Assistant Guest Relations Manager [Lobby Lounge]

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned

· Keep abreast of changes in F&B especially high end bar trends and be proactive and resourceful in the analysis of such emerging trends and guests changing needs/preference.

· Champion high standards of Guest Relation services at all areas, and actively work to uphold such high standards by providing constant and honest feedback to all related team members/ and coaching them

· Establish rapport with guests, maintaining good relationship and handle all guest feedback, complains, service recovery in a timely manner.

· Be the key contact person to personally look after event organisers, in order to ensure that all operating departments involved, are following through the event requirements seamlessly; personally and frequently verifying that guests attending the events/patronising outlet are receiving the best possible service in a consistent fashion and to pre-empt/ spot possible shortfalls, providing solutions to remediate it in a timely manner.

· Drive and develop guest engagement and satisfaction programs, targeting customer’s loyalty/ repeat business, aiming high guest return ratio.

· Review, impellent and ensure effective and efficient service standards, with the aim to achieve service excellence and organizational goals.

· Be on the floor during meal periods, performing The Fullerton Ambassador role, to welcome, usher, bid farewell to VIPs and event’s organisers/ planners, building rapport, assessing satisfaction and ensuring repeat business from these stakeholders

· Drive Tripadvisor ranking in all outlets, keeping the team focused on targets.

· Maintain a good rapport and working relationship with all staff, not only within the F&B department but all other departments in both hotels and precinct.

· Maintain high standards of department, personal grooming at all times, being a role model to the team.

Requirements:

· Minimum Diploma in a related discipline with 3-5 years relevant experience, and/or training in similar capacity; or equivalent combination of education and experience.

· Passion for service excellence and high service standards