Manager, Guest Experience & Reservations

About the role

The Manager, Guest Experience & Reservations supports the resort operation as Manager on Duty, driving Owner and Guest Relations and analysing key metrics to improve overall guest satisfaction. The role sits in Rooms & Guest Services Operations at the Singapore EDITION (38 Cuscaden Road) and is full time.

Key responsibilities

• Manage the Guest Relations function, partnering with the GM, leadership team and managers to resolve guest issues while guests are still in-house, and follow up with concerned guests and write response letters.
• Perform daily resort inspections of common areas, amenities, outlets and guest units, document conditions and share them with leadership.
• Monitor daily guest feedback, survey data, correspondence and direct interactions, communicate trends to resort leaders and develop action plans to reduce guest issues.
• Coordinate Manager on Duty coverage for the entire week and review staffing levels to balance guest service, operations and financial objectives.
• Review guest compensation awards to mitigate financial exposure to the COA and the organization.
• Coach staff, set performance standards, supervise selected employees, assist with hiring and run training such as Service Excellence, ADA and New Hire Orientation.
• Develop and manage the resort's pre-arrival call and pre-arrival processes, and carry out special projects assigned by the GM or Director of Operations.

Required profile

• High school diploma or GED, with 1 year of guest services, front desk or related experience.
• OR a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or a related major.