Guest Experience Manager

Exceptional Hospitality Starts with You

Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! You will oversee the daily operations of the front office and guest services teams, ensuring that all guests receive outstanding service. You will manage VIP guests check-in and check-out processes, resolve guest concerns, and lead a team of guest experience representatives to meet the hotel’s service standards. As a Guest Experience Manager, you’re not just overseeing daily Executive Floor operations – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

What It Takes to Make the Stay

At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:

A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.

In addition, this role requires the following minimum qualifications:

• Good communication and interpersonal skills.

• Relevant supervisory or managerial experience in Front Office, Guest Relations, Executive Lounge or a comparable guest-facing hotel environment.

• Good working knowledge of Front Office operations, VIP and guest handling, room assignments, guest profiles and service recovery.

• Ability to handle guest feedback and complaints professionally, with sound judgement in service recovery situations.

• Ability to plan, prioritise and organise departmental work, including staffing, scheduling and resource allocation.

• Working knowledge of budgeting and expense control, with the ability to monitor departmental spend against approved budgets.

• Ability to lead, train and develop a team, and to guide Team Members to consistently meet brand service standards.

• Ability to coordinate effectively across departments, including Front Office, Housekeeping, Sales and the wider Rooms Division.

• Good attention to detail and ability to maintain accurate guest records and preferences.

• Proficiency in English required for guest communication and coordination with hotel departments; proficiency in additional languages is an advantage where it supports service to specific guest segments.

• A qualification in Hotel Management, Hospitality or a related field is an advantage.

• Professional presentation and grooming standards consistent with hotel service requirements.

• Ability to work under pressure and adapt to a range of operational situations.

• Willingness to work shifts, weekends and public holidays according to operational requirements.

How We’ll Help You Thrive

At Hilton, the hospitality we’re known for doesn’t end with our guests. We proudly invest in our Team Members’ wellbeing, supporting you through all of life’s moments. When you join Hilton, our exceptional care extends to you with unmatched perks and benefits, including*:

Incredible travel perks – Enjoy 110 nights of deeply discounted travel, with room rates as low as $40 USD/night at our world-class hotels through our Go Hilton travel program

Health & welfare benefits – From checkups to dental cleanings to new glasses, we offer a variety of health plans that keep you covered

*Benefits availability may vary depending on Team Member’s location as well as terms and conditions of employment and are subject to the terms and conditions of each specific program/plan.

Here’s what you’ll do during a typical day:

• Manage the performance of the Guest Experience team.
• Be responsible for hiring, training and developing the Guest Experience team.
• Appraise and encourage the development of Guest Experience team members on a regular basis.
• Manage the scheduling of team members in accordance with approved staffing levels.
• Deliver the highest quality and brand service standards to consistently meet and exceed guest expectations.
• Handle guest enquiries and complaints promptly, professionally and efficiently, ensuring proper follow-up and service recovery.
• Maintain and enhance recognition programmes for guests with special occasions and Executive Floor guests.
• Check arrival reports in advance and serve as the main point of contact for VIP guests, ensuring all hotel departments are briefed on guest preferences and requirements ahead of arrival.
• Ensure guest amenities and allocations are placed in advance of VIP and Executive Floor arrivals.
• Maintain guest profiles and special preferences to support personalised service for future stays.
• Encourage internal and external collaboration to support memorable guest experiences.
• Ensure all guest supplies and amenities are offered and replenished to the required standards.
• Manage special room assignments and suite occupancies.
• Ensure operating equipment in the Lounge is maintained to the highest working order.
• Manage a team that stays current with hotel services, VIP requests and special events, and demonstrates knowledge of external locations, attractions and landmarks in the vicinity.
• Ensure the team projects a professional manner with an emphasis on hospitality and guest service at all times.
• Ensure the team complies with hotel security, fire regulations and all health and safety legislation.
• Leverage technology and systems such as Kipsu, Stay Experience Platform and Synergy to proactively meet guest needs and drive continuous improvement.
• Assist in the planning and development of departmental goals, and service standards in line with brand requirements.
• Support the preparation of the Guest Experience department's annual budget, including forecasting staffing, amenity and operating equipment needs.
• Monitor and control departmental expenses against budget, identifying variances and implementing corrective action where required.
• Review and manage costs relating to guest amenities, recovery gestures and Lounge operating supplies to ensure spend remains within approved limits.
• Provide input into departmental policies, procedures and standard operating practices, and support their implementation across the team.
• Undertake executive tasks as directed by the Director of Front Of House.
• Serve your role and team in an environmentally conscious manner.
• Perform any other reasonable duties assigned by Management.
• Management reserves the right to make changes to this job description if necessary.

Salary: S$4,200 - S$4,800