Job Description

1. Guest Engagement:

• Act as the primary point of contact for guests, ensuring their needs and expectations are consistently met and exceeded.
• Assists in creating tailored experiences for VIPs, repeat guests, and high-profile clients by utilizing guest history and preferences.
• Handles guest feedback, record glitches, and ensure prompt resolution with complete follow-up and closure.
• Communicate guest issues or concerns to senior management for further action.

2. Team Supervision:

• Supervise the daily activities of Guest Relations Officers, ensuring adherence to service standards and lobby coverage.
• Prepare and manage weekly duty rosters to ensure optimal team coverage.
• Mentor and coach the Guest Relations team, fostering a culture of excellence and continuous improvement.
• Work closely with other departments such as Concierge, Butler, and Raffles Club to coordinate events, special requests, and VIP preparations.

3. Operational Excellence:

• Ensure the lobby and Guest Relations desk maintain an impeccable standard of cleanliness and organization and is always manned.
• Conduct regular checks of VIP rooms prior to arrival to ensure standards are met (allocations, amenities, and special requests).
• Monitor and manage KPIs related to guest satisfaction, loyalty, and operational efficiency.
• Maintain a visible presence during peak times, in the lobby, F&B outlets, Raffles Club, Recreation areas, at events, and any other key operational areas determined my management to enhance guest interaction.

4. Personalized Experiences:

• Collaborate with the Guest Relations Manager to develop and implement unique guest touchpoints and experiences.
• Ensure special recognition and bespoke services for repeat guests, high-paying clients, and VIPs.
• Liaise with other departments to curate and deliver personalized guest moments that align with the hotel’s brand.

5. Leadership and Coordination:

• Lead by example, maintaining a professional and approachable demeanor at all times.
• Ensure open lines of communication and collaboration with related departments to handle guest requests and complaints effectively.
• Provide feedback and updates to the Guest Relations Manager regarding operational challenges and opportunities for improvement.

6. Additional Responsibilities:

• Performs related duties and special projects assigned by Senior Management.
• Serves as a brand ambassador, building strong relationships with guests and fostering loyalty.

Key relationships:

• Reports directly to the Guest Relations Manager.
• Collaborates closely with Concierge, Butler, and other operational teams.
• Engages directly with guests, including VIPs and high-profile individuals.

Qualifications

Work Environment:

• High visibility and engagement in guest-facing areas.
• Flexibility to work evenings, weekends, and holidays as required by the operation.

Skills and Attributes

• Exceptional interpersonal and communication skills.
• Proactive and resourceful, with a strong ability to resolve challenges effectively.
• Detail-oriented with a passion for delivering unique guest experiences.
• Strong leadership capabilities, with the ability to inspire and motivate a team.
• Flexible and adaptable, with a forward-thinking and innovative mindset.
• Strong written and verbal communications in English; additional languages are a plus.

Education and Experience

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field preferred.
• Minimum of 3 years in a guest-facing role within luxury hospitality, with supervisory experience.
• Familiarity with multicultural environments and experience serving high-profile clients.

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