Guest Experience Manager

About the role

Jewel Changi Airport is a landmark lifestyle destination in Singapore, created by Jewel Changi Airport Trustee Pte. Ltd. through a joint venture between Changi Airport Group and CapitaLand. Spanning 135,700 square metres, the destination combines airport facilities, indoor gardens, leisure attractions, retail, dining, and hotel services in a single integrated development. Its distinctive glass-and-steel dome has made it one of the most recognisable features of the airport environment.

The User Experience division is responsible for attractions and mall operations, guest experience, facilities management, and tenancy design plus experiential creation. Within this division, the Guest Experience function covers Quality Service Management, Business Operations, Customer Service, Attraction Operations & Development, and Jewel Operations.

Role summary

As the Manager, Guest Experience, you will oversee and support several operational portfolios to maintain strong service standards, ensure operational preparedness, coordinate stakeholders, and continuously improve the overall guest journey. The position calls for solid operational leadership, strong coordination skills, a service-focused mindset, and the ability to work effectively in fast-moving, multi-stakeholder settings. You may be moved across different GX portfolios based on business needs, operational priorities, and leadership growth plans.

Key responsibilities

• Act as the shift duty manager and lead operations for assigned shifts, keeping guest-facing areas running safely, securely, and smoothly while maintaining service standards and business continuity.
• Coordinate service teams, operating partners, and other stakeholders to deliver a consistent and high-quality guest experience across the assigned portfolios.
• Handle operational issues such as incident response, service recovery, escalations, and manpower planning during both routine and peak periods.
• Drive improvement projects, service enhancement efforts, and cross-functional programmes that improve efficiency, resilience, and guest satisfaction.
• Track operational and service performance measures, study trends and feedback, and implement corrective actions where needed.
• Assist in planning and delivering operational pilots, events, and new initiatives aligned to organisational goals.
• Maintain and update operating procedures, workflows, training resources, and risk assessments to support compliance and effective service delivery.
• Support procurement, contract administration, reporting, budgeting, and other related administrative work.
• Build a strong service-oriented culture and help develop team capability through coaching, direction, and continuous improvement practices.

Additional information

No specific perks, eligibility criteria, or compensation details were provided in the source material.