaint patterns, and service recovery outcomes.
• Prepare regular reports highlighting guest experience performance and areas requiring attention.
• Work with hotel management to establish appropriate service improvement targets.
• Use guest feedback and operational observations to recommend changes to service procedures.
• Evaluate the effectiveness of implemented improvements and report progress to management.

7. VIP Guest and Special Event Support

• Coordinate guest arrangements for VIP visitors, returning guests, group bookings, and special occasions where applicable.
• Work with reservations and operational teams to ensure relevant guest preferences and arrangements are communicated accurately.
• Support the delivery of personalised service for business travellers, leisure guests, and other customer segments.
• Assist with guest experience planning for hotel events, seasonal activities, or special hospitality programmes.
• Ensure special requests are handled in line with operational capacity, service standards, and company policies.

Requirements

• Diploma or degree in Hospitality Management, Hotel Administration, Tourism Management, Business Administration, or a related discipline.
• Relevant experience in guest relations, front office operations, hotel operations, or customer experience management.
• Strong communication, interpersonal, and problem-solving skills.
• Experience handling guest complaints and resolving service-related issues professionally.
• Good understanding of hotel service standards and guest satisfaction practices.
• Ability to coordinate multiple departments and manage competing operational priorities.
• Strong organisational skills and attention to detail.
• Proficiency in standard office applications; familiarity with hotel property management systems (PMS) would be an advantage.
• Flexibility to support operational requirements, including weekends or public holidays when required by the role.

Preferred Qualifications

• Previous experience in a supervisory or management position within a hotel or hospitality environment.
• Familiarity with guest feedback platforms, customer relationship management systems, or service quality reporting.
• Experience supporting VIP guests, loyalty programmes, group arrivals, or personalised hospitality services.
• Knowledge of service recovery techniques and customer experience improvement methods.
• Additional language skills that support the hotel's guest profile would be advantageous.

What We Offer

• Competitive remuneration based on qualifications and relevant experience.
• Opportunities to contribute to guest experience and service improvement initiatives.
• A collaborative environment involving multiple hotel and hospitality functions.
• Opportunities to develop leadership, guest relations, and operational management skills.
• Professional development opportunities within the hospitality industry.

Pay: $3,500.00 - $4,500.00 per month

Benefits:

• Additional leave
• Dental insurance
• Flexible schedule
• Health insurance
• Vision insurance

Work Location: Hybrid remote in Stamford Road