F&B Guest Relations Executive

THE FULLERTON BAY HOTEL; Singapore; On-site; SGD 39,000 - 61,000; Full time

Job summary

The Fullerton Bay Hotel in Singapore seeks an energetic guest relations host to greet and engage guests at Lantern, delivering a story-driven experience aligned with Classics Recrafted: Stories from the Pier. You will manage reservations, VIP bookings, and walk-ins, ensuring smooth flow and personalized service.

Ideal candidates have experience in high-volume, quality-focused establishments and possess excellent people skills.

Qualifications

• Experience in a high volume, quality focused establishment preferred.
• Excellent people skills.

Responsibilities

• Greet guests, welcome and engage in a personalized, story-driven experience.
• Manage reservations, VIP bookings, and walk-ins to optimize table allocations and flow.
• Monitor guest satisfaction and handle complaints following standard procedures.
• Support guest satisfaction initiatives, including NPS tracking and feedback follow-up.
• Prepare monthly reports of guest comments and feedback to aid business decisions.
• Collaborate with bar and floor teams to maintain ambiance and service quality.
• Promote and communicate Lantern stories, cocktails, and events to guests.

Skills

Excellent people skills

Job description

ESSENTIAL DUTIES AND RESPONSIBILITIES

include the following. Other duties may be assigned.

• Project a professional and welcoming image to the business and beactive in seeking and developing relationships to drive reservations
• Provide the perfect first impression with a smile and welcome
• Greet, welcome, and engage guests, delivering a personalized, story-driven experience aligned with Lantern’s concept “Classics Recrafted: Stories from the Pier.”
• Manage reservations, VIP bookings, and walk-ins, ensuring optimal table allocations and flow.
• To ensure that guest on every table receives attention and service.
• To monitor and handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction.
• Support guest satisfaction initiatives, including NPS tracking, feedback follow-up, and service recovery.
• To prepare a monthly report of guest comments, guest list and report that assist business decision.
• Have a full understanding of Operating Procedures and their role within these standards
• Collaborate with bar and floor teams to maintain ambiance, visual presentation, and service quality.
• Confidently take an order asking all relevant questions linked to sequence of service
• Ensure problems are dealt with immediately and proactively with the support of Outlet Manager
• Assist with private bookings and events, liaising with clients to ensure seamless execution.
• Act as brand ambassador, communicating the Lantern story, signature cocktails, and event highlights to guests.
• Maintain knowledge ofmenu, promotions, seasonal offerings, and storytelling elements for guest-facing interactions.
• Support marketing and CRM initiatives by capturing guest data, encouraging loyalty program sign-ups, and promoting upcoming events.
• Support Lantern’s programming, including themed nights, mixology master classes, live music events, and storytelling series.
• Collaborate with bar, marketing, and floor teams to maintain ambiance, visual presentation, and service quality during events.
• Promote upcoming events, seasonal promotions, and loyalty initiatives to enhance guest engagement and repeat visitation.

Requirements:

• Experience in a high volume, quality focused establishment is preferred.
• Excellent people skills