At Shangri-La Singapore we are a heart-warming family. We share something powerful - our genuine care and respect for others. Our strength lies beyond our harmonious surroundings and hideaway locations. It lies in our core values that guide us to treat each and everyone with honour, as kin, as family. We strive to be the preferred employer by providing great benefits, tranquil and sincere working environment, work-life balance and effort recognitions.
Set in 15 acres of lush greenery just minutes from the vibrant Orchard Road shopping belt, the Shangri-La Hotel, Singapore is a tranquil, sophisticated urban retreat whether travelling for business or leisure. It features 792 luxurious guestrooms and suites across three distinct wings, which include unique family-themed rooms, supported by a host of dedicated family-focused amenities.
We are looking for an Assistant Guest Relations Manager to join the team!
The Assistant Guest Relations Manager is responsible for supervising the Guest Relations Department to ensure smooth operations, managing guest satisfaction through recognition, communication and problem resolution, and ensuring all processes comply with company policies and service standards.
Key Responsibilities
General/Technical Knowledge
- Maintain comprehensive knowledge of Front Office operational systems, including Guest Services/Switchboard and other related systems.
- Maintain thorough knowledge of Shangri-La's Front Office standard operating procedures, as well as current corporate and local Rooms programmes.
People Management
- Ensure smooth Front Office operations by maintaining effective department organisation, staffing, and productivity based on forecasted occupancy.
- Identify training needs and collaborate with the Front Office Trainer to implement and manage training programmes for Front Office departments.
- Foster a positive, team-oriented work environment and strengthen communication channels to support teamwork, guest care, and efficient information flow.
Customer Loyalty
- Ensure guest preferences are accurately collected, recorded, and support guest recognition programmes.
- Drive guest satisfaction and loyalty by modelling exceptional service, actively seeking guest feedback, and ensuring prompt response and follow-up on feedback.
- Supervise and guide staff to ensure adherence to hotel policies and procedures while encouraging cross-department participation in collecting guest preferences.
Operations and Control
- Review daily operations by checking VIP arrivals/departures, room blocks, previous shift logs, upcoming events, and coordinating pre-arrival communications and special guest setups.
- Monitor and manage staffing, Guest Service Centre and Business Centre activities, and ensure readiness of welcome letters, allergy notices, and other gues preparation tasks.
- Oversee VIP and limousine arrivals/departures, ensuring personal welcomes, in-room check-ins, and personalised farewells by the Guest Relations team.
- Ensure smooth hotel operations by inspecting public areas and family floors, coordinating with departments, driving upselling initiatives, and preparing VIP reports and next-day arrival requirements.
- Take operational leadership when required, ensuring guest and employee safety, handling decisions in the absence of senior managers, supporting CSR/environmental initiatives, and managing team responsibilities such as recruitment, training, rostering, and performance management.
Key Requirements
- Has at least 4 years experience in Guest Relations/Guest Services related roles, preferably in Hotel settings.
- Has a pleasant disposition and enjoys interacting with guests.
