OVERVIEW
OF ROLE
the overall guest journey, ensuring exceptional and personalised service
is delivered at every touchpoint. This role oversees VIP guest experiences,
guest relations initiatives, service recovery efforts and loyalty engagement
programmes while supporting Front Office operations.
• Minimum 3–5 years
of experience in Guest Relations, Front Office, Guest Experience or Luxury
Hospitality operations.
Previous supervisory or management experience in a luxury hotel environment
preferred.
• Strong
understanding of luxury guest service standards and personalised
hospitality.
• Excellent
communication, relationship-building and problem-solving
skills.
• Experience managing
guest feedback, service recovery and loyalty initiatives.
• Professional
presentation, emotional intelligence and attention
to detail.
• Excellent verbal and written
communication skills in English.
• Minimum 3–5 years
of experience in Guest Relations, Front Office, Guest Experience or Luxury
Hospitality operations.
Previous supervisory or management experience in a luxury hotel environment
preferred.
• Strong
understanding of luxury guest service standards and personalised
hospitality.
• Excellent
communication, relationship-building and problem-solving
skills.
• Experience managing
guest feedback, service recovery and loyalty initiatives.
• Professional
presentation, emotional intelligence and attention
to detail.
• Excellent verbal and written
communication skills in English.
• Minimum 3–5 years
of experience in Guest Relations, Front Office, Guest Experience or Luxury
Hospitality operations.
Previous supervisory or management experience in a luxury hotel environment
preferred.
• Strong
understanding of luxury guest service standards and personalised
hospitality.
• Excellent
communication, relationship-building and problem-solving
skills.
• Experience managing
guest feedback, service recovery and loyalty initiatives.
• Professional
presentation, emotional intelligence and attention
to detail.
• Excellent verbal and written
communication skills in English.
• Oversee
the arrival, stay and departure experience of VIP, repeat and long-stay
guests.
• Ensure personalised
guest recognition programmes are effectively implemented across all
departments.
• Monitor guest
feedback and service standards to identify opportunities for continuous
improvement.
• Champion
a guest-centric culture throughout the hotel.
Maintain direct engagement with VIP, high-profile and long-stay guests to ensure
a seamless and memorable experience.
• Establish strong
relationships with returning guests and maintain detailed guest preference
records.
• Ensure all guest
profiles, histories and preferences are accurately maintained within hotel
systems.
• Oversee special
occasions, celebrations and bespoke guest experiences.
Manage guest concerns, complaints and service recovery cases
with professionalism and urgency.
TEAM
LEADERSHIP & DEVELOPMENT
• Foster a positive,
collaborative and high-performing team culture.
Provide regular feedback and recognition to team members.
Maintain a visible presence within guest-facing areas, particularly during peak
arrival and departure periods.
Ensure the lobby experience reflects the warmth, sophistication and service
philosophy of NoMad Singapore.
Collaborate with operational teams to ensure guest-facing environments
are consistently maintained to the highest standards.
Work closely with Front Office, Housekeeping, Food & Beverage, Sales &
Marketing and other departments to ensure seamless guest
experiences.
• Attend operational
meetings and provide updates on guest feedback, VIP arrivals and service
initiatives.
• Support hotel-wide
projects that contribute to guest satisfaction and brand
enhancement.
• Ensure effective
communication of guest preferences and operational requirements across
departments.
OPERATIONAL
STANDARDS & COMPLIANCE
• Maintain
confidentiality and professionalism when handling guest
information.
• Prepare reports
on guest satisfaction metrics, service recovery cases and guest engagement
initiatives.
• Assist in budget
planning and resource management related to guest experience
programmes.
• Carry out any other
duties and responsibilities reasonably assigned
by management.
Lead by example and consistently demonstrate exceptional
hospitality.
• Maintain a strong
presence in guest-facing areas and build meaningful guest
relationships.
Demonstrate excellent leadership, coaching and interpersonal
skills.
• Remain calm,
confident and solution-oriented under pressure.
