Guest Experience Manager
About the company
PARKROYAL COLLECTION Pickering, Singapore is seeking a Guest Experience Manager to create personalised, seamless stays for VIP and Collection Club Lounge guests. As a key ambassador for the hotel, the Guest Experience Manager anticipates guest needs, delivers butler-style service in person and follows through on every guest commitment from pre-arrival to departure.
Your tasks
The role works closely with Housekeeping, Food & Beverage, Concierge, Front Office, Engineering and Sales & Marketing and reports to the Front Office Manager and the Director of Sales.
- Guest profiles: Own and maintain VIP guest profiles in Opera Cloud. Verify and update guest preferences before arrival, and protect guest information in line with hotel confidentiality and data-protection requirements.
- VIP arrival, in-stay and departure: Plan and deliver warm, personalised welcomes, room orientations and farewells. Coordinate transport and luggage assistance and make sure all guest requests are closed or handed over.
- Butler service: Be a discreet, trusted point of contact for VIP guests. Provide room preparation, garment-care and pressing/laundry coordination and packing or unpacking assistance where requested and permitted. Coordinate requests across departments and see them through to completion.
- Food & Beverage: Apply sound F&B service knowledge across in-room dining, lounge dining, restaurant reservations and special-occasion arrangements. Communicate dietary requirements and allergies accurately to the kitchen and Food & Beverage team and follow up on dining feedback and service recovery.
- Collection Club Lounge: Support a polished, attentive and consistent lounge experience. Work with the Club lounge and Food & Beverage team on guest preferences, requests and feedback.
- Room standards: Inspect rooms for assigned VIP arrivals with Housekeeping. Check presentation, amenities and in-room systems and make sure any issues are fixed and re-checked before the guest arrives.
- Lobby presence and service recovery: Engage guests in guest-facing areas and assist with wayfinding, luggage and transport. Handle concerns with ownership, coordinate service recovery and record significant incidents and actions.
- Sales & Marketing partnership: Review VIP information in the daily pre-shift briefing, deliver on service and upgrade commitments made to corporate accounts and event organisers and give structured post-stay feedback to the Sales & Marketing team.
Requirements
- Diploma or Degree in Hospitality Management or a related discipline
- At least 5 years of experience in luxury hospitality, including at least 2 years in a supervisory or managerial role
- Hands-on experience in butler service, VIP guest relations or a comparable personalised luxury service role. You should be able to describe the butler duties you have personally performed.
- Practical F&B service experience, preferably in a luxury hotel, fine-dining restaurant, executive lounge, private dining or in-room dining
- Strong exposure to Front Office operations, guest relations and VIP handling across departments
- Ability to manage hotel operations independently during shifts
- Familiarity with Opera PMS or similar systems
- Strong problem-solving, decision-making and conflict-resolution skills
- Excellent interpersonal and communication skills with good English proficiency
- Discreet, detail-oriented and service-minded, with strong team leadership and adaptability in a fast-paced luxury environment