Guest Relations Supervisor

4 days ago

Singapore SUTL MARINA DEVELOPMENT PTE. LTD. Full time

**Responsibilities**:

- Assist in overseeing the day-to-day operations of the Front Office, including night shift.
- Supervise the Guest Relations team to ensure smooth delivery of exceptional services to guests and members.
- Assist in conducting daily briefings so all team members are aware of hotel activities including; VIPs in house, group movement, promotional activity, guest feedback, product knowledge.
- Gather feedback, analyses sector trends and potential guests to suggest appropriate proposals to enhance revenue and hospitality experiences.
- Provide customer service to hotel guests, visitors and members who have enquiries with regards to reservations, rates, membership, etc. and direct them to relevant departments for business-specific enquiries.
- Ensure all calls are answered cheerfully and promptly and ensure their accurate distribution to all hotel guests, Club members, visitors and team members.
- Ensure all special guest requests are followed through with the relevant departments and charges are raised accordingly.
- Ensure guests and members’ complaints are consistently resolved in a prompt and efficient manner in accordance with Club guidelines.
- Supervise and coordinate duties for each shift and daily check in/check out process
- Assist guests with special requests, general information, transportation, event tickets, restaurant, airline reservation and any other reasonable requests as they arise.
- Collate and report industry information regarding occupancy and rate (where directed).
- Maintain a dynamic ‘Guest Services Directory’ in the PMS and ensure accurate information and records with correct guest details linked to guest profiles.
- Process guest mail, messages and deliveries in an accurate and timely fashion.
- Assist and take action for guest queries relating to Housekeeping and Maintenance as and when required.
- Any other duties assigned from time to time.

**Requirements**:

- Possess at least a Diploma in Hospitality/Hotel Management or relevant qualification.
- 1-2 years of work experience in the same capacity
- Good verbal and written communication skills in English
- Good Computer skills
- Must be proactive, meticulous and able to work independently

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