Guest Experience Manager

Role overview

Guest engagement and leadership

• Serves as the primary contact for VIPs and regular guests and engages with guests across the property.
• Uses guest history and preferences to anticipate needs and personalize service; records feedback and glitches, ensures closure, and alerts senior management as needed.
• Maintains a visible presence in the lobby, dining outlets, Raffles Club, recreation areas, events, and other key operational areas.
• Mentors the Guest Relations and Butlers teams, supervises Guest Relations staff, and prepares weekly duty rosters.
• Coordinates with Concierge, Raffles Club, and other departments on events, VIP requests, and guest preparations.
• Champions the 'We Are All Butlers' philosophy and consistently models the hotel's service standards.

Guest experience and operations

• Develops distinctive guest touchpoints and collaborates across departments on bespoke experiences.
• Checks VIP rooms before arrival, including allocations, amenities, and special requests; ensures special recognition for repeat, high-paying, and high-profile guests.
• Identifies improvement opportunities and leads implementation of innovative changes.
• Oversees team operations, resolves guest concerns, monitors satisfaction and loyalty KPIs, and coordinates effective handling of requests and complaints.
• Maintains mastery of Butler Service SOPs and stays current on Raffles brand standards, LQA criteria, and luxury hospitality benchmarks.
• Builds relationships with repeat guests, influencers, and partners, protects the Butler role's focus on the guest journey, and completes assigned projects.

Qualifications and skills

• At least 5 years in a guest-facing leadership role within luxury hospitality.
• Experience in multicultural environments and with high-profile clients; ultra-luxury experience is required.
• A bachelor's degree in Hospitality Management, Business Administration, or a related field is preferred.
• Requires strong interpersonal, communication, leadership, judgment, and detail-orientation skills.
• Strong written and verbal English communication is required; additional languages are a plus.

Work environment

• The role has high visibility and engagement in guest-facing areas.
• Must be flexible to work evenings, weekends, and holidays as required by operations.

Employee benefits

• Colleague perks include complimentary upgrades, extended stays, discounted stays across Fairmont and Raffles properties, and dining and wellness discounts.

About Raffles The Palm

Application process

• Candidates are asked to complete a profile and questionnaire through AssessFirst after applying; the source states this step is mandatory for candidacy consideration.