Guest Relations Manager

Position summary statement:

To oversee the smooth operation, management and overall performance of the Front Office Department. To also deliver maximum resident satisfaction by ensuring a consistently high standard of customer service within the department. Has a direct line of authority over all the Front Office.

Primary Responsibilities:

· Maintain a high standard of customer relations/customer service within Front office .

· Ensure and provide flawless, upscale, professional and high class guest service experiences

· Become the Champion in providing all residents with the Local Connection to Singapore and develop and train all current and new Guest Service agents

· Obtains feedback and guest preferences from residents to improve quality standards of service; ensure that personalized service is extended to all residents.

· Reviews and monitors the TrustYou and utilize the residents’ feedback to improve service delivery.

· Analyse customer feedback and provide statistic data on the overall rating to deliver strategic direction to continuously improve overall rating.

· Coordinate all arrivals and departures of special guests (VIPs, SAs etc)

· Handle guest’s complaints, inquiries and requests. Conducts preliminary investigation on guest’s complaints.

· Organize and plan guest programs and activities.

· Monitor plans and executes purchase requisition for Front Office.

· Ensure regular communications meetings are held with front office team.

· Adhere to company credit policies to ensure all revenue expected will be received.

· Carry out all interviews for prospective Front Office associates in the absence of Operations Manager.

· Ensure a full education plan is implemented within Front Office to develop all associates to their full potential.

· Ensures the overall efficiency of handling guest enquiries and documentation of transactions.

· Direct, coach and manage team to ensure all standards and procedures of guest services are adhered to.

· To carry out any other works as instructed by the Operations Manager in support of the Serviced Suites and the Corporate Headquarters

· Responsible for the planning and execution of work schedule and leave plan for Front Office Pa associates.

· Plans, monitors and ensures training development of the staff in the department so as to enhance their work performance and career development and to allow potential staff to assume higher roles.