Director of Guest Experience

Job Description

PURPOSE OF POSITION

As the Director of Guest Experience, you will be responsible for shaping and overseeing the entire guest journey, ensuring each interaction is seamless, intuitive, and emotionally engaging. Leading the Guest Relations and Raffles Club teams, you will manage guest expectations with expertise, resolve concerns promptly, and collaborate across departments to deliver the highest standards of luxury service

KEY ROLES & RESPONSIBILITIES

Guest Satisfaction & Service Excellence:

• Act as a Raffles Curator, embodying the brand's legacy through storytelling, thoughtful gestures, and meaningful guest connections
• Lead, coach, and inspire the Guest Relations and Raffles Club teams to consistently deliver discreet, intuitive, and personalized service tailored to individual guest preferences
• Ensure that every aspect of the guest journey from pre-arrival to departure is seamless, emotionally engaging, and aligned with the highest standards (LQA criteria)
• Design and implement strategies to tailor bespoke experiences for guests, from personalized welcome amenities to special arrangements and unique moments
• Maintain an active presence in the lobby, guest areas, and Raffles Club to personally connect with guests and offer support
• Monitor GSS and feedback from all channels on Trust You (guest surveys, online reviews, in-person feedback), using insights to drive continuous improvement
• Take full ownership of service recovery, transforming challenges into loyalty-building opportunities through prompt and empathetic resolution
• Elevate guest recognition programs, ensuring repeat guests feel genuinely remembered, deeply valued
• Review arrival lists to ensure VIP room allocations, amenities, and special requests are handled properly
• Ensures that special requests and alerts or traces to respective department is being addressed in a timely manner
• Prepare and ensure timely placement of welcome letters and amenities for guests in coordination with the Butler team
• Promote hotel facilities and services, encouraging inter-hotel sales and enhancing the overall guest experience
• Liaise with Culinary, Housekeeping, F&B, Engineering, and Concierge to coordinate VIP arrangements and bespoke services
• Participate in regular team briefing & meetings to ensure smooth communication and operations across departments
• Review and refine in-room guest experience standards, ensuring personalization, attention to detail, and consistency across touchpoints
• Work closely with other department heads in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests
• Pre- research guests’ profiles, status and required information in order to personalize their stay & reach out to sister properties where relevant
• Conduct regular inspections of arrival rooms and suites to ensure they meet the highest standards of comfort, cleanliness, and service readiness
• Ensures that guest’s preference and relevant information are updated in Opera

Raffles Club

• Ensure that food & beverage presentation, service rituals, and guest interaction reflect refined hospitality
• Personally engage with Raffles Club guests, gather feedback, and build emotional connection to enhance brand loyalty
• Collaborate with Culinary and F&B teams to enhance the Raffles Club offerings and elevate the overall experience

Leadership & Talent Development

• Prepare induction programs for new team members to ensure smooth onboarding
• Foster a culture of emotional intelligence, storytelling, and attention to detail across Guest Experience functions
• Conduct regular training, performance evaluations, and coaching to uphold service excellence
• Promote internal recognition and celebrate service excellence to enhance morale and engagement
• Conduct regular performance reviews, development conversations, and succession planning for the department

Operations, Financials & Compliance

• Work closely with the Director of Rooms to prepare and manage the department’s annual budget, aligning service delivery with financial goals
• Monitor operating expenses and labor costs, ensuring efficiency without compromising service standards
• Uphold all hotel policies related to credit, security, health and safety, and emergency procedures
• Drive service innovations and participate in strategic planning for the Rooms Division and overall guest experience
• Ensure compliance with brand standards and audit requirements, proactively addressing gaps and opportunities
• Perform additional duties and special projects as assigned to improve guest experience and service quality

Qualifications

PERSONAL ATTRIBUTES

• Inspiring leader with excellent emotional intelligence and communication skills
• Strong operational acumen and attention to detail
• High level of discretion and integrity in handling VIP and sensitive guest matters
• Calm and confident in high-pressure, guest-facing situations
• Sophisticated understanding of luxury guest expectations

QUALIFICATIONS

• Degree from School for Tourism & Hotel Management

EXPERIENCE

• Minimum 7 years’ relevant experience with at least 3 years in a managerial role