Guest Relations Manager Full Time

Job Description

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.
  • Actioning any of the feedback received, record glitches and ensure full closure.
  • Alert senior management
• Anticipate guest needs by utilizing guest history and preferences to deliver tailored service.

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 my management to enhance guest interaction.
• Mentor and inspire the Guest Relations team to embody the hotel’s standards and values.
• Liaises closely with Concierge, Butler and Raffles Club for Hotel events, special VIP requests or preparations
• Supervise the Guest Relations Supervisor/Officers and prepares the weekly duty rosters.

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.
• Checks all VIP rooms prior to arrival and ensures that the correct standard (allocations, amenities and special requests) is maintained.
• repeat guests, high paying guests, high profile guests and other VIP’s receive special recognition and service

Innovation and Change Management:

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

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.
• Ensures lobby presence at all times
• Keeps the immediate manager fully informed of all problems or unusual matters of significance.
• Maintains Transparent and open line of communication, coordination and feedback with related departments to ensure customer requests and complaints are handled effectively and efficiently
• Works closely with the Butler Team to maximize the potential of both department’s

Brand Ambassador:

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

Additional Responsibilities:

• Performs related duties and special projects assigned by Senior Management.
• Assures 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 communications 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.