Guest Relations Executive-Bar

THE FULLERTON BAY HOTEL; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A luxury hotel in Singapore is seeking a passionate Guest Relations Executive for Lantern, a dynamic bar. The role involves ensuring memorable guest experiences, managing reservations, and promoting events. Ideal candidates will have six months of relevant experience and strong people skills. Join us to help shape a vibrant social atmosphere in the heart of the city.

Qualifications

• Six months related experience is required.
• A customer-oriented approach and patience are essential.
• Excellent people skills to interact with guests.

Responsibilities

• Greet, welcome, and engage guests with a personalized experience.
• Manage reservations and ensure optimal table allocations.
• Monitor and handle guest complaints to ensure satisfaction.
• Act as a brand ambassador for Lantern's story and promotions.
• Support guest satisfaction initiatives and maintain service quality.

Skills

Excellent people skills

Customer-oriented approach

Ability to manage complaints

Reservation management

Job description

Overview

Lantern at Fullerton Bay is celebrated for its distinctive character, approachable style, and vibrant social atmosphere. Lantern aims to transform into a leading social and cocktail destination with a bold, innovative beverage program, engaging activations, and a dynamic atmosphere that sparks connection and celebration. Lantern seeks passionate, talented, and creative individuals who thrive in a fast-paced environment, love crafting memorable guest experiences, and want to help shape Lantern’s identity as a must-visit, standalone bar in the heart of the city.

As a Guest Relations Executive, you will be responsible for upholding the highest quality standards for the food and beverage (F&B) operations in our restaurants, bars and to fulfil room service requests. The Guest Relations Executive is the first point of contact for Lantern’s guests, delivering warm, story-driven, and intuitive luxury service. This role ensures a seamless, memorable guest experience while supporting events, activations, and the outlet’s positioning as a leading luxury rooftop bar.

Responsibilities

• Project a professional and welcoming image to the business and be active 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 of menu, 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 masterclasses, 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

• Six months related experience
• Customer-oriented approach and patience
• Excellent people skills