Guest Relations Officer/Manager (The Mora Singapore)

Job Description - Guest Relations Officer/Manager (with Pre-Opening)

About the Role

Reporting to the Front Office Manager (FOM),the Guest Relations Officer (GRO) is responsible for delivering personalized, anticipatory, and emotionally engaging guest experiences from pre-arrival through departure.

During the pre-opening phase, the GRO supports the development of service culture, participates in training simulations, and ensures operational readiness. Post-opening, the GRO serves as a key ambassador of the hotel, ensuring VIP handling, guest recognition, preference management, and service recovery are executed at luxury brand standards.

The GRO embodies warmth, confidence, discretion, and refined service presence.

PRE-OPENING RESPONSIBILITIES

Service Culture Development

• Participate in luxury service training programs.
• Contribute to defining guest recognition standards.
• Learn and internalize brand service philosophy.
• Assist in drafting guest experience flow from arrival to departure.

Systems Familiarization

• Train on PMS and CRM systems.
• Practice guest profile enrichment and preference tracking.
• Participate in pre-opening testing of guest communication channels.
• Support database creation for VIP and corporate guests.

Simulation & Mock Operations

• Participate in mock check-in/check-out scenarios.
• Rehearse VIP arrival protocols.
• Practice service recovery role-play.
• Assist during soft opening stays and trial operations.
• Provide feedback on guest journey touchpoints.

Opening Readiness

• Ensure welcome amenities and VIP setups are coordinated.
• Assist in preparing guest welcome letters and collateral.
• Verify accuracy of guest preferences before opening.

POST-OPENING RESPONSIBILITIES

Guest Engagement & Personalization

• Welcome guests in the lobby with warmth and professionalism.
• Recognize returning guests and loyalty members.
• Escort VIP guests to rooms when required.
• Ensure special occasions (e.g. birthdays, anniversaries, honeymoons) are acknowledged.
• Maintain visible presence in lobby during peak hours.

Pre-Arrival Planning

• Review daily arrival list for VIPs and special requests.
• Coordinate amenities and room preferences with Housekeeping and Butler team.
• Prepare personalized welcome arrangements.
• Conduct courtesy calls for in-house VIP guests.

Service Recovery

• Handle guest concerns promptly and empathetically.
• Resolve issues within authority limits.
• Escalate complex cases to Duty Manager or FOM.
• Document incidents accurately in system.
• Follow up to ensure guest satisfaction.

Guest Communication & Feedback

• Conduct in-stay courtesy calls.
• Monitor guest feedback channels.
• Respond to minor online reviews where delegated.
• Assist in collecting guest testimonials.

Cross-Department Coordination

• Coordinate closely with:
• Front Desk
• Concierge / Butler team
• Engineering / Housekeeping
• F&B / S&M / Finance
• Ensure seamless communication of guest preferences and issues.

Administrative Duties

• Maintain accurate guest history records.
• Track VIP movements and reporting.
• Prepare daily guest relations summary.
• Assist in compiling guest satisfaction reports.

Qualifications & Experience

• Diploma or Degree in Hospitality or related discipline.
• 1–3 years of experience in luxury hotel front office preferred.
• Strong interpersonal and communication skills.
• High emotional intelligence.
• Fluent in English; additional languages advantageous.
• Well-groomed with professional presentation.