Guest Relations Supervisor

Raffles Hotels & Resorts

Job Description

• Guest Engagement:
• Act as the primary point of contact for guests, ensuring their needs and expectations are consistently met and exceeded.
• 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 VIP preparations.
• Operational Excellence:
• Ensure the lobby and Guest Relations desk maintain an impeccable standard of cleanliness and organization and is always manned.
• Conduct regular checks of VIP rooms prior to arrival to ensure standards are met (allocations, amenities, and special requests).
• Monitor and manage KPIs related to guest satisfaction, loyalty, and operational efficiency.
• Maintain a visible presence during peak times, in the lobby, F&B outlets, Raffles Club, Recreation areas, at events, and any other key operational areas determined my management to enhance guest interaction.
• Personalized Experiences:
• Collaborate with the Guest Relations Manager to develop and implement unique guest touchpoints and experiences.
• Ensure special recognition and bespoke services for repeat guests, high-paying clients, and VIPs.
• Liaise with other departments to curate and deliver personalized guest moments that align with the hotel s brand.
• Leadership and Coordination:
• Lead by example, maintaining a professional and approachable demeanor at all times.
• Ensure open lines of communication and collaboration with related departments to handle guest requests and complaints effectively.
• Provide feedback and updates to the Guest Relations Manager regarding operational challenges and opportunities for improvement.
• Additional Responsibilities:
• Performs related duties and special projects assigned by Senior Management.
• Serves as a brand ambassador, building strong relationships with guests and fostering loyalty.

Key Relationships

• Reports directly to the Guest Relations Manager.
• Collaborates closely with Concierge, Butler, and other operational teams.
• Engages directly with guests, including VIPs and high-profile individuals.