Senior Guest Experience Manager

The standard we hold for our guests is the same standard we hold for our team. Seen, heard, valued and at ease applies in both directions. High Note Hospitality Group is an independent hospitality group, founded and run by hands-on operators. Our first venue, Chip Bee Bistro, has been trading at Chip Bee Gardens since July 2025. Our second venue opens at the Singapore Botanic Gardens in late 2026. We are small, deliberately so, and we are building. Working here means joining a team that takes the craft seriously and the work personally. You will have clear standards, real support, and the trust to make the calls that matter in the moment. You will also have a direct line to the people building the group, because we are the people building the group. Reports to: Head of Guest Experience & Hospitality Strategy, with direct working access to the Directors Employment Type: Full-time, Permanent Location: Botanic Gardens, Singapore ---------------------------------------------------------------------------------------------------- About the Role The Senior Guest Experience Manager is a senior front-of-house leader with primary responsibility for guest experience and service excellence at our Botanic Gardens venue, while contributing to the continued development of hospitality standards across the Group. You will lead the front-of-house management team and wider service team, ensuring consistent execution of service standards, operational discipline and commercial performance. This is a highly visible, hands-on leadership role. You will spend significant time on the floor during service while also developing managers, implementing operational improvements, strengthening guest relationships and partnering closely with culinary leadership and the founders to build the Group’s hospitality culture. The role requires someone who can lead confidently during a busy service, develop people with patience and clarity, understand the commercial realities of running a restaurant, and still notice the small details that shape how a guest feels. What You'll Own Leadership & Operations Lead front-of-house operations for the venue, ensuring exceptional guest experiences and strong operational execution Lead, develop and support Guest Experience Managers, Assistant Managers, Supervisors and the wider front-of-house team Establish, maintain and continuously improve service standards Provide calm, visible leadership during peak services Drive a culture of accountability, professionalism, care and continuous improvement Partner closely with culinary leadership, fellow venue leaders and the founders on operational planning and execution Support the development of broader Group hospitality standards, systems and initiatives where required Guest Experience Champion thoughtful, genuine hospitality from reservation through departure Build strong relationships with regular guests, VIPs and key stakeholders Oversee reservation systems, including SevenRooms, guest profiling and CRM initiatives Ensure guest preferences and relevant information are captured and used meaningfully Handle complex guest concerns and recovery situations with professionalism, empathy and sound judgement Analyse guest feedback and identify opportunities for continuous improvement Ensure service recovery standards are consistent, thoughtful and appropriate to the situation Develop a culture where guest recognition is personal rather than performative People Leadership Recruit, onboard, coach and develop high-performing front-of-house talent Build capability within the management team rather than holding all decisions personally Conduct performance reviews, coaching conversations and development planning Support succession planning for key operational and leadership roles Ensure appropriate staffing levels, scheduling discipline and labour productivity Foster a respectful, positive and high-performing workplace culture Address performance concerns clearly, fairly and promptly Create an environment where team members feel seen, heard, valued and able to perform at their best Financial & Commercial Performance Monitor labour costs, productivity and operational efficiency Support budgeting, forecasting, purchasing and cost management Review operational reports relating to sales, labour, guest feedback and profitability Identify trends, risks and opportunities, and implement improvement plans where required Work with the leadership team to improve average spend, beverage performa…