Guest Experience Manager

Job Description

We invite you to join the world of luxury hospitality at Raffles The Palm as we are currently looking for a Guest Experience Manager. Reporting to Hotel Manager, this role leads the Guest Relations and Butlers Teams and is responsible for enhancing the overall guest journey, from pre-arrival through post-departure, by elevating service standards, delivering personalized experiences, and ensuring high levels of guest satisfaction. The role focuses on creating seamless and memorable guest interactions, fostering loyalty, and building a strong emotional connection with the brand while ensuring alignment with company standards and objectives.

At Raffles, the Guest Experience Manager plays a vital role in delivering exceptional and personalized experiences that reflect the elegance, warmth, and service excellence that define the Raffles brand. This position requires a guest-focused, proactive, and inspiring leader with strong interpersonal skills, attention to detail, and a passion for luxury hospitality. Through effective leadership of the Guest Relations and Butlers Teams, collaboration with other departments, and a commitment to anticipating and exceeding guest expectations, the Guest Experience Manager will contribute to enhancing guest satisfaction, strengthening guest loyalty, and upholding the exceptional standards of Raffles The Palm.

KEY ROLES & RESPONSIBILITIES

1. Guest Engagement:

• Serve as the primary point of contact for VIPs and regular guests, ensuring their needs and expectations are exceeded.
• Actively engage with guests throughout the property, offering assistance, gathering feedback, and creating personalized experiences.
  • Actioning any of the feedback received, record glitches and ensure full closure.
  • Alert senior management
• Anticipate guest needs by utilizing guest history and preferences to deliver tailored service.

2. Leadership and Presence:

• Lead by example, demonstrating a professional and approachable demeanour at all times.
• Be visible during peak times, in the lobby, F&B outlets, Raffles Club, Recreation areas, at events, and any other key operational areas determined my management to enhance guest interaction.
• Internalise and embody the Raffles brand personality in every interaction: Charming, Graceful, Thoughtful, and Welcoming.
• Consistently execute the Top 5 Service Excellence pillars in every guest encounter: Look, Smile, Talk, Listen, and Thank.
• Mentor and inspire the Guest Relations and Butlers team to embody the hotel’s standards and values.
• Liaises closely with Concierge and Raffles Club for Hotel events, special VIP requests or preparations
• Supervise the Guest Relations Supervisor/Officers and prepares the weekly duty rosters.
• Champion the 'We Are All Butlers' philosophy as a hotel-wide mindset; in partnership with the Hotel Manager and across all departmental leadership.

3. Memorable Experiences:

• Develop and implement unique guest touchpoints and personalized moments that leave lasting impressions.
• Collaborate with other departments to curate bespoke experiences that align with the property’s brand.
• Checks all VIP rooms prior to arrival and ensures that the correct standard (allocations, amenities and special requests) is maintained.
• repeat guests, high paying guests, high profile guests and other VIP’s receive special recognition and service.

4. Innovation and Change Management:

• Proactively identify areas for improvement, propose innovative solutions, and lead the implementation of changes.

5. Operational Excellence:

• Oversee the smooth operation of the Guest Relations and Butlers team, ensuring efficiency and alignment with the property’s standards.
• Manage guest feedback, resolving concerns promptly and effectively while ensuring long-term satisfaction.
• Monitor key performance indicators (KPIs) related to guest satisfaction and loyalty.
• Ensures lobby presence at all times
• Keeps the immediate manager fully informed of all problems or unusual matters of significance.
• Maintains Transparent and open line of communication, coordination and feedback with related departments to ensure customer requests and complaints are handled effectively and efficiently
• Work closely with the Butler Team to maximize the potential of both department’s
• Hold mastery-level knowledge of all Butler Service SOPs to ensure they are understood and to evolve them.
• Stay fully current on Raffles Brand Standards, LQA criteria and the global benchmarks that define ultra-luxury hospitality.

6. Brand Ambassador:

• Build strong relationships with repeat guests, influencers, and partners to foster advocacy for the hotel.
• Protect the integrity of the butler role, ensuring the team remains focused on the guest journey and free from dilution by tasks that belong to other departments.

7. Additional Responsibilities:

• Performs related duties and special projects assigned by Senior Management.

Qualifications

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field preferred.
• Minimum of 5 years in a guest-facing leadership role within luxury hospitality.
• Experience in multicultural environments and working with high-profile clients.

WORK ENVIRONMENT:

• High visibility and engagement in guest-facing areas.
• Flexibility to work evenings, weekends, and holidays as required by the operation.

SKILLS AND ATTRIBUTES:

• Exceptional interpersonal and communication skills.
• Proactive, resourceful, and solutions-driven.
• Commercial awareness and self-starter.
• Able to exercise good judgment with challenging guests
• Strong leadership capabilities with the ability to inspire and motivate a team.
• Detail-oriented with a passion for creating unique guest experiences.
• Open-minded and adaptable to change, with a forward-thinking mindset.
• Experience working in an ultra-luxury environment is a must.
• Neat, polished appearance. Articulate. A commanding yet warm and approachable presence.
• Strong written and verbal communications in English; additional languages are a plus

AND ABOVE ALL

• Embrace the Raffles brand promise and luxury in your role and in all your interactions.
• Foster an inclusive environment where every individual feels valued and respected
• Create an environment where colleagues are empowered, supported and recognized

Additional Information

Additional Information

Employee Benefits:  Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties, special dining and wellness discounts, and added luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits.

Our Values

Respect:
We value the needs, ideas and individuality of others. We treat everyone with fairness and dignity. 

Excellence:
We make genuine connections, and we cherish every opportunity to make the people around us feel special.​

Belonging:
We celebrate our differences. We support each other and we always stand together.​

Empowerment:
We have authority to take initiative and anticipate moments that create unforgettable experiences. ​

Integrity:
We build trust through mutual respect and being authentic.​

Diversity & Inclusion

Raffles is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.

At Raffles, we want to bring out your highest potential. Shortly after applying, you will receive an email from our partner AssessFirst prompting you to create a profile and complete a questionnaire. This is a mandatory step for your candidacy to be considered as it enables us to explore your compatibility with this role and our culture of luxury excellence.