Guest Experience Manager

About Four Seasons

Four Seasons is driven by its people: a global team that strives for continuous improvement, aims higher every day, and treats colleagues with the same care and respect they expect in return. Across the world, team members create memorable experiences for guests, residents, and business partners through a commitment to luxury delivered with genuine warmth. The company believes exceptional guest service begins with an outstanding employee experience and a strong, supportive culture.

The brand’s philosophy is rooted in recognising familiar faces, warmly welcoming new ones, and treating every person with kindness and consideration. Whether someone works with the company, stays at its properties, lives there, or visits as a guest, the goal is to create lasting impressions. This approach reflects the belief that life becomes richer when people genuinely connect with one another and with the world around them.

About the Location

Four Seasons Hotel Singapore is designed to offer more than accommodation; it creates meaningful moments and memorable stays. Set within the energy of the city, the hotel provides a calm retreat where discerning travellers can feel at home. Its carefully planned surroundings, including lush gardens and spacious, serene areas, are meant to refresh and inspire, helping both guests and employees flourish.

Joining the team means more than taking on a role. It means contributing to exceptional guest experiences and helping shape moments of discovery. The hotel values warmth, meticulous attention, and the ability to anticipate guest needs before they are expressed—qualities that define luxury hospitality. Life at Four Seasons Hotel Singapore is purposeful and authentic, matching the standard of excellence delivered to every guest.

If you are genuinely passionate about creating meaningful moments and want to grow in a place where high standards are the norm, this opportunity offers the chance to be part of something special.

Role Overview

As Guest Experience Manager, you will guide and improve the guest journey from arrival through departure and beyond. This role focuses on setting the service direction, strengthening guest relationships, encouraging innovation, and ensuring the hotel delivers a consistently exceptional experience.

The position is a key leadership opportunity for someone who combines strong operational execution with strategic thinking and is prepared to shape both team performance and guest satisfaction at a high level.

Key Responsibilities

• Lead the guest experience agenda and ensure a consistently high standard across every guest touchpoint.
• Develop strong connections with VIP and special attention guests by designing personalised, memorable stays.
• Coach, support, and motivate the Guest Experience team while strengthening capability, ownership, and service culture.
• Manage VIP arrivals, the lobby journey, and coordination across departments to deliver seamless operations.
• Review guest feedback, spot recurring themes, and put improvement initiatives into action to raise service quality.
• Promote guest recognition initiatives and help introduce new, experience-focused ideas and offerings.
• Handle sensitive or difficult guest situations with professionalism, calm judgment, and effective recovery leadership.
• Work with senior leaders on reporting, budgeting, and strategic planning for the department.

Candidate Profile

You should bring a degree or diploma in Hospitality, Business, or a similar discipline, along with experience leading teams in luxury hospitality or front office environments. Strong commercial understanding is important, including the ability to connect guest experience with business performance.

The ideal candidate will communicate and influence effectively at all levels, think strategically, and turn observations and insights into practical action. A high degree of emotional intelligence, professionalism, and care for detail is essential.

Schedule and Working Conditions

This role requires flexibility in scheduling and the ability to work rotating shifts, including weekends and public holidays.

Benefits and Rewards

• Opportunities for career advancement
• A distinctive and supportive culture
• Highly regarded training programmes
• Complimentary stays at Four Seasons properties, subject to availability, plus discounted meals
• Paid holidays and vacation leave
• Medical, dental, and life insurance coverage
• Employee recognition awards and birthday gifts
• Annual staff celebrations and sporting events
• Complimentary meals in the dedicated employee restaurant