Guest Relations & Business Operations Manager

ROLEX STAR 5 PTE. LTD.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

A premium nightlife and hospitality company in Singapore is seeking a Manager to oversee guest experience and operations. The ideal candidate will have a strong background in hospitality and VIP relations, excellent communication skills, and at least 3–5 years of experience in luxury service. This role involves ensuring compliance with local regulations and driving revenue through exceptional customer service. A multilingual background is a plus.

Qualifications

• Minimum 3–5 years of hospitality / nightlife / luxury service experience.
• Strong exposure to premium F&B, hotel, nightlife or entertainment industry.
• Knowledge of Singapore nightlife hospitality standards preferred.

Responsibilities

• Lead and manage guest experience, VIP relations, and floor operations.
• Ensure compliance with Singapore nightlife regulations.
• Recruit, onboard, and manage guest relations staff.
• Drive VIP table sales and event bookings.
• Coordinate special events and artist appearances.

Skills

Leadership

Interpersonal communication

Negotiation skills

Conflict management

Problem-solving

Fluency in English

Multilingual (Mandarin/Tamil/Malay)

Education

Diploma/Degree in Hospitality, Business, Events or related field

Job description

Job Purpose

To lead and manage guest experience, VIP relations, floor operations, staff performance, and business service standards across nightlife and hospitality venues in Singapore. The role ensures superior hospitality service, operational excellence, compliance with Singapore nightlife regulations, and revenue growth through premium client and membership engagement.

Key Roles & Responsibilities

✅ 1. Guest Experience & VIP Relations

• Lead premium customer service & hospitality protocols.
• Manage VIP guests, membership programs, and table reservations.
• Build and maintain strong relationships with high-value clientele.
• Manage guest complaints and conflict resolution with service recovery protocols.
• Oversee concierge services, guest flow, queue management & hosting.

✅ 2. Venue & Operations Management

• Oversee daily club / lounge / restaurant operations.
• Coordinate and supervise front-of-house (FOH) hospitality service teams.
• Work closely with bar, kitchen, security & entertainment teams.
• Ensure smooth crowd control, entrance management, table seating & bottle service coordination.
• Align operations to venue branding & service theme standards.

✅ 3. People Management & Training

• Recruit, onboard, coach & manage guest relations staff & host team.
• Create staff schedules, performance KPIs & grooming standards.
• Conduct service training, safety briefings & SOP refreshers.
• Mentor junior managers & hospitality leaders.

✅ 4. Hospitality Sales & Revenue Management

• Drive VIP table sales, premium bottle packages & event bookings.
• Monitor sales targets, table allocations & revenue per guest metrics.
• Support pricing strategy, promotions & membership programs.
• Work with finance on cost control and expense tracking.

✅ 5. Events & Entertainment Coordination

• Coordinate special events, DJ nights, artist appearances & private bookings.
• Liaise with promoters, marketing team & entertainment suppliers.
• Ensure seamless execution of theme events & premium activations.

✅ 6. Compliance, Licensing & Safety Protocols

• Ensure operations adhere to Singapore policies related to:
  Police Licensing & Regulatory Department (PLRD)
  NEA food & hygiene requirements
  Alcohol service requirements & responsible serving policies
  Safety & emergency SOPs
• Maintain guest safety, incident logs & emergency handling procedures.
• Oversee fire safety, security coordination & CCTV monitoring support.

✅ 7. SOP & Service Excellence

• Develop and enforce standard operating procedures.
• Maintain hospitality service checklists, grooming standards & floor discipline.
• Conduct venue audits and operational quality checks.

✅ 8. Reporting & Administrative Duties

• Prepare daily operations reports, VIP occupancy & service performance metrics.
• Analyse customer feedback & implement improvement action plans.
• Build and manage CRM guest database & loyalty VIP lists.
• Assist in budget planning and operational forecasting.

Required Skills & Competencies

• Strong leadership & team management capability
• Excellent interpersonal, communication & negotiation skills
• Proven guest service and VIP relations background
• Strong conflict management & problem-solving skills
• Ability to manage operations in fast-paced nightlife settings
• Fluent in English; multilingual advantage (Mandarin/Tamil/Malay)

Qualifications

• Diploma/Degree in Hospitality, Business, Events or related field
• Minimum 3–5 years of hospitality / nightlife / luxury service experience
• Strong exposure to premium F&B, hotel, nightlife or entertainment industry
• Knowledge of Singapore nightlife hospitality standards preferred