[ref. f19607724] Bedok - Guest Relations & Business Operations Manager

Job Purpose

To lead and manage guest experience, VIP relations, floor operations, staff performance, and business service standards across nightlife and hospitality venues in Singapore. The role ensures superior hospitality service, operational excellence, compliance with Singapore nightlife regulations, and revenue growth through premium client and membership engagement.

Key Roles & Responsibilities

• Lead premium customer service & hospitality protocols.
• Manage VIP guests, membership programs, and table reservations.
• Build and maintain strong relationships with high-value clientele.
• Manage guest complaints and conflict resolution with service recovery protocols.
• Oversee concierge services, guest flow, queue management & hosting.

• Oversee daily club / lounge / restaurant operations.
• Coordinate and supervise front-of-house (FOH) hospitality service teams.
• Work closely with bar, kitchen, security & entertainment teams.
• Ensure smooth crowd control, entrance management, table seating & bottle service coordination.
• Align operations to venue branding & service theme standards.

• Recruit, onboard, coach & manage guest relations staff & host team.
• Create staff schedules, performance KPIs & grooming standards.
• Conduct service training, safety briefings & SOP refreshers.
• Mentor junior managers & hospitality leaders.

• Drive VIP table sales, premium bottle packages & event bookings.
• Monitor sales targets, table allocations & revenue per guest metrics.
• Support pricing strategy, promotions & membership programs.
• Work with finance on cost control and expense tracking.

• Coordinate special events, DJ nights, artist appearances & private bookings.
• Liaise with promoters, marketing team & entertainment suppliers.
• Ensure seamless execution of theme events & premium activations.

• Ensure operations adhere to Singapore policies related to:

• Maintain guest safety, incident logs & emergency handling procedures.
• Oversee fire safety, security coordination & CCTV monitoring support.

• Develop and enforce standard operating procedures.
• Maintain hospitality service checklists, grooming standards & floor discipline.
• Conduct venue audits and operational quality checks.

• Prepare daily operations reports, VIP occupancy & service performance metrics.
• Analyse customer feedback & implement improvement action plans.
• Build and manage CRM guest database & loyalty VIP lists.
• Assist in budget planning and operational forecasting.

• Strong leadership & team management capability
• Excellent interpersonal, communication & negotiation skills
• Proven guest service and VIP relations background
• Strong conflict management & problem-solving skills
• Ability to manage operations in fast-paced nightlife settings
• Fluent in English; multilingual advantage (Mandarin/Tamil/Malay)

• Diploma/Degree in Hospitality, Business, Events or related field
• Minimum 3–5 years of hospitality / nightlife / luxury service experience
• Strong exposure to premium F&B, hotel, nightlife or entertainment industry
• Knowledge of Singapore nightlife hospitality standards preferred