Guest Relations Operations Manager

4 days ago

Singapore ICONIC LOCATIONS SINGAPORE PTE. LTD. Full time

We are looking for a professional and customer centric Operations Manager - Guest Relations and Reservations to head up our guest relations and reservations team to ensure a seamless customer journey for all our guests.

**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 in coordination with the DGM and 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 Head of HR and Deputy GM on 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 DGM 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 managing people
- Minimum 5 years working in F&B and nightlife managing a Guest Relations department
- 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.

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