Location: Sentosa
Role Summary: The Guest Relation Manager is responsible for managing guest relations and ensuring that guests have a seamless and enjoyable experience. This role involves addressing guest concerns, handling special requests, and maintaining high standards of service. The GRM will also work closely with other departments to ensure guest satisfaction and resolve any issues promptly.
Key Responsibilities:
Guest Service Management: Act as the primary point of contact for guests, addressing inquiries, complaints, and special requests. Ensure that guest interactions are handled with professionalism and empathy. Oversee the guest experience from check-in to check-out.
Complaint Resolution: Resolve guest complaints and issues efficiently and effectively, aiming to turn a negative experience into a positive one.
Implement corrective actions and follow up to ensure satisfaction.
Service Excellence: Maintain high standards of service and hospitality. Monitor and evaluate guest feedback to identify areas for improvement.
Team Coordination:Collaborate with front desk staff, housekeeping, and other departments to ensure smooth operations and high guest satisfaction. Provide training and support to team members on guest relations best practices.
Guest Profiles:Maintain and update guest profiles and preferences to personalize the guest experience.
Utilize guest data to anticipate needs and deliver tailored services.
Reporting and Analysis: Prepare and analyze reports on guest satisfaction and service quality.
Develop and implement strategies to enhance the guest experience based on feedback and data.
Event Coordination: Assist with planning and coordinating special events, VIP visits, and other guest-related activities.
Compliance: Ensure that all guest-related operations comply with company policies and industry regulations.
Job Requirements:
Education and Experience:
Bachelor’s degree in Hospitality Management, Business Administration, or a related field preferred.
Previous experience of at least 07 years in a guest relations or customer service role within the hospitality industry is highly desirable.
Experience in a managerial or supervisory position is a plus.
Skills and Competencies:
Excellent interpersonal and communication skills.
Strong problem-solving abilities and a proactive attitude.
Ability to remain calm and composed under pressure.
Knowledge of hospitality management software and systems.
Strong organizational and multitasking skills.
Attention to detail and a commitment to providing exceptional service.
Ability to work flexible hours, including evenings and weekends if necessary.
Bilingual in English and Mandarin - to liaise with Chinese counterparts.
Personal Attributes:
Empathetic and approachable with a genuine desire to enhance guest experiences.
Professional appearance and demeanor.
Strong leadership and team management capabilities.
High level of integrity and discretion.
This role is key to maintaining and elevating the reputation of a hospitality establishment by ensuring guests receive top-notch service and leave with positive memories.
