We are seeking a dynamic and service-driven Guest Experience Manager to curate and deliver exceptional, personalised experiences for VIPs, loyalty members and corporate guests.

This role plays a key part in elevating guest satisfaction through proactive engagement, detailed pre-arrival planning and seamless execution of butler-style services. You will serve as the primary liaison for high-value guests, ensuring consistency, recognition and excellence across all touchpoints.

Key Responsibilities

1. VIP Guest Experience Management

Serve as the main point of contact for VIPs, repeat and high-value guests.

Manage end-to-end guest journey including pre-arrival planning, room allocation and in-room setups.

Personally welcome VIP guests when required and ensure discreet, personalised service.

Maintain and update guest preferences and profiles.

2. Loyalty Programme

Drive engagement and recognition across all loyalty tiers.

Ensure accurate delivery of member benefits and entitlements.

Handle escalations and resolve discrepancies professionally.

Support enrolment and programme awareness initiatives.

3. Corporate & Butler Service Delivery

Oversee butler-style services for corporate and long-stay guests.

Coordinate itineraries, transport and special arrangements.

Act as a point of contact to ensure seamless guest experiences.

Collaborate with Sales and Catering Sales teams to support corporate guest needs.

4. Guest Personalisation & Experience Planning

Identify VIP arrivals, special occasions, and returning guests.

Curate bespoke experiences including celebrations and amenities.

Leverage guest data to enhance personalisation.

5. Cross-Department Coordination

Work closely with Front Office, Housekeeping and F&B Service as well as Culinary teams.

Ensure all guest requests are executed accurately and promptly.

6. Service Recovery & Quality Assurance

Handle guest concerns with urgency and professionalism.

Lead personalised service recovery efforts.

Ensure alignment with brand standards and luxury service benchmarks.

7. Operational Leadership (Duty Manager Role)

Act as the manager on duty for Front Office during shifts

Manage incidents, guest issues and emergency situations.

Ensure compliance with safety and security procedures.

Job Requirements:

Minimum 5–7 years in luxury hospitality with at least 2–3 years in a supervisory/managerial role.

Strong background in Front Office, Guest Relations or Butler Service.

Minimum Diploma in Hospitality Management or related field.

Strong interpersonal and communication skills

Excellent problem-solving and decision-making abilities

Guest-centric mindset with attention to detail

Ability to manage operations independently during shifts

Familiarity with Opera PMS or equivalent systems

Ability to work on rotating shifts including night shift, weekends and public holidays.