Job Description
Join our award-winning luxury waterfront hotel at the heart of Marina Bay and become the face of exceptional hospitality. The Grand Singapore seeks a dynamic Guest Relations Manager to curate unforgettable experiences for discerning international guests. Lead our front-of-house operations with elegance and cultural intelligence while driving guest loyalty through personalized service excellence.
As a key ambassador of our brand, you'll oversee VIP arrivals, manage complex guest requests, and collaborate with F&B and concierge teams to create seamless journeys. This role offers unparalleled exposure to Singapore's thriving tourism industry with opportunities for career advancement within our global hospitality group.
Responsibilities
- Deliver personalized guest experiences anticipating needs of high-net-worth individuals and corporate clients
- Train and mentor front-desk agents on cultural sensitivity and service recovery protocols
- Coordinate with F&B, housekeeping, and security for VIP arrivals and special events
- Implement guest feedback systems and analyze satisfaction metrics for continuous improvement
- Manage room inventory optimization and upselling strategies for premium suites
- Act as crisis manager for guest complaints and operational disruptions
- Develop local partnerships with tourism boards and luxury service providers
Qualifications
- Minimum 5 years in luxury hotel guest relations with 2+ years in supervisory role
- Fluency in English with proficiency in Mandarin or Japanese preferred
- Proven track record in achieving 95%+ guest satisfaction scores
- Certification in hospitality management or equivalent industry training
- Expert knowledge of Singapore tourism attractions and VIP amenities
- Advanced CRM and property management system proficiency
- Ability to work flexible schedules including evenings, weekends, and holidays