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.

Key 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.