Guest Relations Manager

About the Role

We are seeking a charismatic, service-oriented Guest Relations Manager to deliver exceptional hospitality experiences in a premium whisky, cigar, and lounge environment. This role is ideal for someone who enjoys building genuine relationships with guests, has excellent communication skills, and thrives in luxury hospitality.

Key Responsibilities

• Welcome guests warmly and provide guided introductions to the venue for first-time visitors.
• Build and maintain strong relationships with regular patrons.
• Understand and record guest preferences, recommending cigars, spirits, wines, and other offerings tailored to their tastes.
• Serve and light cigars for guests while maintaining proper cigar etiquette.
• Assist management in developing and maintaining relationships with Mandarin-speaking clientele.
• Respond promptly and professionally to customer enquiries.
• Maintain accurate records of guest preferences, bottle balances, cigar inventories, and reservations.
• Assist with floor service, including serving and clearing glasses and plates when required.
• Monitor the floor proactively to ensure smooth daily operations.
• Conduct regular check-ins with guests to ensure an exceptional experience.
• Perform opening and closing duties according to company SOPs.
• Upsell premium cigars, bottles, and curated experiences.
• Assist in event planning, reservations, seating arrangements, and daily floor planning.

Requirements

• Fluent in both English and Mandarin (spoken and written).
• Previous experience in luxury hospitality, premium bars, lounges, hotels, or guest relations is highly preferred.
• Comfortable learning about premium cigars, whiskies, wines, and spirits.
• Confident engaging guests in conversation and creating memorable experiences.
• Experience working with Mandarin-speaking clientele is highly advantageous.
• Professional, well-groomed, and personable.
• Strong organisational skills with attention to detail.
• Comfortable in an environment where alcohol and cigars are part of the guest experience, including tasting products responsibly when appropriate.
• Able to work evenings, weekends, and public holidays.

What We're Looking For

• Outgoing and confident personality.
• Excellent interpersonal and communication skills.
• Passion for luxury hospitality and guest experience.
• Self-motivated with a proactive attitude.
• Strong sales and upselling ability without being overly pushy.
• Team player who is willing to support overall floor operations whenever needed.