Guest Relations Manager

• Global 5 Star Hospitality Establishment
• Basic Salary + VB
• Nearest MRT: Tanjong Pagar

Job Description:

• Responsible for the overall smooth operations of Front Office functions i.e. Reception, Concierge, Communications and the Club Lounge.
• Acts as the key contact for any guest issue or Hotel emergency in the absence of the Senior Management Team.
• Handles all guest complaints and feedback in a professional manner, especially Japanese speaking guests to ensure their requests have been met to their satisfaction.
• Joint sales calls with Sales Team to Japanese companies.
• Ensures all reception and cashiering procedures are performed in accordance with established standards and procedures of the Hotel.
• Provides leadership and support to the team through guidance and training.
• Leads by example and fosters a positive work culture that encourages teamwork, accountability and excellence.
• Attends daily internal operations meeting in the absence of Front Office Manager.
• Reviews guest preferences and feedback to the Management.
• Keeps abreast of market practices and recommends new suitable work processes for better efficiency and productivity.
• Drives and promotes Front Office’s goals and initiatives such as Upselling goals, Trip Advisor ranking etc.
• Develops and implements strategies to enhance guest satisfaction and loyalty.
• Conducts regular performance evaluation and provides feedback to team members to ensure each team member is on the right direction.
• Participates in recruitment and onboarding processes for new staff members.
• Assists with budgeting, financial reporting, and cost control measures.
• Conducts regular checks to ensure the service standards of Front Office staff are in compliance with Hotel’s stipulated standards.
• Conducts regular team meetings and training sessions to communicate updates, share best practices and address any issues.
• Demonstrates strong leadership, communication and problem-solving skills to effectively manage the Front Office Team.
• Upholds the Hotel’s brand standards and values and ensures consistency in service delivery.
• Ensures that the Front Office complies with all regulatory requirements, including health, safety, and Ministry of Manpower (MOM) laws.
• Responsible to carry out any other duties and responsibilities as and when assigned by the Management.

Requirements:

• Strong interpersonal and communication skills
• Japanese proficiency is required to communicate with Japanese guests
• At least 2 years of hospitality experience
• Diploma in Hotel Management and/or Diploma in Tourism Studies preferred
• Possesses excellent knowledge on Opera system
• Proficient in MS Word, Excel and PowerPoint applications
• Basic foundation of F&B service operations knowledge preferred
• Able to work on weekends/public holidays and 3 rotating shifts

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