Assistant Guest Relations Manager (Lobby Lounge)

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

Guest Experience & Service Leadership

• Champion high standards of Guest Relations services across all outlets and touchpoints, providing mentorship and coaching to GREs and GROs.

• Ensure GREs are delivering anticipatory, personalized service, including greetings, table guidance, menu presentation, and farewell, for VIPs and regular guests.

• Manage floor operations as needed, stepping in during high-volume periods or events to ensure seamless guest experience.

• Handle escalated guest complaints and service recovery in a timely, professional manner, ensuring learning and process improvement are implemented.

• Conduct pre- and post-visit guest follow-ups, analyzing guest feedback to improve service and anticipate future preferences.

Guest Data & Analytics

Use reservation and CRM systems (Sevenrooms) to generate actionable insights on:

• Guest visit frequency, preferences, and loyalty metrics

• Spending patterns and average check values by guest segment

• Booking and cancellation trends

• Guest feedback scores

• Segment guest data for targeted engagement campaigns, promotions, and upselling initiatives.

• Develop guest persona profiles, tracking VIPs, high-spending clients, and frequent visitors for personalized service and offers.

• Monitor trends in group bookings, corporate clients, and events to inform operational planning and marketing initiatives.

• Analyze market trends, competitor activity, and compset data to optimize guest offerings and pricing strategies.

Reservations, Group Bookings & Event Management

• Act as key liaison for high-value groups and events, coordinating all F&B and operational requirements.

• Ensure flawless event execution, from table setup, menu presentation, guest management, to post-event follow-up.

• Make data-informed decisions on table allocation, staffing, and service flow to maximize guest satisfaction and operational efficiency.

• Collaborate with Outlet Managers to monitor event profitability and revenue performance, identifying upsell and repeat business opportunities.

Team Leadership & Development

• Directly supervise GREs and GROs, including scheduling, performance reviews, coaching, and mentoring.

• Identify and implement training and development plans for junior team members to ensure consistent service standards.

• Monitor team adherence to SOPs, brand standards, and Forbes service requirements.

• Foster a motivating, inclusive, and professional work environment, promoting accountability, recognition, and continuous improvement.

Financial & Business Performance (Data-Driven)

• Analyze guest data to identify revenue opportunities, high-value segments, and potential repeat business.

• Work with Outlet Managers to optimize menu offerings, upselling, promotions, and loyalty programs based on guest behavior.

• Monitor and report on average spend per guest, booking trends, group/event profitability, and CRM KPIs.

• Provide actionable insights for top-line growth, aligning operational decisions with guest data intelligence

Standards, Compliance & Professional Conduct

• Maintain exemplary grooming, etiquette, and professional presentation at all times

• Adhere strictly to hotel SOPs, hygiene, safety, and operational standards

• Ensure confidentiality, integrity, and accuracy in handling guest data and financial transactions

• Promote a safe, respectful, and inclusive work environment

• Promote a positive, professional, and service-driven bar environment

• Lead by example in grooming, appearance, punctuality, and professionalism

• Encourage teamwork, accountability, and pride in beverage service excellence

• Support a respectful, inclusive, and safe workplace culture

Requirements:
• Minimum 4–6 years’ experience in guest relations, F&B operations, or supervisory luxury hospitality roles, with exposure to high-volume or multi-outlet operations.

• Proven experience in team leadership, data-driven guest management, and events coordination.

• Familiarity with CRM and reservation systems (e.g., SevenRooms, Infrasys) for guest analysis, revenue insights, and database management.