Job Description
Join the heart of Singapore's luxury hospitality scene at The Grand Singapore. We're seeking an exceptional Guest Relations Manager to craft unforgettable experiences for our discerning international clientele. Lead our front-of-house operations with elegance and precision while driving guest satisfaction scores to new heights. This role offers unparalleled growth in one of Asia's premier tourist destinations.
Responsibilities
- Oversee all front-of-house operations including concierge, check-in/check-out, and VIP guest services
- Train and mentor guest relations team on luxury service standards and cultural sensitivity
- Resolve complex guest complaints with innovative solutions exceeding expectations
- Coordinate with F&B and housekeeping departments for seamless guest experiences
- Analyze guest feedback to implement service improvements and operational enhancements
- Manage VIP arrivals including personalized itineraries and exclusive arrangements
- Collaborate with sales team to ensure smooth event and group check-in processes
Qualifications
- 5+ years in luxury hospitality with minimum 2 years in guest relations leadership
- Fluency in English with proficiency in Mandarin or Japanese preferred
- Proven track record of achieving 95%+ guest satisfaction scores
- Certified in Hotel Management or equivalent hospitality degree
- Expert knowledge of Singapore's tourism landscape and attractions
- Advanced conflict resolution and emotional intelligence skills
- Proficient in Opera PMS and CRM systems
- Valid Singapore work permit required