Guest Relations Lead - Data-Driven Service & Events

the fullerton bay hotel; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

The Fullerton Bay Hotel in Singapore seeks a seasoned guest experience leader to elevate service across all outlets. You will mentor GREs and GROs, guide floor operations during peak times, and ensure flawless events and guest handling.

Lead data-driven initiatives using CRM and reservation data to optimize guest satisfaction, loyalty, and revenue opportunities, while coordinating high-value group bookings and corporate events.

Qualifications

• Minimum 4–6 years’ experience in guest relations, F&B operations, or supervisory luxury hospitality roles.
• Proven experience in team leadership, data-driven guest management, and events coordination.
• Familiarity with CRM and reservation systems (SevenRooms, Infrasys) for guest analysis, revenue insights, and database management.

Responsibilities

• Champion high standards of Guest Relations services across outlets and touchpoints.
• Mentor GREs and GROs to deliver anticipatory, personalized service for VIPs and regular guests.
• Manage floor operations during high-volume periods or events to ensure a seamless guest experience.
• Handle escalated guest complaints and service recovery with learning and improvements.
• Conduct pre- and post-visit guest follow-ups and analyze feedback to improve service.

Skills

Guest relations leadership

Team leadership

Data-driven guest management

Events coordination

Tools

SevenRooms

Infrasys

Job description

The Fullerton Bay Hotel in Singapore seeks a seasoned guest experience leader to elevate service across all outlets. You will mentor GREs and GROs, guide floor operations during peak times, and ensure flawless events and guest handling.

Lead data-driven initiatives using CRM and reservation data to optimize guest satisfaction, loyalty, and revenue opportunities, while coordinating high-value group bookings and corporate events.