Assistant Guest Relations Manager

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. 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:

. Minimum Diploma in a related discipline with 3-5 years relevant experience, and/or training in similar capacity or equivalent combination of education and experience.

. Passion for service excellence and high service standards