Guest Experience Manager – Luxury Hotel

About the role

The Guest Experience Manager leads and enhances the overall guest journey at NoMad Singapore, ensuring exceptional and personalised service at every touchpoint. This role acts as a brand ambassador, driving guest satisfaction, loyalty and memorable experiences across the hotel.

Key responsibilities

• Lead the execution of guest experience initiatives that boost satisfaction, loyalty and brand advocacy.
• Oversee arrival, stay and departure experiences for VIP, repeat and long‑stay guests.
• Implement personalised guest recognition programmes across all departments.
• Monitor guest feedback and service standards to identify continuous‑improvement opportunities.
• Maintain direct engagement with VIP and high‑profile guests, coordinating personalised amenities and special requests.
• Maintain accurate guest preference records and oversee bespoke experiences for special occasions.
• Manage guest concerns, complaints and service‑recovery cases with professionalism and urgency.
• Analyse guest feedback trends and recommend service enhancements.
• Lead, coach and develop the Guest Experience team, delivering training on luxury service delivery and service recovery.
• Maintain a visible presence in guest‑facing areas during peak arrival and departure periods.

Required profile

Required skills