Senior Guest Experience & Data-Driven Services Lead

THE FULLERTON HOTEL; Singapore; On-site; SGD 47,000 - 78,000; Full time

Job summary

The Fullerton Hotel Singapore is seeking an experienced Guest Relations Leader to elevate service standards across outlets. You will mentor GREs and GROs, oversee floor operations, and ensure seamless guest experiences for VIPs and regular guests.

In this role, you will analyze guest data using SevenRooms and Infrasys to drive personalized offers, manage high-value groups and events, and coach the team to uphold Forbes standards while delivering exceptional hospitality.

Qualifications

• 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 (e.g., SevenRooms, Infrasys) for guest analysis, revenue insights, and database management.

Responsibilities

• Mentor GREs and GROs, manage scheduling, performance reviews, coaching and mentoring.
• Analyze guest data to identify revenue opportunities and personalize guest experiences.
• Coordinate high-value groups and events, ensuring flawless execution and post-event follow-up.
• Lead by example, maintain Forbes service standards, and foster a respectful, inclusive work environment.

Skills

Guest relations

Team leadership

Data analysis

CRM (SevenRooms)

Tools

SevenRooms

Infrasys

Job description

The Fullerton Hotel Singapore is seeking an experienced Guest Relations Leader to elevate service standards across outlets. You will mentor GREs and GROs, oversee floor operations, and ensure seamless guest experiences for VIPs and regular guests.

In this role, you will analyze guest data using SevenRooms and Infrasys to drive personalized offers, manage high-value groups and events, and coach the team to uphold Forbes standards while delivering exceptional hospitality.