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Guest Relations Manager

4 weeks ago

Singapore Sunset Hospitality Group Full time
Overview

Sunset Hospitality Group is a leading multinational lifestyle hospitality group, with a wide portfolio encompassing Hotels & Resorts, Restaurants, Beach Clubs, Nightclubs, Fitness Centers, and more. SHG operates over 81 venues with a presence in 22 countries and a commitment to delivering authentic and diverse hospitality experiences that bring people together worldwide. Located atop Capital Tower, SushiSamba Singapore brings a unique blend of Japanese, Brazilian, and Peruvian culture and cuisine, featuring a bar with panoramic 360-degree views and intimate private dining rooms, plus the Samba Room—an high-energy lounge concept that combines fun dining with late-night party atmosphere.

Job Purpose

The Guest Relations Manager at SushiSamba Singapore, including Samba Room - High Energy Lounge, will be responsible for effectively and efficiently managing guest and customer inquiries, ensuring all guests are recognized and welcomed, and delivering the highest possible standards of service. The role involves being proactive in maintaining and/or improving turnover.

Day-to-day Responsibilities
  • Responsible for the entire Guest Relations department procedures and processes.
  • Coordinate with established procedures to sustain consistency across the department.
  • Ensure all telephone calls are handled politely, timely, and efficiently, accurately meeting the caller's needs.
  • Ensure consistent communication from the department to the Manager on duty, with timely responses to customer requests and feedback.
  • Deliver constant, excellent customer service.
  • Increase repeat business through relationship building and interaction.
  • Actively seek opportunities to increase revenue.
  • Understand the competitive marketplace through analysis of trends and data and build a strategic approach to manage trends.
  • Communicate and track reservations and special requests, coordinating with relevant departments for seamless execution.
  • Assign daily tasks to Hostess/Host and Reservation Agents.
  • Manage the work schedule of Hostess and Reservation Agent staff.
  • Review booked reservations and arrival reports daily.
  • Ensure smooth communication regarding bookings and occupancy.
  • Performs other duties pertinent to this job as assigned.
Knowledge, Skills, and Experience
  • Minimum 5 years of experience in a high-end fine dining restaurant.
  • Experience with SevenRooms system is advantageous.
  • Fluent in English with excellent communication skills.
  • Strong planning and budgetary skills.
  • Good business awareness including external markets and competitor positions.
Seniority level
  • Not Applicable
Employment type
  • Full-time
Job function
  • Other
  • Industries: Food and Beverage Services and Hospitality
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