Assistant Guest Relations Manager (Lobby Lounge)

ESSENTIAL DUTIES AND RESPONSIBILITIES Include the following. Other duties may be assigned. Guest Experience & Service Leadership • Champion high standards of Guest Relations services across all outlets and touchpoints, providing mentorship and coaching to GREs and GROs. • Ensure GREs are delivering anticipatory, personalized service, including greetings, table guidance, menu presentation, and farewell, for VIPs and regular guests. • Manage floor operations as needed, stepping in during high-volume periods or events to ensure seamless guest experience. • Handle escalated guest complaints and service recovery in a timely, professional manner, ensuring learning and process improvement are implemented. • Conduct pre- and post-visit guest follow-ups, analyzing guest feedback to improve service and anticipate future preferences. Guest Data & Analytics Use reservation and CRM systems (Sevenrooms) to generate actionable insights on: • Guest visit frequency, preferences, and loyalty metrics • Spending patterns and average check values by guest segment • Booking and cancellation trends • Guest feedback scores • Segment guest data for targeted engagement campaigns, promotions, and upselling initiatives. • Develop guest persona profiles, tracking VIPs, high-spending clients, and frequent visitors for personalized service and offers. • Monitor trends in group bookings, corporate clients, and events to inform operational planning and marketing initiatives. • Analyze market trends, competitor activity, and compset data to optimize guest offerings and pricing strategies. Reservations, Group Bookings & Event Management • Act as key liaison for high-value groups and events, coordinating all F&B and operational requirements. • Ensure flawless event execution, from table setup, menu presentation, guest management, to post-event follow-up. • Make data-informed decisions on table allocation, staffing, and service flow to maximize guest satisfaction and operational efficiency. • Collaborate with Outlet Managers to monitor event profitability and revenue performance, identifying upsell and repeat business opportunities. Team Leadership & Development • Directly supervise GREs and GROs, including scheduling, performance reviews, coaching, and mentoring. • Identify and implement training and development plans for junior team members to ensure consistent service standards. • Monitor team adherence to SOPs, brand standards, and Forbes service requirements. • Foster a motivating, inclusive, and professional work environment, promoting accountability, recognition, and continuous improvement. Financial & Business Performance (Data-Driven) • Analyze guest data to identify revenue opportunities, high-value segments, and potential repeat business. • Work with Outlet Managers to optimize menu offerings, upselling, promotions, and loyalty programs based on guest behavior. • Monitor and report on average spend per guest, booking trends, group/event profitability, and CRM KPIs. • Provide actionable insights for top-line growth, aligning operational decisions with guest data intelligence Standards, Compliance & Professional Conduct • Maintain exemplary grooming, etiquette, and professional presentation at all times • Adhere strictly to hotel SOPs, hygiene, safety, and operational standards • Ensure confidentiality, integrity, and accuracy in handling guest data and financial transactions • Promote a safe, respectful, and inclusive work environment • Promote a positive, professional, and service-driven bar environment • Lead by example in grooming, appearance, punctuality, and professionalism • Encourage teamwork, accountability, and pride in beverage service excellence • Support a respectful, inclusive, and safe workplace culture Requirements: • Minimum 4–6 years’ experience in guest relations, F&B operations, or supervisory luxury hospitality roles, with exposure to high-volume or multi-outlet operations. • Proven experience in team leadership, data-driven guest management, and events coordination. • Familiarity with CRM and reservation systems (e.g., SevenRooms, Infrasys) for guest analysis, revenue insights, and database management.