Company Description

We are in the luxury hotel business in central Singapore; offering business and leisure travelers contemporary rooms and suites filled with opulent amenities and elegant furnishings, alongside first-rate facilities, exquisite French and local cuisines in our all-day dining restaurant, bar and a huge convention space with meeting rooms and 2 ballrooms to cater to corporate, meeting guests as well as leisure function events including weddings & dinner & dances. We represent the renowned French living and Sofitel hospitality in Singapore.

Job Description

Assist the Director of Guest Relations to lead a team of Guest Experience Ambassadors & Club Operations Ambassadors and ensure that all of the functions work well together to provide a memorable and seamless hotel experience for all guests.
Engage with guests at all touch points, ensuring satisfaction and creating opportunities for cousu main moments as well as proactively identifying and taking action on areas for service recovery.
Approach guest as a MCI-host. Guide check-in guests in the use of the MCI App and complete a seamless mobile self check-in and generate a digital room key, and more importantly beat any queues at the Reception and totally skip Reception for check-in.
During the process, room the guests and promote the other Hotel facilities and restaurants/bar.
Ensure that all guest requests are efficiently delegated to Housekeeping, Front Office, Concierge, Food & Beverage and other relevant hotel departments, and that follow up is completed to ensure guest satisfaction.
Ensure that all requests are taken care of punctually to a level that meets and exceeds guest's expectations.
Facilitate and drive continuous excellence through regular management review of key goals and strategies for hotel, departmental functions and key processes.
Facilitate timely corrective action planning and implementation to support the continuous improvement in the area of guest experience.
Monitor and analyse guest feedbacks (complaints/congratulations/inquiry) from Social Media, Emails, Call Centre, etc. and facilitate action plans necessary for improvements.
Review hotel operations and key touch points from a guest's perspective on a regular basis, ensuring that the guest experience is at the heart of all implemented services and procedures.
Assist with training activities focused on guest experience and satisfaction.
Assist with coordination of VIP amenities (accordingly to VIP type).
Regular liaison with Engineering, Front Office and Housekeeping, ensuring that engineering requests are logged, tracked and completed quickly, focusing on guest needs as a priority.
Be on hand to meet with first time guests and VIPs upon arrival to escort them to reception.
Carry out pre arrival telephone calls to VIP guests to gather information to assist in delivery of cousu main guest service.
Carry out courtesy calls to VIP guests and to contact them personally after arrival and during stay to ensure that he/she is completely satisfied as we acknowledge and show appreciation for the guest's loyalty.
Coordinate guest history updates from the other departments, to note both successful experiences and recommendations.
Work together with all departments to achieve a reputation as a market leader in individualized customer focused service.
In the absence of the Guest Experience Manager, ensure that Club and Pool Operations are smooth in coordination with the Director of F&B, including reception, F&B and housekeeping requirements.
Adhere to Emergency Communication procedures and ensures that enquiries from the media are only responded to by the nominated spokesperson.
Any other duties assigned by Superior or Management.

Qualifications

Previous experience in a similar role, preferably within a 5 star luxury environment.
Passion for high end hospitality with an absolute eye for detail.
A demonstrated ability to build warm relationships and gain trust at all levels.
Excellent listening and negotiation skills.
Ability to lead, develop and mentor the Guest Experience team.
Recruitment, selection and training of team members.
Projects professional image at all times through personal presentation/ interpersonal skills.
Initiates contacts and establishes rapport easily.
Organises time and work efficiently.
Excellent verbal andwritten communication skills.
Has the aptitude and willingness to undertake further development with Sofitel.

Additional Information

Assistant Guest Relations Manager