Guest Service Manager

AJ35 PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading hospitality company in Singapore is looking for a dedicated Guest Relations Manager to ensure exceptional service and satisfaction. The ideal candidate will oversee daily operations, manage staff, and implement service standards. Key responsibilities include guest engagement, complaint resolution, and performance monitoring. Experience in hospitality is a plus, and the role involves fostering a positive team culture focused on excellence.

Qualifications

• Strong interpersonal and communication skills essential for providing excellent guest service.
• Ability to manage a team and foster a positive work environment.
• Experience in hospitality or customer service preferred.

Responsibilities

• Ensure guests receive a warm welcome and attentive service throughout their visit.
• Supervise daily operations at the entrance, reception, and service areas.
• Recruit, train, and schedule guest service staff.
• Implement and monitor service protocols and brand standards.
• Monitor guest service budgets and prepare performance reports.
• Engage with guests through social media or feedback platforms.
• Act as the first point of contact for guest issues.

Job description

1. Guest Relations

• Ensure guests receive a warm welcome and attentive service throughout their visit.
• Handle complaints, feedback, and special requests promptly and professionally.
• Maintain high standards of customer satisfaction and loyalty.

2. Front-of-House Operations

• Supervise daily operations at the entrance, reception, and service areas.
• Oversee reservations, seating arrangements, and guest flow management.
• Coordinate with bar, kitchen, and floor staff to ensure smooth service.

3. Staff Management

• Recruit, train, and schedule guest service staff (hosts, servers, bartenders).
• Conduct performance evaluations and provide coaching.
• Foster a positive team culture focused on hospitality excellence.

4. Service Standards & Compliance

• Implement and monitor service protocols and brand standards.
• Ensure compliance with health, safety, and licensing regulations.
• Train staff in responsible alcohol service and food safety practices.

5. Financial & Administrative Duties

• Monitor guest service budgets, payroll, and resource allocation.
• Track sales performance and guest satisfaction metrics.
• Prepare reports for management on service quality and operational efficiency.

6. Marketing & Guest Engagement

• Support promotions, events, and loyalty programs.
• Engage with guests through social media or feedback platforms.
• Build relationships with regular patrons and community partners.

7. Problem-Solving & Crisis Management

• Act as the first point of contact for guest issues.
• Manage emergencies (medical, safety, or operational disruptions).
• Ensure contingency plans are in place for peak hours or unexpected challenges.