Guest Relations Manager

Company IntroductionSunset Hospitality Group is a leading multinational lifestyle hospitality group, with a wide portfolio encompassing Hotels & Resorts, Restaurants, Beach Clubs, Nightclubs, Fitness Centers, and more.SHG operates over 81 venues and with presence in 22 countries with a commitment to deliver authentic & diverse hospitality experiences that bring people together, all around the world.

Located atop of Capital Tower, SUSHISAMBA brings its unique blend of Japanese, Brazilian, and Peruvian culture, and cuisine to Singapore. The venue features a stunningly designed bar, breathtaking panoramic 360-degree views overlooking the cityscape and sea views, along with intimate private dining rooms and the exclusive SAMBAROOM, a concept that brings together SUSHISAMBA’s signature ethos of fun-dining with high-energy parties that span from sundown till late.

We are looking for a Guest Relations Manager will be responsible for effectively and efficiently manage guest and customer inquiries and ensure all guests are recognized and welcomed and deliver the highest possible standards of service and being pro-active in maintaining and/or improving turnover.

Day to day Responsibilities:Responsible for the entire Guest Relations department procedures and processes.Ensure that Guest Relation department are working aligned with established procedures and processes to sustain consistency.To ensure all telephone calls are handled politely, timely and efficiently. Ascertaining and accurately meeting the caller’s needs.Ensure consistent communication from the department to the Manager on duty. In that all customer requests and feedback are responded to promptly and efficiently.Ensure constant delivery of excellent customer serviceIncrease repeat business through relationship building and interaction.Actively seek opportunities to increase revenue.Understand the competitive marketplace through analysis of trends and data and build strategic approach to manage trends.To communicate and track reservations and special requests made by the guests, coordinating with the relevant departments to ensure seamless executionAssign daily tasks to Hostess/Host and Reservation Agents.Responsible for the work schedule of Hostess & Reservation Agent staff.Review booked reservations and arrival reports daily.Ensure smooth communication in regard to bookings and occupancy.Performs other duties pertinent to this job as assigned.

Technical SkillsStrong computer literacy, particularly in Microsoft Office and Windows applications.Experience with restaurant POS systems, reservation platforms, and operational management systems.

Knowledge, Skills, and ExperienceBachelor’s Degree or Diploma in Hospitality Management, or a related field from a reputable university.Minimum 3 - 4 years of similar experience within a high-end, high-volume restaurant or luxury hospitality environment.Prior experience in SevenRooms system will be an added advantageFluent in English and excellent communication and management skillsExcellent planning and budgetary skillsGood business awareness including external markets and competitor positions