Senior Guest Relations Executive

Job Summary

Major Tasks

• Ensure operation excellence of the floor by: Maintaining effective communication to ensure that all related parties are informed of any relevant issues/queries/VIP guest requests that have arisen. Taking a proactive approach to guest relations activities, anticipating potential opportunities. Following proper work ethics, etiquette, and grooming to ensure their compliance with the Club's standard. Ensuring the maintenance of relevant equipment, furniture and fixtures, resources and assets, initiating requisitions via supervisor as required, and ensure general reception area is ready for service and in a tidy condition. Maintaining and renewing guest profiles on a regular basis. Mastering MCRM and related systems. Administering booking system, and ensuring smooth communication with all the department
• Handle all guest interactions and bookings in accordance with compliance / SOP requirements and service standards.
• Perform the "ambassador" role in accordance with the protocol regarding Member and guest handling for allergen related situations, as defined in SOP.
• Promote facilities and services to Members, collecting relevant comments to pass to their related teams for follow-up and future planning.
• Collaborate with teams for monitoring service delivery.
• Perform any other related duties as and when assigned by supervisor.
• The below duties are applicable to (Senior) Guest Relations Executive and Assistant Guest Relations and Games Manager -
• Assist in the preparation of operation reports as needed.
• Coach new staff and trainees to maintain established service standards, to achieve continuous improvement and to help colleagues align with the Club's culture.

Education

Qualifications

Experience