Guest Relations Manager

6 days ago

Singapore ICONIC LOCATIONS SINGAPORE PTE. LTD. Full time

**Overview**

We are looking for an outgoing 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 listen to and resolve complaints
- Oversees and coordinates all arrivals and departures of special guests (VIPs, members)

**Employee Engagement**
- Holds daily briefing
- Training and development of team members
- 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 the team’s performance and produces reports as and when required
- Examines activities logbook, assigns tasks appropriately
- Manages and controls manpower scheduling and costing
- Supervise and report daily time in and out
- Upholds uniform standards

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

**JOB REQUIREMENTS**

**Education**

A diploma in hospitality or a degree in any discipline is an advantage

**Requirements**:

- Neat and pleasant appearance
- Exceptional grooming standards
- Articulate
- Strong understanding of restaurant and nightlight reservation systems
- Highly responsible and reliable
- Excellent problem-resolution skills along with outstanding communication and active listening skills

**Experience**
- Minimum 5 years experience in high-end 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

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

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