Guest Relations Manager

2 days ago

Singapore MARINA BAY HOTEL PRIVATE LIMITED Full time

Oversee and manage shifts effectively to ensure a smooth and effective overall operation by guiding colleagues on and personally be involved in all required aspects of the department.
- Supervise and train all Guest Relations duties including auditing of Colleagues.
- Inspect all VIPs rooms prior to arrival and ensure all requests are met.
- Is the key person stationed in the lobby to welcome, greet and actively engage guest.
- Conducts departure calls one day prior to departure to all MOWOW guest, ensuring they are enjoying their stay.
- Handles guests’ queries/complaints related to Rooms in a prompt and efficient manner, informing the Hotel Duty Manager & Front Office Manager when necessary.
- Develops new ideas for cost effective guest amenities.
- Responsible for maintaining the highest quality database relating to Guest History and implementing guest recognition programs in line with MOHG guidelines.
- Analyses guest preferences and prepares reports for improvement on Guest Satisfaction.
- Responsible for achieving and maintaining high guest retention ratio.
- Responsible for tracking the MOWOW guest conversion rates.
- Possess a strong knowledge of Amenities Codes and their applicable uses.
- Tracks guest amenity cost.
- Develops new ideas for cost effective guest amenities.
- Selects MOWOW guest on a daily basis and completes the necessary arrangements for an enhanced stay.
- Provide quality service to the guests by responding to requests promptly, efficiently and courteously during check-in, check-out and throughout the guest’s experience.
- Works closely with the Front Office, Housekeeping, Room Services, Concierge, Executive Office, and all F&B departments.
- Participate in the Daily MOWOW and biweekly group resume meetings.
- Monitors room blockage and ensures that guests’ requests and preferences are met upon check-in.
- Ensures in-room check-in is arranged for all VIP guest and Limo arrivals.
- Maximise rooms revenue by upselling guests upon arrival.
- Is expected to have an extensive and intimate knowledge of Singapore. This includes all modes of transportation, restaurants, bars, clubs, retail, sightseeing, arts and cultural activities. All recommendations must appear to be personal and insightful.
- Maintains all quality standards and procedures from guest’s in-house stay to guest’s departure.
- Ensure customer satisfaction from arrival to departure in accordance to the MOHG Legendary Quality Experiences (LQEs), the MOHG Pillars and the respective service standards of MOQA.
- Assist the Front Office during need periods.
- Handle cashier duties in accordance with Front Office Policy & Procedures and MOHG Controller’s Policy & Procedures.
- Identify departmental learning and development needs for all colleagues of the outlet and share those with the Director of Rooms.
- Assist in making reservations after room reservation office is closed.
- Perform any other reasonable duties/assignments as required by the Director of Rooms/Front Office Manager or management from time to time.

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