Assistant Guest Relations Manager

**Overview**

We are looking for an outgoing **Assistant Manager **for the Guest Relations department with the ability to make our customers feel at home and to guarantee their contentment. You will furnish clients with above-and-beyond service to ensure a memorable and genuine experience. The goal is to sponsor a helpful image by honouring guests’ requests and to achieve high levels of guest satisfaction and engagement. It is equally important that you work with other departments on issues pertaining to your department’s operational matters. Over and above that, you will be the mentor for your team members and the “go-to” person on all HR matters.

**DUTIES AND RESPONSIBILITIES**

**Guest Engagement**
- Ensures and provides flawless, upscale, professional and high-class guest service experiences.
- Analyses customer feedback and provides strategic direction to continuously improve the overall rating.
- Responds to guests’ needs and anticipate their unstated ones.
- Expects and reacts promptly to guests’ requirements and inquiries.
- Actively listens to and resolves guests’ complaints.
- Coordinate and manage communication between guests and team members and follow up to ensure complete service recovery.
- Oversees and coordinates all arrivals and departures of special guests (VIPs, members).
- Promotes all amenities, conveniences and special offers.

**Employee Engagement**
- Attends scheduled training, line up and daily briefing.
- Fosters and promotes a cooperative working environment to maximize productivity and increase employee morale.
- Directs, coaches and manages guest relations team to ensure all standards and operating procedures are adhered to as per SOPs.
- Appraise team’s performance and produces reports as and when required.
- Examines activities logbook, assigns tasks appropriately and implements control schedule daily.
- Supervision and reporting of daily time in and out.
- Upholds uniform standards are maintained with weekly recorded grooming checks.

**Responsibilities**
- Adequate knowledge of personalised services principles and processes.
- Proficiency in English, and multilingualism will be considered an asset.

**JOB REQUIREMENTS**

**Education**
- Level, Diploma in hospitality, a degree in any discipline is an advantage.
- WSQ relevant certification.

**Experience**
- Minimum 2 years experience in fine dining/ luxury operations.
- Proven working experience as an Assistant Guest Relations Manager.
- Restaurant Guest Relations experience is a must.
- Experience with needs assessment techniques, quality standards and satisfaction evaluation techniques.
- Familiarity with the industry’s latest trends.
- Experience working with VIP guests and members.

**Required Knowledge**
- Proficient in spoken & written English.
- The ability to speak and write in a 2nd language is an advantage.
- Strong knowledge of restaurant and nightlight reservation systems.
- Proficient in MS Office, Micros, and Seven Rooms reservation system.
- Highly responsible and reliable with a professional presentation.

**Skills & Abilities**
- Ability to exceed guest expectations.
- Ability to analyze & improve processes and procedures.
- Ability to interact and solve opportunities with employees and guests.
- Ability to adapt and take advantage of different working environments, teams, guests and opportunities.
- Ability to resolve and negotiate conflict resolutions.
- Guest service orientation and drive.
- Excellent problem-resolution skills along with outstanding communication and active listening skills.

**Physical Requirements / Work Environment**
- Ability to work flexible hours.
- Able to work weekends & public holiday.
- Able to work standing up to 8 hours straight.