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Guest Relations Operations Manager

3 weeks ago

Singapore ICONIC LOCATIONS SINGAPORE PTE. LTD. Full time

**Overview**

We are looking for a professional and customer centric Operations Manager - Guest Relations to head up our guest relations and reservations team to ensure a seamless customer journey for all our guests. You will provide our guests with exceptional service to ensure a memorable and genuine experience. The purpose of this role is to exceed guests expectations and to achieve high levels of guest satisfaction and engagement. It is equally important that you work with other departments to ensure an overall excellent guest experience. Over and above that, you will be the mentor for your team members and the “go-to” person on all people matters.

**Duties and Responsibilities**

**Guest Relations**
- Ensure the department provides excellent customer service to all guests, exceeding guest expectations and delivering service excellence at all customer touch points
- Provide timely and efficient service to all guests when arriving to CELAVI
- Provide a personalized service to all guests ensuring special occasions are identified and relayed to the service team
- Oversee all guest arrivals and departures from the venue ensuring every guest is greeted on arrival and thanked on departure by the team
- Delegate with control key tasks needed per shift ensuring all team members are smiling and personable at all times
- Ensure the GR team help service teams prepare tables for guests arrivals when needed
- Coach the GR Manager to deputise when you are not on shift
- Create department SOPs to direct, coach and manage the team to ensure all standards and operating procedures are adhered to
- Ensure the roster created and managed by the GR Manager is effective and has adequate manpower when needed
- Manage the manpower budget for the department working with the Human Resources to ensuring manpower is adequate and costs are managed
- Analyses customer feedback and provide strategic direction to continuously improve overall customer satisfaction.

**Reservations**
- Directly manage the reservations manager
- Strategically manage the reservations system to ensure we maximize bookings and revenue
- Work with GM and Exec Chef to ensure service is the key focus when managing our booking intake
- Create and train the reservations team on SOPs and standardized customer responses
- Ensure the reservations team works closely with the GR team to create a seamless customer journey
- Constantly look to optimize the reservations system
- Focus on technological solutions to minimize the risk of human error
- Ensure the team respond to all customer queries in a timely manner as per the SOPs

**Job Requirement**
- Proven working experience as Guest Relations Manager in F&B and Nightlife
- Minimum 5 years of managing people
- Experience with customer service assessment techniques, quality standards and satisfaction evaluation techniques.
- Familiarity with industry’s latest trends.
- Hands on experience with reservations software and ability to analyse data
- Proficiency in English, multilingualism will be considered an asset
- Guest service orientation and drive.