The Senior Guest Relations Manager is a senior leadership role responsible for creating a seamless, emotionally engaging, and revenue-generating guest journey across all touchpoints of Sun & Moon Riverside Hotel. This position is critical in linking all service offerings—including Rooms, WELL Spa, Top2Toes Salon, Fitness, and F&B outlets—into a cohesive, high-impact guest experience that drives satisfaction, loyalty, and spend per guest.

The role also acts as the central point for managing non-traditional, high touch booking channels such as walk-ins, social media inquiries, phone/email referrals, and niche market segments not captured by traditional OTA, website, or corporate bookings.

Guest Experience Leadership

• Champion the hotel’s guest-centric philosophy and lead the development and execution of a unified guest journey map across all departments.
• Integrate sensory, emotional, and service design principles to enhance flow, comfort, and engagement throughout the guest stay.
• Monitor and improve guest satisfaction metrics (e.g. NPS, online reviews, guest feedback forms).

Revenue Integration & Booking Management

• Collaborate with Sales, Rooms, Spa, Fitness, F&B, and other outlets to build cross-selling programs and guest pathways that increase total revenue per guest.
• Design and oversee a central system and team for handling direct booking inquiries from:
• Walk-ins
• Social media channels (Instagram, Facebook, TikTok, etc.)
• Emails and phone calls
• Personal and professional referrals
• Unconventional market segments (e.g., wellness retreats, private club groups, micro-influencers)
• Coordinate with Marketing and Revenue Management to convert these leads into high-yield bookings.

Cross-Departmental Collaboration

• Facilitate alignment between operational departments (Sales, Front Office, Spa, F&B, Housekeeping) to deliver a synchronized and frictionless guest experience.
• Ensure consistent training across departments on personalized guest engagement and upselling techniques.

Guest Journey Analytics & Experience Innovation

• Track, analyze, and report on guest behavior patterns, preferences, and purchasing trends.
• Use data to continuously refine guest experiences, package offerings, and conversion strategies.
• Lead ideation for new experiential offerings based on emerging guest interests, local culture, and wellness trends.

Experience Concierge & VIP Management

• Supervise the Experience Concierge team in curating tailored itineraries, including spa treatments, dining experiences, and local discoveries.
• Personally manage key VIPs, long-stay guests, and high-potential prospects to build relationships and loyalty.

KPIs & PERFORMANCE METRICS

• Increase in average total guest spend across departments
• Conversion rate of non-traditional inquiries to confirmed bookings
• Improvement in guest satisfaction and loyalty scores
• Successful activation of experience packages and cross-departmental promotions
• Retention and growth of high-value guest segments

Employee Relations:

• To ensure and maintain a positive relationship with all Hotel departments.
• Responsible for supervising all aspects of employees such as hiring, recognition, progressive corrective action.
• Responsible for the efficient training of all employees in all aspects of job tasks.
• To ensure all employees adhere to all hotel standards as stated in the employee handbook.
• To conduct performance appraisals on a timely manner.

• 5 -7 years’ experience in related field
• At least complete Hospitality certificate
• Computer skill (word, excel, power point, Email)
• Bachelor Degree in related hotel management discipline or equivalent education.
• Other relative of front office & housekeeping sector
• Strong leadership and team management abilities.
• Service-oriented, proactive, and passionate about exceeding guest expectations.

THIS POSITION REQUESTS THE FOLLOWING SYSTEM/ SOFTWARE SKILLS 

• Computer skill (word, excel, power point, Email)
• Room management system/POS system
• Hotel operation system
• Good English speaking and writing, other languages are benefit 

ADDITIONAL ATTRIBUTES, SKILLS & ABILITIES

• Be detail-oriented and organized.
• Highly service-oriented
• Friendly, responsible, and honesty
• Able to work flexible hour to meet the needs of the business
• Guest service confidently
• Be able to work closely and communicate with all team members, departments, guests, and clients in a professional manner.
• Good team building
• Good behavior 
• Driver license
• Be able to learn 

UNDERSTAND THE HOTEL CORE VALUES, MISSION & VISION

• Trust: Keep promises, be trustworthy to your colleagues, and equally, must trust your colleagues, at all times.
• Positivity: Maintain a positive outlook in all circumstances and have fun in the process!
• Respect: Treat people as you expect to be treated by others; You must value your colleagues views and embrace diversity.
• Honesty: Act with honesty, integrity and sincerity in all your actions, at all times.
• Teamwork: Be open with each other, support each other, and put team success ahead of personal success, and treat each other as ‘family’.
• Excellence: Strive to be the best and embrace this approach at all times.
• Responsibility: Assume full responsibility for the outcome of your decisions, be it success or failure.
• Communication: Listen to each other’s opinions and messages, and share them coherently with colleagues, subordinates and management, in the interest of the                  company.
• SUN & MOON Vision: To always be inspired by pioneering and remarkable experiences in the world of hospitality.
• SUN & MOON Mission: We aim to create a new wave of hospitality experiences built on personalized interactions. Making connections through innovation technology and dynamic environments and our passion to fulfill our motto of Stay. Inspired 
• CONFIDENTIALITY: Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company

GENERAL DUTIES

Health and Safety:

• Ensure that all potential and real Hazards are reported immediately and rectified.
• Be fully conversant with all departmental fire, emergency and bomb procedures.
• Ensure that all emergency procedures are rehearsed, implemented and enforced to provide for the security and safety of guests and employees.
• Ensure the safety of the persons and the property of all within the premises by fairly applying Hotel regulations by strict adherence to existing laws, statutes etc.
• Ensure all staff within the department work in a manner which is safe and unlikely to give risk of harm or injury to selves or others
• Use safe manual handling techniques and practice safe work habits following Health, Safety and Environment policies, maintain procedures to minimize our impact on the environment and prevent pollution.

To be fully conversant with:

• Hotel fire procedures
• Hotel security procedures
• Hotel Health and Safety policy and procedures
• Hotel IT and company intelligence protection regulation and its consequences
• Hotel Facilities and attractions
• Hotel standards of operation and departmental procedures
• Methods of accepted payment of the company
• Short- and long-term company marketing promotions