Assistant Guest Relations Manager

We are in the luxury hotel business in central Singapore; offering business and leisure travelers contemporary rooms and suites filled with opulent amenities and elegant furnishings, alongside first-rate facilities, exquisite French and local cuisines in our all-day dining restaurant, bar and a huge convention space with meeting rooms and 2 ballrooms to cater to corporate, meeting guests as well as leisure function events including weddings & dinner & dances.   We represent the renowned French living and Sofitel hospitality in Singapore.

• Assist the Director of Guest Relations to lead a team of Guest Experience Ambassadors & Club Operations Ambassadors and ensure that all of the functions work well together to provide a memorable and seamless hotel experience for all guests.
• Engage with guests at all touch points, ensuring satisfaction and creating opportunities for cousu main moments as well as proactively identifying and taking action on areas for service recovery.
• Approach guest as a MCI-host. Guide check-in guests in the use of the MCI App and complete a seamless mobile self check-in and generate a digital room key, and more importantly beat any queues at the Reception and totally skip Reception for check-in. 
• During the process, room the guests and promote the other Hotel facilities and restaurants/bar.
• Ensure that all guest requests are efficiently delegated to Housekeeping, Front Office, Concierge, Food & Beverage and other relevant hotel departments, and that follow up is completed to ensure guest satisfaction.
• Ensure that all requests are taken care of punctually to a level that meets and exceeds guest’s expectations.
• Facilitate and drive continuous excellence through regular management review of key goals and strategies for hotel, departmental functions and key processes.
• Facilitate timely corrective action planning and implementation to support the continuous improvement in the area of guest experience.
• Monitor and analyse guest feedbacks (complaints/congratulations/inquiry) from Social Media, Emails, Call Centre, etc. and facilitate action plans necessary for improvements.
• Review hotel operations and key touch points from a guest’s perspective on a regular basis, ensuring that the guest experience is at the heart of all implemented services and procedures.
• Assist with training activities focused on guest experience and satisfaction.
• Assist with coordination of VIP amenities (accordingly to VIP type).
• Regular liaison with Engineering, Front Office and Housekeeping, ensuring that engineering requests are logged, tracked and completed quickly, focusing on guest needs as a priority.
• Be on hand to meet with first time guests and VIPs upon arrival to escort them to reception.
• Carry out pre arrival telephone calls to VIP guests to gather information to assist in delivery of ‘cousu main’ guest service.
• Carry out courtesy calls to VIP guests and to contact them personally after arrival and during stay to ensure that he/she is completely satisfied as we acknowledge and show appreciation for the guest’s loyalty.
• Coordinate guest history updates from the other departments, to note both successful experiences and recommendations.
• Work together with all departments to achieve a reputation as a market leader in individualized customer focused service.
• In the absence of the Guest Experience Manager, ensure that Club and Pool Operations are smooth in coordination with the Director of F&B, including reception, F&B and housekeeping requirements.
• Adhere to Emergency Communication procedures and ensures that enquiries from the media are only responded to by the nominated spokesperson.
• Any other duties assigned by Superior or Management.

• Previous experience in a similar role, preferably within a 5 star luxury environment.
• Passion for high end hospitality with an absolute eye for detail.
• A demonstrated ability to build warm relationships and gain trust at all levels.
• Excellent listening and negotiation skills.
• Ability to lead, develop and mentor the Guest Experience team.
• Recruitment, selection and training of team members.
• Projects professional image at all times through personal presentation/ interpersonal skills.
• Initiates contacts and establishes rapport easily.
• Organises time and work efficiently.
• Excellent verbal andwritten communication skills.
• Has the aptitude and willingness to undertake further development with Sofitel.

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