Guest Experience Team Leader, Front Office

Guest Experience Team Leader, Front Office

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world‑class employee experience and company culture.

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

At Four Seasons Hotel Singapore, we create more than just stays – we craft meaningful, memorable experiences. Amidst the vibrant energy of the city, our Hotel is a calm sanctuary where discerning travelers find a true sense of home and place. Our thoughtfully designed environment, from lush gardens to serene, generous spaces, rejuvenates and inspires, allowing both guests and employees to thrive.

As part of our team, you are not just filling a position. You are crafting meaningful moments, and contributing to a journey of discovery. Here, we value warmth, attention to detail, and the ability to anticipate needs before they are spoken – traits that define true luxury hospitality. Life at Four Seasons Hotel Singapore is authentic and full of purpose, just like the experience we deliver to every guest.

If you have a sincere passion for creating meaningful moments and seek to grow in a setting where excellence is the standard, we invite you to join us and be part of something exceptional.

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About the role:
Guest Experience Team Leader

As a Guest Experience Team Leader, you will play a pivotal role in ensuring that our guests have a seamless and extraordinary stay at our property. Being at the forefront of delivering unparalleled experiences to our guests, your primary responsibility will be to oversee and coordinate all aspects of a guest’s stay experience, from anticipating their needs to exceeding their expectations.

Your ability to deliver warm, welcoming and personalised service will be instrumental in elevating guest satisfaction and brand loyalty.

What you will do:

Guest Relations

Build meaningful connections and maintain strong relationships with guests, addressing their inquiries, concerns and feedback promptly and professionally.

Proactively seek opportunities to enhance their experience during their stay.

Coordinate efforts across departments to create lasting memories for guests celebrating special occasions.

Coordinate the meet and greet for VIPs arrivals.

Coordinate the Lobby Ambassador program.

VIP Management

Develop and maintain relationships with VIP guests and Special Attention guests, recognising their preferences and ensuring extra attention and special treatment for this group of guests.

Manage and anticipate the needs of VIP guests, ensuring personalised services and special arrangements are provided to create unforgettable moments.

Assist with room reservations.

Assist with in room check-in.

Guest Experience Enhancement

Continuously seek ways to enhance the guest experience by developing and implementing innovative guest recognition programs and initiatives.

Collaborate with various departments to ensure seamless guest experiences across all touchpoints, focusing on areas such as Front Desk, Concierge, Housekeeping and In Room Dining.

Lead and inspire a team of Guest Experience Executives/Interns to deliver exceptional service. Provide proper guidance and training, and set clear performance expectations and foster a culture of excellence.

Problem Resolution

Demonstrate effective problem resolution skills and handle challenging situations with poise and tact, focused on a solution-oriented approach and a…