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Assistant Guest Relations Manager

2 weeks ago

Orchard, Singapore Como Lifestyle Pte Ltd Full time $4,000 - $6,000 per year

Job Summary:

  • Work hand in hand with reservation staff & restaurant manager on table assignment and special requests.

  • Greet guests in a friendly and warm manner.

  • Have a good understanding of the menu and the workings of the restaurant.

  • Possess extensive and correct menu knowledge.

  • Set up dining rooms and make reservation arrangements.

  • Establish and maintain professional relationships with guests, ensuring their satisfaction throughout their stay or visit.

  • Act as the primary point of contact for guests, addressing their inquiries, requests, and concerns promptly and efficiently.

  • Respond to guest feedback, comments, and complaints in a timely and professional manner, resolving issues to their satisfaction.

  • Collaborate with various departments to ensure seamless guest experiences, coordinating efforts to meet guest expectations.

  • Continuously evaluate and improve guest experience by identifying areas of improvement and implementing appropriate strategies.

  • Develop and implement guest relations programs and initiatives to enhance guest satisfaction and loyalty.

  • Regularly review and analyze guest feedback, conducting surveys and utilizing guest satisfaction metrics to drive improvements.

  • Conduct training sessions to educate staff on guest relations protocols, procedures, and standards.

  • Provide guidance and support to team members, fostering a customer-centric culture and empowering staff to resolve guest concerns effectively.

  • Monitor staff performance and provide constructive feedback, addressing any issues or deficiencies in guest relations skills.

  • Analyze guest data to identify trends, patterns, and areas for improvement, proactively addressing issues to enhance guest experiences.

Qualifications and Requirements:

  • Minimum Diploma in Hospitality Management, Business Administration, or a related field (preferred).

  • Fluent in spoken and written English.

  • Proven experience in guest relations, guest services, or a similar customer-facing role within the hospitality industry.

  • Excellent communication and interpersonal skills, with the ability to interact effectively with guests and team members at all levels.

  • Strong problem-solving and conflict resolution abilities, with a focus on delivering prompt and satisfactory solutions.

  • Exceptional organizational skills and attention to detail, ensuring accuracy and efficiency in managing guest requests and feedback.

  • Proficiency in using guest relations management software or CRM systems.

  • Ability to work in a fast-paced environment, multitask, and prioritize responsibilities effectively.

  • Flexibility to work weekends, evenings, and holidays as required.