Guest Relations Executive-Bar - THE FULLERTON BAY HOTEL

Roles & Responsibilities

About Lantern

Lantern at Fullerton Bay is already celebrated for its distinctive character, approachable style, and vibrant social atmosphere. Poised to transform into a leading social and cocktail destination, Lantern will blend creativity, sophistication, and a relaxed, welcoming vibe. Our vision is to reimagine the bar experience with a bold, innovative beverage program, engaging activations, and a dynamic atmosphere that sparks connection and celebration. We are now seeking passionate, talented, and creative individuals to join us on this journey—people who thrive in a fast-paced environment, love crafting memorable guest experiences, and want to play a key role in shaping Lantern’s identity as a must-visit, standalone bar in the heart of the city.

As a Guest Relations Executive, you will be responsible for upholding the highest quality standards for the food and beverage (F&B) operations in our restaurants, bars and to fulfil room service requests.

The Guest Relations Executive is the first point of contact for Lantern’s guests, responsible for delivering warm, story-driven, and intuitive luxury service. This role ensures a seamless, memorable guest experience while supporting events, activations, and the outlet’s positioning as a leading luxury rooftop bar.

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

• Project a professional and welcoming image to the business and be active in seeking and developing relationships to drive reservations
• Provide the perfect first impression with a smile and welcome
• Greet, welcome, and engage guests, delivering a personalized, story-driven experience aligned with Lantern’s concept “Classics Recrafted : Stories from the Pier.”
• Manage reservations, VIP bookings, and walk-ins, ensuring optimal table allocations and flow.
• To ensure that guest on every table receives attention and service.
• To monitor and handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction.
• Support guest satisfaction initiatives, including NPS tracking, feedback follow-up, and service recovery.
• To prepare a monthly report of guest comments, guest list and report that assist business decision.
• Have a full understanding of Operating Procedures and their role within these standards
• Collaborate with bar and floor teams to maintain ambiance, visual presentation, and service quality.
• Confidently take an order asking all relevant questions linked to sequence of service
• Ensure problems are dealt with immediately and proactively with the support of Outlet Manager
• Assist with private bookings and events, liaising with clients to ensure seamless execution.
• Act as brand ambassador, communicating the Lantern story, signature cocktails, and event highlights to guests.
• Maintain knowledge of menu, promotions, seasonal offerings, and storytelling elements for guest-facing interactions.
• Support marketing and CRM initiatives by capturing guest data, encouraging loyalty program sign-ups, and promoting upcoming events.
• Support Lantern’s programming, including themed nights, mixology masterclasses, live music events, and storytelling series.
• Collaborate with bar, marketing, and floor teams to maintain ambiance, visual presentation, and service quality during events.
• Promote upcoming events, seasonal promotions, and loyalty initiatives to enhance guest engagement and repeat visitation.

Requirements :

Tell employers what skills you have

CRM

Front Office

Restaurants

Housekeeping

Composition

VIP

Service Recovery

Guest Relations

Approachable

Cashiering

Facility Maintenance

Storytelling

Customer Service

Cocktails

Safety Training

Hospitality