Job Description
Join the heart of Singapore's luxury hospitality scene as a Guest Relations Manager at The Grand Singapore Hotel. We seek an exceptional leader to curate unforgettable experiences for our discerning international clientele in our 5-star waterfront property. This role combines strategic relationship management with operational excellence in one of Asia's premier tourism destinations.
Responsibilities
- Lead guest experience initiatives, ensuring personalized service delivery exceeding 5-star standards
- Manage VIP guest profiles and coordinate bespoke experiences including private tours and exclusive access
- Oversee front-of-house operations during peak periods and troubleshoot complex guest concerns
- Analyze guest feedback trends and implement service improvement strategies
- Train and mentor guest relations team on cultural sensitivity and multilingual communication
- Collaborate with F&B and concierge departments to create seamless guest journeys
- Monitor competitor service offerings and industry best practices
Qualifications
- Minimum 5 years in luxury hotel guest relations with 2+ years in supervisory role
- Fluency in English and Mandarin; proficiency in Japanese/Korean highly desirable
- Certification in Hospitality Management or Tourism degree preferred
- Proven track record in revenue generation through upselling and loyalty programs
- Expertise in Opera PMS and CRM systems
- Exceptional crisis management and conflict resolution skills
- Valid Singapore Work Permit or Singaporean/PR citizenship