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.
  • 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.

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 my management to enhance guest interaction.
• Mentor and inspire the Guest Relations team to embody the hotels 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.

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 propertys 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 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 propertys standards.
• Manage guest feedback resolving concerns promptly and effectively while ensuring longterm 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 departments

6. Brand Ambassador:

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

7. 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 guestfacing areas.
• Flexibility to work evenings weekends and holidays as required by the operation.

SKILLS AND ATTRUBUTES

• Exceptional interpersonal and communication skills.
• Proactive resourceful and solutionsdriven.
• Able to exercise good judgment with challenging guests
• Strong leadership capabilities with the ability to inspire and motivate a team.
• Detailoriented with a passion for creating unique guest experiences.
• Openminded and adaptable to change with a forwardthinking mindset.
• Strong written and verbal communications in English; additional languages are a plus.

EDUCATION AND EXPERIENCE

• Bachelors degree in Hospitality Management Business Administration or a related field preferred.
• Minimum of 5 years in a guestfacing leadership role within luxury hospitality.
• Experience in multicultural environments and working with highprofile clients.

Remote Work :

No

Employment Type :

Fulltime