Assistant Guest Relations Manager (Lobby Lounge)

The Fullerton Hotels and Resorts; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

The Fullerton Hotels and Resorts seeks a seasoned Guest Experience Leader to mentor GREs and GROs, uphold Forbes service standards, and oversee floor operations during peak periods.

You will leverage reservation and CRM data (SevenRooms, Infrasys) to drive guest insights, tailor engagement, and optimize group bookings and events. Strong leadership and training are essential for delivering anticipatory, personalized service across all outlets.

Qualifications

• Minimum High School Diploma or O Levels; hospitality certifications.
• Proven experience in guest relations, F&B operations, or supervisory luxury hospitality roles.
• Experience with data-driven guest management and events coordination.
• Familiarity with CRM and reservation systems for guest analysis and revenue insights.

Responsibilities

• Champion high standards of Guest Relations across outlets and touchpoints; mentor GREs and GROs.
• Deliver anticipatory, personalized service for VIPs and regular guests.
• Manage floor operations during high-volume periods or events.
• Handle escalated guest complaints and drive service recovery; implement learnings.
• Conduct pre- and post-visit guest follow-ups; analyze feedback to improve service.

Skills

Guest relations leadership

Data-driven guest management

Team leadership

Event coordination

F&B operations oversight

SOP compliance

CRM analytics

Education

High School Diploma or O Levels

Hospitality certifications

Tools

SevenRooms

Infrasys

Job description

ESSENTIAL DUTIES AND RESPONSIBILITIES Include the following. Other duties may be assigned.

Guest Experience & Service Leadership

• Champion high standards of Guest Relations services across all outlets and touchpoints, providing mentorship and coaching to GREs and GROs.

• Ensure GREs are delivering anticipatory, personalized service, including greetings, table guidance, menu presentation, and farewell, for VIPs and regular guests.

• Manage floor operations as needed, stepping in during high-volume periods or events to ensure seamless guest experience.

• Handle escalated guest complaints and service recovery in a timely, professional manner, ensuring learning and process improvement are implemented.

• Conduct pre- and post-visit guest follow-ups, analyzing guest feedback to improve service and anticipate future preferences.

Guest Data & Analytics

• Use reservation and CRM systems (Sevenrooms) to generate actionable insights on:

• Guest visit frequency, preferences, and loyalty metrics

• Spending patterns and average check values by guest segment

• Booking and cancellation trends

• Guest feedback scores

• Segment guest data to targeted engagement campaigns, promotions, and upselling initiatives.

• Develop guest persona profiles, tracking VIPs, high-spending clients, and frequent visitors for personalized service and offers.

• Monitor trends in group bookings, corporate clients, and events to inform operational planning and marketing initiatives.

• Analyze market trends, competitor activity, and compset data to optimize guest offerings and pricing strategies.

Reservations, Group Bookings & Event Management

• Act as key liaison for high-value groups and events, coordinating all F&B and operational requirements.

• Ensure flawless event execution, from table setup, menu presentation, guest management, to post-event follow-up.

• Make data-informed decisions on table allocation, staffing, and service flow to maximize guest satisfaction and operational efficiency.

• Collaborate with Outlet Managers to monitor event profitability and revenue performance, identifying upsell and repeat business opportunities.

Team Leadership & Development

• Directly supervise GREs and GROs, including scheduling, performance reviews, coaching, and mentoring.

• Identify and implement training and development plans for junior team members to ensure consistent service standards.

• Monitor team adherence to SOPs, brand standards, and Forbes service requirements.

• Foster a motivating, inclusive, and professional work environment, promoting accountability, recognition, and continuous improvement.

Financial & Business Performance (Data-Driven)

• Analyze guest data to identify revenue opportunities, high-value segments, and potential repeat business.

• Work with Outlet Managers to optimize menu offerings, upselling, promotions, and loyalty programs based on guest behavior.

• Monitor and report on average spend per guest, booking trends, group/event profitability, and CRM KPIs.

• Provide actionable insights for top-line growth, aligning operational decisions with guest data intelligence

Standards, Compliance & Professional Conduct

• Maintain exemplary grooming, etiquette, and professional presentation at all times

• Adhere strictly to hotel SOPs, hygiene, safety, and operational standards

• Ensure confidentiality, integrity, and accuracy in handling guest data and financial transactions

• Promote a safe, respectful, and inclusive work environment

• Promote a positive, professional, and service-driven bar environment

• Lead by example in grooming, punctuality, and professionalism

• Encourage teamwork, accountability, and pride in beverage service excellence

• Support a respectful, inclusive, and safe workplace culture

Requirements

• Minimum High School Diploma or O Levels; hospitality certifications

• Minimum 3–5 years’ experience in guest relations, F&B operations, or supervisory luxury hospitality roles, with exposure to high-volume or multi-outlet operations.

• Proven experience in team leadership, data-driven guest management, and events coordination.

• Familiarity with CRM and reservation systems (e.g., SevenRooms, Infrasys) for guest analysis, revenue insights, and database management.