Guest Relations Manager

1. Guest Engagement:

• Serve as the primary point of contact for VIPs and regular guests ensuring their needs and expectations are exceeded.
• Actively engage with guests throughout the property offering assistance, gathering feedback, and creating personalized experiences.
  • Action any feedback received, record glitches, and ensure full closure.
  • Alert senior management.
• Anticipate guest needs by utilizing guest history and preferences to deliver tailored service.

2. Leadership and Presence:

• Lead by example demonstrating a professional and approachable demeanor at all times.
• Be visible during peak times in the lobby, F&B outlets, Raffles Club, recreation areas, at events, and any other key operational areas determined by management to enhance guest interaction.
• Mentor and inspire the Guest Relations team to embody the hotel's standards and values.
• Liaise closely with Concierge, Butler, and Raffles Club for hotel events, special VIP requests, or preparations.
• Supervise the Guest Relations Supervisor/Officers and prepare the weekly duty rosters.

3. Memorable Experiences:

• Develop and implement unique guest touchpoints and personalized moments that leave lasting impressions.
• Collaborate with other departments to curate bespoke experiences that align with the property's brand.
• Check all VIP rooms prior to arrival and ensure that the correct standard (allocations, amenities, and special requests) is maintained.
• Ensure repeat guests, high-paying guests, high-profile guests, and other VIPs receive special recognition and service.

4. Innovation and Change Management:

• Proactively identify areas for improvement, propose innovative solutions, and lead the implementation of changes.

5. Operational Excellence:

• Oversee the smooth operation of the Guest Relations team ensuring efficiency and alignment with the property's standards.
• Manage guest feedback, resolving concerns promptly and effectively while ensuring long-term satisfaction.
• Monitor key performance indicators (KPIs) related to guest satisfaction and loyalty.
• Ensure lobby presence at all times.
• Keep the immediate manager fully informed of all problems or unusual matters of significance.
• Maintain transparent and open lines of communication, coordination, and feedback with related departments to ensure customer requests and complaints are handled effectively and efficiently.
• Work closely with the Butler Team to maximize the potential of both departments.

6. Brand Ambassador:

• Build strong relationships with repeat guests, influencers, and partners to foster advocacy for the hotel.

7. Additional Responsibilities:

• Perform related duties and special projects assigned by Senior Management.
• Assure the upkeep and cleanliness of the Guest Relations desk and lobby at all times.

Qualifications :

WORK ENVIRONMENT:

• High visibility and engagement in guest-facing areas.
• Flexibility to work evenings, weekends, and holidays as required by the operation.

SKILLS AND ATTRIBUTES:

• Exceptional interpersonal and communication skills.
• Proactive, resourceful, and solutions-driven.
• Able to exercise good judgment with challenging guests.
• Strong leadership capabilities with the ability to inspire and motivate a team.
• Detail-oriented with a passion for creating unique guest experiences.
• Open-minded and adaptable to change with a forward-thinking mindset.
• Strong written and verbal communication skills in English; additional languages are a plus.

EDUCATION AND EXPERIENCE:

• Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred.
• Minimum of 5 years in a guest-facing leadership role within luxury hospitality.
• Experience in multicultural environments and working with high-profile clients.

Remote Work :

No

Employment Type :

Full-time