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.