Job Description

The Guest Experience Manager is responsible for leading the overall operation of the Executive Club Lounge by ensuring the team provides excellent guest experience and services throughout guest stay. He/she will supervise and is responsiblr for the day-to-day operations of the Executive Club Lounge. He/she will also be the centre of all communication and follow up of any incident during a guest stay.

Primary Responsibilities

Manages the guest journey from pre-arrival to post-departure

• Manages the Pullman Singapore Orchard guest experience

• Maintains close relationship with all the guests, especially Executive Club guests, VIPs

• Ensure effective management of the club\xe2\x80\x99s finances, administration and inventory of stocks and equipment to meet operational requirement; monitor monthly Food and Beverage cost and Profit and Loss

• Ensure the ambience, cleanliness and exclusivity at the lounge is always maintained; maintain all equipment and furniture

• Conducts detail check of all service periods

• Manage duty roster, ensuring adequate staff coverage

• Works with all departments to ensure seamless service

• Checks on guest experience throughout their stay

• Follow up on guests\xe2\x80\x99 feedback

• Ensures all guests complaints are resolved before departure and where required, to follow up after departure

• Encourages guests to post on all social media such as TripAdvisor, Instagram etc and reply to feedback accordingly

• Respond to emergency situations using appropriate procedures
  

• Train, guide, coach and develop the team to handle day-to-day duties/tasks more efficiently

• Supervises and manages employees. Manages all day-to-day operations

• Understands employee positions well enough to perform duties in employees\' absence

• Monitoring TrustYou Survey scores, replying to the feedback, updating the profile and informing the team of the

• Perform other duties as assigned

• Ensures grooming and attire of staff and makes recommendations for immediate rectification of any deficiencies.

• Keeps the guest experience team focused on the critical components of operations to drive guest satisfaction.

• Ensures guest experience team effectively handles guest requests and adheres to all hotel policies, procedures and standards while striving towards total guest satisfaction.