Guest Relations Manager (Japanese Speaking)

Job ID: 19616

• Location: Tanjong Pagar

• Working hours: 44 hours per week (shift work)

• Salary: up to $5,000 (Depending on experiences)

Job Description

1. Responsible for the overall smooth operations of Front Office functions i.e. Reception, Concierge, Communications and the Club Lounge.
2. Acts as the key contact for any guest issue or Hotel emergency in the absence of the Senior Management Team.
3. Handles all guest complaints and feedback in a professional manner, especially Japanese speaking guests to ensure their requests have been met to their satisfaction.
4. Joint sales calls with Sales Team to Japanese companies.
5. Ensures all reception and cashiering procedures are performed in accordance with established standards and procedures of the Hotel.
6. Provides leadership and support to the team through guidance and training.
7. Leads by example and fosters a positive work culture that encourages teamwork, accountability and excellence.
8. Attends daily internal operations meeting in the absence of Front Office Manager.
9. Reviews guest preferences and feedback to the Management.
10. Keeps abreast of market practices and recommends new suitable work processes for better efficiency and productivity.
11. Drives and promotes Front Office’s goals and initiatives such as Upselling goals, Trip Advisor ranking etc.
12. Develops and implements strategies to enhance guest satisfaction and loyalty.
13. Conducts regular performance evaluation and provides feedback to team members to ensure each team member is on the right direction.
14. Participates in recruitment and onboarding processes for new staff members.
15. Assists with budgeting, financial reporting, and cost control measures.
16. Conducts regular checks to ensure the service standards of Front Office staff are in compliance with Hotel’s stipulated standards.
17. Conducts regular team meetings and training sessions to communicate updates, share best practices and address any issues.
18. Demonstrates strong leadership, communication and problem-solving skills to effectively manage the Front Office Team.
19. Upholds the Hotel’s brand standards and values and ensures consistency in service delivery.
20. Ensures that the Front Office complies with all regulatory requirements, including health, safety, and Ministry of Manpower (MOM) laws.
21. Responsible to carry out any other duties and responsibilities as and when assigned by the Management.

Job Requirement

1. Strong interpersonal and communication skills
2. At least 2 years of hospitality experience
3. Diploma in Hotel Management and/or Diploma in Tourism Studies preferred
4. Possesses excellent knowledge on Opera system
5. Proficient in MS Word, Excel and PowerPoint applications
6. Basic foundation of F&B service operations knowledge preferred
7. Able to work on weekends/public holidays and 3 rotating shifts

Only shortlisted candidates will be notified, other applications will be updated to our database for future job opportunities.