Assistant Guest Relations Manager

2 weeks ago

Singapore LIBERTE HR SERVICES PTE. LTD. Full time

Liberte HR is partnered with an international 5-star hotel located in the heart of Orchard Road.

They are searching for an Assistant Guest Experience Manager to elevate their customer's overall experience for their time booked with the hotel. The role is responsible to ensure guest satisfaction throughout their stay, address any concerns, promote services and amenities, and uphold high standards of service quality.

**Key Responsibilities**:

- Supporting daily operations within the Guest Experience team, aligning departmental objectives, fostering teamwork, and meeting key performance indicators (KPIs).
- Creating exceptional guest experiences by exceeding expectations, including personalized attention for VIPs.
- Leading and training the Guest Experience team, ensuring staff are equipped and guided to perform effectively.
- Mentoring new team members to enhance their skills and confidence in their roles.
- Conducting pre-shift briefings to highlight VIP arrivals and special events for the day.
- Sharing innovative ideas and suggestions for continuous improvement in guest service.
- Managing the front desk queue, assisting with arrivals, and facilitating express check-outs.
- Welcoming guests upon arrival, addressing inquiries and complaints efficiently, and providing exceptional service.
- Gathering and sharing guest feedback with the Guest Experience Manager to enhance service delivery.
- Addressing complaints promptly, taking appropriate action, and escalating complex cases when necessary.
- Building relationships with VIPs and regular guests by recognizing preferences and ensuring personalized service.
- Coordinating with relevant departments to arrange amenities for special occasions like birthdays or honeymoons.
- Handling mail, packages, and other guest-related services as required.
- Remaining composed during emergencies or peak activity and adhering to safety procedures.
- Participating in daily briefings, shift handovers, and team meetings to ensure smooth operations.
- Staying updated on hotel products, services, promotions, and local tourism offerings to assist guests effectively.
- Demonstrating an environmentally conscious approach to tasks and responsibilities.
- Proficiently using hotel operating systems such as OnQ PM, Kipsu, and HotSOS.Performing other duties as assigned by the Guest Experience Manager or Front Office leadership.

**Qualifications and Skills**:

- A minimum of 4 years’ experience in the hospitality, leisure, or retail sectors.
- Strong organizational and problem-solving skills with a calm and efficient demeanor.
- Excellent communication and presentation skills.
- A passion for delivering outstanding guest service.
- Resilience, accountability, and the ability to handle high-pressure situations.Flexibility and adaptability to various work scenarios.

The role welcomes individuals who are also looking to enter the hospitality sector and transiting from adjacent roles in Air Service Crew, Luxury Retail, and even Guest Relations/hosting in F&B.

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