Senior Guest Relations Executive

Core Responsibilities:

Guest Experience

• Be the First Smile: Greet every guest with genuine warmth, making them feel like they’ve arrived at a friend’s home from the moment they walk through the door.

• Take charge of the reception desk with grace. Whether managing reservations or small talking with walk-ins about wait times, keep the energy positive and communication clear.

• Thoughtfully arrange seating and manage "out times" to ensure every guest has a relaxed, unhurried experience while keeping the restaurant’s rhythm steady.

• Knowing Our Story: Dive deep into our menu and the history of our food, beverages and restaurant. You’ll be the go-to expert for guests, sharing your passion for our food with confidence and detail.

• Work closely with our reservation team and restaurant manager. Together, you’ll coordinate table assignments and handle special requests to make magic happen for our guests.

Hands-On Coaching & Skill Development

• Spearhead Onboarding: Guide the integration of new Guest Relations Executives, providing comprehensive, hands-on training in property protocols, VIP handling, and brand service standards.

• Real-Time Scenario Coaching: Act as the primary escalation point for complex guest issues, utilizing these moments as live coaching opportunities to help junior staff build confidence in conflict resolution and service recovery.

• Shadowing & Feedback: Conduct regular shadowing sessions with team members, offering constructive, actionable feedback to continually elevate their communication skills and guest engagement.

Cultivating a Culture of Excellence

• Lead by Example: Serve as the benchmark for hospitality excellence on the floor, modeling impeccable grooming, emotional intelligence, and proactive guest anticipation.

• Empower Junior Staff: Foster a supportive, psychologically safe environment where junior team members feel comfortable asking questions, sharing ideas, and making empowered decisions for guest satisfaction.

• Peer Motivation: Champion daily briefings (line-ups), sharing success stories, highlighting positive guest reviews mentioning team members, and setting an inspiring tone for the shift.

Attention to Details

• Setting up the Stage: From organizing the dining room to ensuring we have plenty of pristine menus ready, you will help create an environment that looks and feels inviting.

• Keep your workspace and guest tables organized and sparkling. Whether it's preparing for a special event or jumping in to assist with a takeaway order, you are always ready to support the team.

• Stay in constant sync with the restaurant manager, sharing updates on the floor’s timing so the whole evening runs like a beautifully choreographed dance.

Technical Requirements

• Learn and effectively use the POS system to process orders and payments accurately.

• Review, understand and remember the narratives and stories behind our Peranakan dishes to share with guests.

• Updating guests’ information to the culinary team and the front-of-house team to ensure seamless operation and timely delivery of service

• Maintain knowledge of the menu items, types of cutleries used for service, specials, and ingredients to provide informed recommendations and experience to guests.

• Comfortable with the administrative side of things, using Outlook, Microsoft Word, Microsoft PowerPoint and Microsoft Excel with ease to keep our daily operations running smoothly.

• Ensuring our menus provided in the dining room are current.

What We’re Looking For

• A genuine love for working in a team environment, collaborating with colleagues to deliver exceptional service as one unit.

• Strong communication skills, with a passion for interacting with guests and creatingpositive, delightful dining experiences.

• Willingness and ability to stand for extended periods in a fast-paced environment while providing attentive service.

• Proactively identify opportunities to enhance guest experiences through creative service initiatives or special offerings.

• Enthusiasm for the hospitality industry and a desire to learn and grow within the role.

• We welcome applicants who are passionate about people, eager to learn, and excited to create unforgettable experiences.

• Handling phone calls with a friendly, professional tone and make sure every special request (like a birthday or an allergy) is communicated perfectly to the kitchen team.

General Benefit

• As part of our hospitality team, you will be on a 4 days and 5 days alternate work schedule to ensure rest is sufficient.

• Medical benefits such as basic outpatient coverage and group insurance are covered.

• Daily staff meals and drinks are provided (breakfast and dinner).

• Transport will be provided for late shift where applicable, in accordance with company policy.

• Other additional benefits will be shared during the interview process.