Assistant Guest Relations Manager

TPC HOTEL PTE. LTD.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

A premier luxury hotel in Singapore is seeking an experienced Guest Experience Manager. This role involves leading a team of Guest Experience Ambassadors to deliver exceptional service and enhance guest satisfaction. Responsibilities include engaging with guests, analyzing feedback, and coordinating with departments to ensure a seamless experience. The ideal candidate has previous experience in a 5-star environment and is passionate about high-end hospitality. Join us to drive excellence in guest service and create memorable moments.

Qualifications

• Previous experience in a similar role within a 5-star luxury environment.
• Ability to lead, develop, and mentor a team.
• Excellent verbal and written communication skills.

Responsibilities

• Lead a team to ensure a memorable hotel experience for guests.
• Engage with guests to identify service recovery opportunities.
• Monitor and analyze guest feedback to improve services.

Skills

High end hospitality knowledge

Relationship building

Excellent listening skills

Negotiation skills

Leadership

Time management

Communication skills

Job description

Job Description

• Assist the Director of Guest Relations to lead a team of Guest Experience Ambassadors & Club Operations Ambassadors and ensure that all of the functions work well together to provide a memorable and seamless hotel experience for all guests.
• Engage with guests at all touch points, ensuring satisfaction and creating opportunities for cousu main moments as well as proactively identifying and taking action on areas for service recovery.
• Approach guest as a MCI-host. Guide check-in guests in the use of the MCI App and complete a seamless mobile self check-in and generate a digital room key, and more importantly beat any queues at the Reception and totally skip Reception for check-in.
• During the process, room the guests and promote the other Hotel facilities and restaurants/bar.
• Ensure that all guest requests are efficiently delegated to Housekeeping, Front Office, Concierge, Food & Beverage and other relevant hotel departments, and that follow up is completed to ensure guest satisfaction.
• Ensure that all requests are taken care of punctually to a level that meets and exceeds guest’s expectations.
• Facilitate and drive continuous excellence through regular management review of key goals and strategies for hotel, departmental functions and key processes.
• Facilitate timely corrective action planning and implementation to support the continuous improvement in the area of guest experience.
• Monitor and analyse guest feedbacks (complaints/congratulations/inquiry) from Social Media, Emails, Call Centre, etc. and facilitate action plans necessary for improvements.
• Review hotel operations and key touch points from a guest’s perspective on a regular basis, ensuring that the guest experience is at the heart of all implemented services and procedures.
• Assist with training activities focused on guest experience and satisfaction.
• Assist with coordination of VIP amenities (accordingly to VIP type).
• Regular liaison with Engineering, Front Office and Housekeeping, ensuring that engineering requests are logged, tracked and completed quickly, focusing on guest needs as a priority.
• Be on hand to meet with first time guests and VIPs upon arrival to escort them to reception.
• Carry out pre arrival telephone calls to VIP guests to gather information to assist in delivery of ‘cousu main’ guest service.
• Carry out courtesy calls to VIP guests and to contact them personally after arrival and during stay to ensure that he/she is completely satisfied as we acknowledge and show appreciation for the guest’s loyalty.
• Coordinate guest history updates from the other departments, to note both successful experiences and recommendations.
• Work together with all departments to achieve a reputation as a market leader in individualized customer focused service.
• In the absence of the Guest Experience Manager, ensure that Club and Pool Operations are smooth in coordination with the Director of F&B, including reception, F&B and housekeeping requirements.
• Adhere to Emergency Communication procedures and ensures that enquiries from the media are only responded to by the nominated spokesperson.
• Any other duties assigned by Superior or Management.

Job Requirements

• Previous experience in a similar role, preferably within a 5 star luxury environment.
• Passion for high end hospitality with an absolute eye for detail.
• A demonstrated ability to build warm relationships and gain trust at all levels.
• Excellent listening and negotiation skills.
• Ability to lead, develop and mentor the Guest Experience team.
• Recruitment, selection and training of team members.
• Projects professional image at all times through personal presentation/ interpersonal skills.
• Initiates contacts and establishes rapport easily.
• Organises time and work efficiently.
• Excellent verbal and written communication skills.
• Has the aptitude and willingness to undertake further development with Sofitel.