Guest Experience Leader

SAFFRONS RESTAURANT PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading restaurant in Singapore is seeking a dedicated Guest Relations Manager to enhance customer experiences by building relationships with guests and monitoring service quality. The ideal candidate will have experience in hospitality or customer service, excellent communication skills, and the ability to resolve conflicts effectively. This role involves training team members and collaborating for smooth operations during busy periods.

Qualifications

• Previous experience in hospitality or customer service; leadership experience preferred.
• Exceptional verbal and written communication skills.
• Ability to resolve conflicts and handle complaints tactfully.

Responsibilities

• Greet guests warmly and establish a welcoming atmosphere.
• Act as the primary point of contact for guest inquiries.
• Monitor service quality and handle guest feedback.
• Monitor service quality throughout the guest journey.

Skills

Verbal communication skills

Conflict resolution

Team motivation

Customer service experience

Adaptability

Tools

POS systems

Guest feedback tools

Job description

Key Responsibilities

• Greet guests warmly upon arrival and establish a welcoming atmosphere.
• Act as the primary point of contact for guest inquiries, concerns, and special requests.
• Build positive relationships with regular and new guests to foster loyalty.
• Monitor service quality throughout the guest journey, from arrival to departure.
• Handle guest feedback professionally, resolving issues promptly and escalating when necessary.
• Maintain high visibility in guest-facing areas to address needs proactively.
• Collaborate with front‑of‑house and back‑of‑house teams to ensure smooth service operations.
• Provide training and support to team members on delivering outstanding guest experiences.
• Step in to assist during high‑volume periods to ensure service consistency.
• Gather customer feedback through surveys, reviews, or informal conversations.
• Analyze feedback trends to recommend improvements in service or operations.

Requirements

• Previous experience in hospitality, customer service, or a related field; leadership experience preferred.
• Exceptional verbal and written communication skills; ability to engage effectively with diverse audiences.
• Quick thinking with the ability to resolve conflicts and handle complaints tactfully.
• Ability to motivate and support team members in delivering top‑notch service.
• Adaptability to varied situations, including busy periods and challenging guest interactions.
• Familiarity with POS systems, and guest feedback tools is a plus.