Guest Experience Manager

At InterContinental Hotels & Resorts® we want our guests to feel special, cosmopolitan and In the Know which means we need you to: · **Be charming** by being approachable, having confidence and showing respect. · **Stay in the moment** by understanding and anticipating guests' needs, being attentive and taking ownership of getting things done. · **Make it memorable** by being knowledgeable, sharing stories and showing your style to create moments that make people feel special. Your Duties and Responsibilities GUEST EXPERIENCE + Lead and develop the Guest Experience Team to deliver personalized and memorable guest experiences. + Oversee the Instant Service Centre to ensure all guest requests, inquiries and service recovery cases are handled efficiently and professionally. + Review daily arrivals and ensure all IHG One Rewards Elite Members receive appropriate recognition, benefits, amenities and personalized experiences. + Manage and coordinate all assigned VIP guests, ensuring room preparation, amenities, preferences and special arrangements are executed flawlessly. + Personally welcome Elite Members, VIPs, repeat guests and other designated guests as required. + Drive the hotel's Loyalty Recognition Program and ensure compliance with IHG standards and brand expectations. + Lead the Return Guest Program by identifying repeat guests, maintaining guest preference profiles and developing initiatives to increase guest retention and loyalty. + Monitor guest feedback through Medallia, online reviews and direct guest interactions, ensuring timely follow-up and resolution. + Lead service recovery efforts for Elite Members, VIPs and guests requiring special attention, ensuring issues are resolved promptly and professionally. + Analyze guest satisfaction trends, loyalty recognition performance and return guest metrics, recommending improvements to enhance the overall guest experience. + Prepare weekly and monthly Guest Experience reports highlighting guest satisfaction, loyalty recognition, service recovery performance and return guest trends. + Collaborate with operational departments to ensure guest preferences, special requests and recognition opportunities are executed consistently. + Drive Guest Love, Loyalty Recognition and Guest Satisfaction targets through coaching, training and continuous improvement initiatives. + Act as the hotel's ambassador for guest experience excellence, promoting a culture of personalization, recognition and service excellence across all departments. + Establish strong relationships with returning guests and maintain detailed guest preference records. + Maintain direct engagement with VIP, high-profile and long-stay guests to ensure a seamless and memorable experience. + Oversee special occasions, celebrations and bespoke guest experiences. + Lead, coach and develop the Guest Experience team to deliver exceptional service standards. + Monitor guest satisfaction scores, online reviews and feedback channels. + Analyse guest feedback trends and recommend service enhancements. + Collaborate with department heads to address recurring guest concerns and improve operational performance. ACCOUNTABILITY This position is responsible for managing the Guest Experience team and Instant Service, ensuring exceptional service delivery to IHG One Rewards Elite Members and Ambassadors, assigned VIP guests and returning guests. · Guest Experience performance · Elite Member/Ambassador recognition compliance · VIP guest satisfaction · Return Guest and Long Stay Program effectiveness · Service recovery success · Instant Service response efficiency · Loyalty guest engagement · Guest Love and satisfaction metrics · Online reputation and guest feedback management QUALIFICATIONS AND REQUIREMENTS Bachelor's degree / higher education qualification / equivalent in Hotel Management/Business Administration, plus 2 years of Front Office/Guest Service experience including management experience. He/ She have to be able to speak fluent English. Other languages preferred. This job requires ability to perform the following: · Communication skills for interaction with others; demonstrated ability to interact with customers, employees and colleagues, reflecting highly on the hotel, brand and IHG. · Good writing skills and a creative thinker · Proficient in the use of relevant technology, Microsoft office and Fidelio operating systems. · Problem solving, reasoning, motivating, organizational and training abilities · Strong leadership skills in managing team and a decision maker · Basic Financial and analytical skills · Ability to manage complex relationships in the work environment · Ability to cope with pressure at work · Ability to travel to attend workshops, specialized training and/or certifications, etc. · May be required to work nights, weekends, and/or holidays. · Matters pertaining to guest satisfaction and recovery of service · Department budget and expenses · Relevant matters pertaining to departmental operations **WHAT WE OFFER** At InterContinental® Singapore Robertson Quay, we are committed to providing a supportive and enriching work environment for our employees. In addition to a competitive salary, we offer a range of benefits, including: + Opportunities for career development and progression + Comprehensive health and wellness benefits + Discounts on hotel stays and dining experiences + Collaborative and inclusive company culture **HOW DO I DELIVER THIS** We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It's what connects every colleague in all IHG® hotels. Each IHG® hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills. + **True Attitude** : being caring, wanting to make positive difference, and building genuine connections with guest + **True Confidence** : having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay + **True Listening** : focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs + **True Responsiveness** : is about providing guests with what they need, and doing so in a timely and caring manner There's so much more to the job than we can capture here. It's simply about creating great experiences, doing the right thing and understanding people. **WHAT WE OFFER** We'll reward your hard work with a competitive salary and a comprehensive benefits package - including generous room and dining discounts, exceptional training opportunities and a strong support for your ongoing career development Join us and you'll become part of the global IHG family - and like all families, all our individual team members share some winning characteristics. As a team, we work better together - we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care: that you notice the little things that make a difference to guests as well as always looking for ways to improve - visit www.http://careers.ihg.com to find out more about us. IHG is an equal opportunity employer: Minorities / Females / Disabled / Veterans. Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today. At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.