Guest Relations Officer
Summary
Handles guest relations, customer service, and social media for a luxury postnatal care and wellness retreat in Singapore, requiring fluent Mandarin.
Company Overview
Momley Loft partners with Aranda Country Club to offer curated health and wellness and postnatal care programs with staycations in a tranquil, luxurious setting. These experiences target new parents, couples, and families seeking relaxation and holistic care.
Job Summary
Provide professional, friendly customer service and support operations at the Confinement Centre while managing social media platforms and assisting guests with product and service consultations.
Responsibilities
- Answer all calls professionally and courteously to ensure positive guest interactions
- Deliver assistance and value-added service to maintain high-quality, friendly, personal, and efficient customer service for guests and visitors
- Support daily operations of the Confinement Centre to ensure smooth service delivery
- Manage and update the company’s social media platforms to engage customers and promote services
- Meet, greet, and consult with visitors and customers about Momley’s range of products and services to enhance their experience
- Close sales and achieve key performance indicators (KPIs) set by management to contribute to business goals
- Build and maintain strong relationships with customers and their accompanying persons to provide personalized service
- Check guests into suites and conduct introductory walkabouts to familiarize them with the premises
- Collect, address, and report customer feedback promptly and accurately to management for continuous improvement
Required competencies and certifications
- Proficiency in Mandarin and English to communicate effectively with the majority of clients
- Ability to speak additional dialects is advantageous but not essential
- *As Chinese Confinement (坐月子) is a very Chinese cultural practise, 90% of our clients are Chinese (many without the ability to speak English), it is therefore a requirement for our GROs to be able to speak Mandarin.*
Preferred competencies and qualifications
- Prior experience in customer service to enhance guest interactions
- Good interpersonal and communication skills to engage customers effectively
- Cheerful personality and well-groomed appearance demonstrating passion for customer service
- Minimum education of GCE 'A' Levels or Diploma