Guest Engagement

• Act as the primary point of contact for guests ensuring their needs and expectations are consistently met and exceeded.
• Assists in creating tailored experiences for VIPs repeat guests and high-profile clients by utilizing guest history and preferences.
• Handles guest feedback record glitches and ensure prompt resolution with complete follow-up and closure.
• Communicate guest issues or concerns to senior management for further action.

Team Supervision

• Supervise the daily activities of Guest Relations Officers ensuring adherence to service standards and lobby coverage.
• Prepare and manage weekly duty rosters to ensure optimal team coverage.
• Mentor and coach the Guest Relations team fostering a culture of excellence and continuous improvement.
• Work closely with other departments such as Concierge Butler and Raffles Club to coordinate events special requests and V...