Guest Experience Leader

Saffrons Restaurant; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A prestigious restaurant in Singapore seeks a dedicated Guest Service Manager to lead the team in delivering exceptional experiences. The role involves welcoming guests, resolving issues, and analyzing feedback to improve service quality continuously. Candidates should have a strong background in hospitality and possess excellent communication and leadership skills.

Qualifications

• Experience in hospitality, customer service, or related field required.
• Strong verbal and written communication skills needed.
• Leadership experience preferred for motivating team members.

Responsibilities

• Greet and build relationships with guests to enhance loyalty.
• Monitor guest service quality and handle feedback proactively.
• Collaborate with teams to ensure smooth service operations.

Skills

Communication

Conflict Resolution

Leadership

Customer Service

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.