Guest Experience Manager

Responsibilities

• Own and maintain VIP guest profiles in Opera Cloud - keeping data accurate, preferences current and service commitments tracked
• Orchestrate warm, personalised arrivals: greeting guests by name, escorting them to their room and delivering a polished room orientation
• Act as the primary butler-style point of contact for VIP guests throughout their stay, proactively anticipating needs and curating meaningful service moments
• Conduct thorough pre-arrival room inspections, validating amenity placements, in-room technology and housekeeping standards before each VIP arrival
• Maintain a polished lobby presence; engage arriving, departing and in-house guests, and lead on-the-spot service recovery where needed
• Coordinate personalised arrangements - dining reservations, transportation, unpacking/packing, garment pressing and bespoke requests
• Collaborate with Sales & Marketing to execute upgrade commitments and VIP arrangements, and provide structured post-stay feedback
• Job Requirements:
• Minimum 5-7 years in luxury hospitality with at least 2-3 years in a supervisory/managerial role.
• Strong background in Front Office, Guest Relations or Butler Service.
• Minimum Diploma in Hospitality Management or related field.
• Strong interpersonal and communication skills
• Excellent problem-solving and decision-making abilities
• Guest-centric mindset with attention to detail
• Ability to manage operations independently during shifts
• Familiarity with Opera PMS or equivalent systems
• Ability to work on rotating shifts including night shift, weekends and public holidays.

Additional Information

The Guest Experience Manager is the brand ambassador for luxury and personalised hospitality at PARKROYAL COLLECTION Pickering. You will curate exceptional, end-to-end experiences for VIP, distinguished guests and Collection Club Lounge members - orchestrating seamless arrivals, bespoke in-stay service and gracious departures. Working closely with Front Office, Sales & Marketing and all operational departments, you will ensure every guest preference is anticipated, every promise delivered.

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