Guest Relations Assistant Manager

Guest Relations Assistant Manager (Wine Lounge & Cocktail Bar) Introduction Ebb & Flow Group is driven by the belief that dining should move people. Beyond restaurants, we create immersive experiences where food, atmosphere, and storytelling come together with intention and finesse. With a growing portfolio of over 10 concepts across Singapore and ambitious expansion ahead, we continue to shape spaces that are both creatively bold and commercially intelligent. We're looking for a personable, proactive, and service-driven Guest Relations Assistant Manager to join the front-of-house team at Temper , our Wine Lounge & Cocktail Bar located on Duxton Hill. This role is ideal for someone who thrives on building genuine guest connections, curating memorable experiences, and leading guest relations with warmth, confidence, and attention to detail in a vibrant wine and cocktail-focused setting. As the Guest Relations Assistant Manager, you will oversee the guest journey from reservation to departure, lead the Guest Relations team, and play a key role in driving guest satisfaction, loyalty, and operational excellence. What You'll Be Doing Be the face of Temper by creating warm, personalised, and memorable guest experiences from arrival to departure. Oversee daily reservations, table allocations, seating flow, and guest communications to maximise operational efficiency and guest satisfaction. Manage reservation platforms such as SevenRooms and other booking systems, ensuring guest profiles, notes, VIP preferences, waitlists, and reservations are accurately maintained. Respond promptly and professionally to reservation enquiries, guest emails, and telephone enquiries, ensuring all communications reflect the brand's hospitality standards. Monitor and respond to guest feedback across Google Reviews and other online review platforms in a timely, professional, and brand-appropriate manner. Handle guest complaints, service recovery, and escalated feedback with empathy, professionalism, and sound judgement, ensuring appropriate follow-up and resolution. Build and nurture relationships with regular guests, VIPs, and corporate clients to encourage guest loyalty and repeat business. Lead the Guest Relations team during service, ensuring exceptional hospitality standards are consistently delivered across every guest interaction. Prepare and manage the Guest Relations team's roster, ensuring adequate staffing levels while supporting operational requirements. Train, coach, and mentor the Guest Relations team on reservations, guest engagement, service etiquette, complaint handling, and brand standards. Work closely with the General Manager, Sommelier, Bar, and Service teams to ensure seamless coordination between reservations, floor operations, and guest experience. Maintain comprehensive guest profiles and identify opportunities to personalise future visits through guest recognition and preference tracking. Monitor guest satisfaction trends and provide recommendations to improve service standards, operational processes, and guest retention. Assist in planning and executing guest engagement initiatives, wine dinners, cocktail events, collaborations, private functions, and VIP experiences. Support marketing initiatives by coordinating guest lists, reservation management, and guest communications for events and promotions. Maintain strong knowledge of the food menu, wines, cocktails, promotions, and seasonal offerings to confidently engage and guide guests. Ensure all reservation procedures, guest data, and communications comply with company standards and privacy requirements. Support the General Manager with administrative duties, operational reporting, and continuous improvement initiatives relating to guest experience. Foster a positive, collaborative team culture centred around hospitality, professionalism, accountability, and attention to detail. We're Looking for Someone Who Has proven experience in Guest Relations, Reservations, Front Office, or Hospitality leadership within premium restaurants, luxury hotels, wine bars, or lifestyle dining concepts. Has experience using SevenRooms or similar reservation management platforms such as OpenTable, Quandoo, ResDiary, or Chope. Set high standards on professional grooming and hygiene Is comfortable managing guest databases, reservations, table optimisation, and VIP guest experiences. Thrives in a fast-paced, high-energy dining and nightlife environment while maintaining composure under pres…