Assistant Guest Relations Manager [Lobby Lounge]

ESSENTIAL DUTIES AND RESPONSIBILITIES

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

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