Executive, Guest Experience

Responsibilities:

• Perform the role of Department Duty Manager, acting as the main point of contact to support communication and decision-making for the Guest Experience team during daily operations and ad-hoc special events.
  
  
• Provide leadership and direction through coaching, counselling, and conducting performance reviews to guide team development and maintain service standards.
  
  
• Promote and maintain a safe, inclusive, and cohesive working environment for both guests and team members, ensuring a high standard of customer service is consistently delivered.
  
  
• Monitor staffing levels, assess operational needs, and support area development planning to optimize productivity and service delivery.
  
  
• Ensure Standard Operating Procedures (SOPs) and training documentation are current, relevant, and effectively implemented.
  
  
• Deliver a consistently positive guest experience by creating a warm and memorable environment for all visitors.
  
  
• Oversee operational readiness, ensuring all frontline activities are prepared for daily business and special events.
  
  
• Demonstrate an energetic, cheerful, and guest-focused attitude, upholding the highest standards of hospitality.
  
  
• Perform other duties as assigned to ensure seamless daily operations.
  
  

Requirements:

• GCE O/A Levels, Diploma or Bachelor's Degree in Business, Marketing, Hospitality, or any other relevant discipline.
  
  
• Minimum 2 years of operational and/or supervisory experience.
  
  
• Strong leadership and people management skills, with the ability to inspire, coach, and lead a high-performing team towards achieving operational goals.
  
  
• Excellent communication and interpersonal skills, with the ability to effectively engage with guests, colleagues, and key stakeholders across various levels.
  
  
• Proficiency in Microsoft Office and other relevant software systems for reporting, analysis, and communication.
  
  
• Willingness to work shifts, weekends, and public holidays, with the ability to operate in outdoor environments and perform duties that require prolonged standing and walking.