VIP Guest Experience & Reservations Specialist

The Supreme HR Advisory Pte. Ltd.; Singapore; On-site; SGD 39,000 - 42,000; Full time

Job summary

The Supreme HR Advisory Pte. Ltd. is seeking a Reservations and Guest Experience professional in Singapore to drive guest satisfaction, manage reservations across channels, and optimise revenue through proactive follow-up and CRM discipline.

You will develop guest profiles, coordinate private dining and events, handle catering enquiries and report on booking trends to support revenue growth. Experience in luxury hospitality and CRM tools is preferred.

Qualifications

• Possess relevant experience in guest relations, reservations, luxury hospitality, fine dining, hotels or premium customer service.
• Experience using reservation management systems and CRM/database tools is preferred.
• Knowledge of restaurants, wine, Italian cuisine or luxury hospitality is an advantage.

Responsibilities

• Manage reservations across telephone, email, online and other designated communication channels.
• Maintain accurate reservation records and ensure guest preferences, dietary requirements and special requests are properly recorded.
• Monitor upcoming reservations, booking patterns, availability and demand.
• Work closely with the Restaurant Manager and operations team to optimise table allocation and restaurant capacity.
• Proactively follow up on pending enquiries and maximise conversion into confirmed reservations.
• Track cancellations, lost enquiries and relevant guest trends where appropriate.
• Develop and maintain strong relationships with regular, corporate and VIP guests.
• Maintain accurate guest profiles, including preferences, special occasions, previous visits and relevant service notes.
• Recognise returning guests and ensure important information is communicated to the restaurant team ahead of service.
• Support guest retention through personalised and appropriate follow-up.
• Maintain the confidentiality and discretion expected when handling guest information.
• Manage private dining, corporate event, celebration and group enquiries from initial contact through confirmation.
• Understand the guest’s requirements and recommend appropriate rooms, menus and dining arrangements.
• Coordinate quotations, menus, seating arrangements, deposits, special requests and other event requirements.
• Proactively follow up on outstanding enquiries to maximise conversion.
• Ensure complete and accurate handover of confirmed events to the restaurant operations team.
• Manage incoming catering and off-site event enquiries.
• Understand client requirements and recommend suitable catering solutions.
• Coordinate quotations, menus, logistics and special arrangements with the relevant departments.
• Follow up actively on outstanding quotations and enquiries.
• Support the development of repeat catering and corporate business.
• Respond promptly, professionally and warmly to guest enquiries across all communication channels.
• Provide accurate information regarding menus, promotions, private dining, events, restaurant policies and other offerings.
• Maintain the highest standards of written and telephone communication.
• Receive guest feedback professionally and with discretion.
• Escalate complaints or sensitive matters to management promptly and ensure appropriate follow-up is completed.
• Maintain accurate information and availability across third-party reservation platforms.
• Develop professional working relationships with reservation and hospitality partners.
• Coordinate relevant promotions and partnership initiatives.
• Support relationships with corporate, financial, concierge and other strategic partners where required.
• Maintain high standards of guest database accuracy.
• Support customer profiling and guest segmentation.
• Prepare basic reservation, enquiry and conversion reports for management.
• Identify booking trends, potential sales opportunities and areas for revenue growth.
• Provide feedback to management regarding guest behaviour, demand patterns and lost-business opportunities.
• Support marketing campaigns and promotions through appropriate guest communication and database management.

Skills

Guest relations

Reservations management

CRM experience

Premium service

Hospitality knowledge

Tools

Reservation systems

CRM/database tools

Job description

The Supreme HR Advisory Pte. Ltd. is seeking a Reservations and Guest Experience professional in Singapore to drive guest satisfaction, manage reservations across channels, and optimise revenue through proactive follow-up and CRM discipline.

You will develop guest profiles, coordinate private dining and events, handle catering enquiries and report on booking trends to support revenue growth. Experience in luxury hospitality and CRM tools is preferred.