Guest Relations Manager (Manhattan)

About the role

As a Guest Relations Manager you will be the face of hospitality, ensuring every guest feels like a VIP. Based in our Singapore hotel, you will lead the restaurant and bar teams, create memorable dining experiences and maintain strong relationships with regulars, club members and VIPs.

Key responsibilities

• Streamline communication with team members and guests to achieve consistent results.
• Anticipate and secure all necessary materials and supplies.
• Promote teamwork and maintain a harmonious working environment.
• Maintain and update guest databases, including regulars, American Whiskey Club members, and VIP profiles.
• Manage communications and reservations for club members, groups, media and VIPs.
• Oversee menu planning and EDM creation for special events.
• Track guest birthdays, anniversaries and preferences to personalize service.
• Conduct competition analysis and adjust pricing or promotions accordingly.
• Take ownership of restaurant and bar operations, from order taking to service delivery.
• Handle guest complaints, accidents, intoxicated or disruptive guests, and emergency situations promptly.
• Maintain accurate computer files, standardized letters and latest menus.
• Coordinate daily secondary duties and execute additional projects as assigned.

Required profile

• Proven experience in a hospitality or guest relations managerial role.
• Excellent communication and interpersonal skills.
• Strong attention to detail and ability to anticipate guest needs.
• Leadership capability to foster teamwork and a positive work climate.
• Ability to manage multiple guest databases and reservation systems.
• Problem‑solving mindset for handling complaints and emergencies.

Required skills