Guest Experience Manager (Hotel)

An exciting opportunity has arrived at The Garcha Group, Singapore’s boutique hotel group currently with the following hotels:

- Maxwell Reserve, Autograph Collection Hotel (Marriott);

- The Vagabond Club, a Tribute Portfolio Hotel (Marriott);

- The Serangoon Club, a Tribute Portfolio Hotel (Marriott).

Restaurants & Bars:

· Shikar, Isabel Brasserie, Polo Bar Steakhouse & Cultivate (Maxwell Reserve)

· Whiskey Library & Jazz Club (The Vagabond Club)

· GupShup (The Serangoon House)

Garcha Group Benefits:

- As an associate of a Marriott hotel, you, your parents or parents-in-laws, children, spouse/domestic partner and siblings are eligible for discounts on F&B and room rates in 7,000+ hotels world-wide.

- As an associate of a Marriott hotel, you have access to the “Global Learning + Development” tool which creates for you personalized learning experiences designed to help you thrive in their Marriott career journey. (see attached for full Marriott benefits)

- 2 nights yearly staycation in any of the 4 Garcha Group hotels in Singapore.

- 20% off Food/Alcohol Bill at all Garcha Group restaurants and bars

Responsibilities include but are not limited to:

• As the Guest Experience Manager, you will be responsible for performing the following duties to the highest standards:
• Serve as a brand ambassador for the hotel, creating a positive first impression and delivering exceptional guest experiences.
• Create memorable "WOW" experiences by consistently exceeding guest expectations and upholding the hotel's service and brand standards.
• Proactively welcome and greet guests upon arrival, provide directions, escort guests when necessary, and offer accurate information on hotel facilities, operating hours, promotions, and events.
• Serve as the main point of contact for VIP guests, ensuring all relevant departments are informed of their arrival, preferences, and special requirements.
• Drive departmental objectives and work collaboratively with the team to achieve established goals and Key Performance Indicators (KPIs).
• Coordinate room assignments based on guest preferences and requirements, ensuring appropriate room allocation and preparation of electronic room keys.
• Facilitate personalized in-room check-ins for VIP guests, including verification of room rates, reservation details, and payment guarantees.
• Ensure guests are informed of hotel facilities, room features, and available services, while coordinating prompt luggage delivery.
• Manage guest queues at the Front Desk and assist with arrivals, departures, and express check-outs when required.
• Handle guest inquiries and special requests promptly, coordinating with relevant departments to ensure timely resolution.
• Respond professionally to telephone inquiries, record guest messages, and communicate important information to relevant team members.
• Assist guests with messages, mail, packages, and other special requests while maintaining confidentiality and service standards.
• Remain calm and professional during emergencies and high-activity periods, ensuring compliance with hotel safety, emergency response, and fire prevention procedures.
• Handle guest complaints promptly and effectively, taking appropriate service recovery actions and escalating matters to the relevant manager when necessary.
• Maintain updated guest profiles, preferences, and special requirements to deliver personalized service during each stay.
• Coordinate with relevant departments to arrange VIP amenities, special occasion setups, and personalized guest experiences for birthdays, honeymoons, and other celebrations.
• Attend daily briefings, shift handovers, and departmental meetings, ensuring familiarity with operational updates and guest requirements.
• Maintain comprehensive knowledge of hotel facilities, local attractions, dining establishments, and places of interest to provide accurate recommendations to guests.
• Promote room upgrades and upselling opportunities to maximize room revenue while enhancing the guest experience.
• Ensure all operational reports, guest requests, and service-related tasks are completed accurately and within established deadlines.
• Perform any other duties or tasks as assigned by management.