Guest Relations Executive- Lantern

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

Job summary

A leading luxury hotel in Singapore is looking for a passionate Guest Relations Executive to enhance the guest experience at Lantern. You will be the first point of contact for guests, ensuring a personalized and memorable experience. Key responsibilities include managing reservations, engaging with guests, and supporting events. The ideal candidate has a customer-oriented mindset, excellent people skills, and at least six months of related experience. Join us in creating an exceptional atmosphere at one of the city's premier rooftop bars.

Qualifications

• Minimum six months related experience.
• Patience and a customer-oriented approach.
• Strong interpersonal abilities.

Responsibilities

• Provide a warm and welcoming service to guests.
• Manage reservations and ensure guest satisfaction.
• Collaborate with teams to maintain service quality.

Skills

Customer-oriented approach

Excellent people skills

Job description

About Lantern

Lantern at Fullerton Bay is already celebrated for its distinctive character, approachable style, and vibrant social atmosphere. Poised to transform into a leading social and cocktail destination, Lantern will blend creativity, sophistication, and a relaxed, welcoming vibe. Our vision is to reimagine the bar experience with a bold, innovative beverage program, engaging activations, and a dynamic atmosphere that sparks connection and celebration. We are now seeking passionate, talented, and creative individuals to join us on this journey—people who thrive in a fast‑paced environment, love crafting memorable guest experiences, and want to play a key role in shaping 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, responsible for 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.

ESSENTIAL DUTIES AND 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