About C.O.T.U:
C.O.T.U (Centre Of The Universe) is a premier lifestyle and entertainment venue located on the 38th and 39th floors of CapitaGreen. Spanning 18,000 square feet with stunning city skyline views, C.O.T.U features five unique concepts: Dashi Skypool, Enso steakhouse with Japanese flair, The Whisper Room cocktail bar, Little Birdie progressive cocktail bar, and Dashi Go-Go boutique ultra-lounge. We strive to create unforgettable experiences for our patrons through innovative and dynamic marketing strategies.
Job Overview :
Responsible for Hospitality CRM, Reservations and Members Manager at COTU. You will play a pivotal role in ensuring exceptional guest experiences through effective customer relationship management, streamlined reservations processes, and cultivating a loyal member base. Working closely with the management team, you will oversee various aspects of guest interactions, reservations, and membership programs, contributing to the overall success and reputation of our multi-concept lifestyle and entertainment venue.
Duties and Responsibilities include but are not limited to the following:
Customer Relationship Management (CRM):
- Implement and maintain a comprehensive CRM system to effectively manage guest interactions and preferences.
- Develop personalized guest profiles and utilize data insights to enhance guest experiences and drive repeat business.
- Coordinate with various departments to ensure seamless communication and service delivery based on guest preferences and feedback.
Reservations Management:
- Oversee the reservations process for all venues within COTU, including dining, lounges,and special events.
- Monitor reservation systems and platforms to optimize table turnover, maximize seating. capacity, and minimize wait times.
- Coordinate with the culinary and operations teams to ensure efficient allocation of resources and seamless guest experiences.
Membership Program Management:
- Manage member databases, enrollment processes, and membership communications to ensure a personalized and engaging experience for members.
Guest Satisfaction and Feedback:
- Monitor guest satisfaction levels through surveys, reviews, and feedback mechanisms, and implement strategies to address areas for improvement.
- Proactively resolve guest issues and concerns to ensure a positive and memorable experience at COTU.
- Regularly review guest feedback and performance metrics to identify trends, opportunities, and areas of excellence.
Team Leadership and Training:
- Schedule, lead and motivate a team of reservations and guest services staff, providing guidance, support, and ongoing training to ensure exceptional service standards.
- Foster a culture of hospitality excellence, professionalism, and continuous improvement among team members.
- You will be tasked with the goal of increasing each guests experience every time they enter the venue.
