Guest Relations Manager

**Job Number** 24175067
**Job Category** Rooms & Guest Services Operations
**Location** W Singapore - Sentosa Cove, 21 Ocean Way, Singapore, Singapore, Singapore VIEW ON MAP
**Schedule** Full-Time
**Located Remotely?** N
**Relocation?** N
**Position Type** Management

**JOB SUMMARY**
- Supervise the Guest Services team and supporting your team with general operational tasks.
- Be an expert on the hotel and the surrounding area, know it inside and out to exceed guest expectations and fuel their curiosity.
- Supervise staffing levels to ensure that guest service, operational needs and financial objectives are met focusing on attention to detail.
- Assign rooms according to guest requests and preferences whenever possible.
- Handle general hotel enquiries, engage and inspire with guests through each guest experience
- Handle complaints, settling disputes, and resolving grievances and conflicts by negotiating with relevant parties.
- Assist with verifying and adjusting billing for guests whilst following up with guest questions and requests, focusing on attention to detail.
- Build and strengthen relationships with existing and new customers, anticipating their needs and enabling future bookings.
- Oversee service standards whilst identifying and implementing improvement initiatives, setting the pace in the industry.
- Understand the impact of the department’s operations on the overall property financial goals and objectives and manage to achieve or exceed goals.
- Be a dynamic and thoughtful leader by empowering and supporting your team.

**CANDIDATE PROFILE**

**Education and Experience**
- High school diploma or GED; 1 year experience in the guest services, front desk, or related professional area.

OR
- 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

**CORE WORK ACTIVITIES**

**Managing Guest Services and Front Desk Operations**
- Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
- Encourages and builds mutual trust, respect, and cooperation among team members.
- Serves as a role model to demonstrate appropriate behaviors.
- Supervises and manages employees. Understanding employee positions well enough to perform duties in employees' absence.

**Maintaining Guest Services and Front Desk Goals**
- Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Develops specific goals and plans to prioritize, organize, and accomplish your work.
- Supports handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Assists with energy conservation efforts by monitoring compliance during property tours.

**Supporting Projects and Policies Related to Guest Experience and Safety**
- Supports implementation of the customer recognition/service program, communicating and ensuring the process.
- Supports regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
- Sends copy of MOD report to all departments on a daily basis.
- Ensures compliance with all policies, standards and procedures.
- Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
- Understands and complies with loss prevention policies and procedures.

**Ensuring and Providing Exceptional Customer Service**
- Provides services that are above and beyond for customer satisfaction and retention.
- Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
- Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.
- Serves as a leader in displaying outstanding hospitality skills.
- Sets a positive example for guest relations.
- Empowers employees to provide excellent customer service.
- Observes service behaviors of employees and provides feedback to individuals.
- Maintains high visibility in public areas during peak times.
- Provides immediate assistance to guests as requested.
- Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
- Records guest issues in the guest response tracking system.
- Reviews comment cards and guest satisfaction results with employees.
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

**Managing and Conducting Human Resource Activities**
- Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge o