Guest Relations Manager (KTV)

Job Summary

The Guest Relations Manager (GRM) is responsible for overseeing guest experience, managing guest relations staff, and ensuring a high standard of service in the KTV outlet. This role focuses on customer satisfaction, compliance with regulations, and smooth daily operations while maintaining a safe, welcoming, and professional environment.

Key Responsibilities

Guest Experience & Service

• Welcome and engage guests to ensure a premium and enjoyable experience

• Handle guest feedback, complaints, and special requests professionally and promptly

• Build rapport with regular guests to encourage repeat patronage

• Ensure service standards and etiquette are consistently maintained

Team Management

• Recruit, train, schedule, and supervise Guest Relations Officers (GROs)

• Conduct regular briefings and performance evaluations

• Enforce company policies, code of conduct, and grooming standards

• Resolve staff-related issues and maintain team morale

Operations & Compliance

• Ensure compliance with licensing conditions, local regulations, and company SOPs

• Monitor outlet operations to ensure smooth service flow

• Coordinate with operations, security, and management teams

• Ensure proper documentation and reporting where required

Sales & Revenue Support

• Support sales initiatives such as room promotions, packages, and VIP services

• Encourage upselling of rooms, beverages, and services in a professional manner

• Track guest preferences to support marketing and retention strategies

Safety & Professional Standards

• Ensure a safe, respectful, and professional environment for guests and staff

• Address inappropriate behavior promptly and escalate issues when necessary

• Work closely with security to manage crowd control and conflict resolution

Requirements & Qualifications

• Minimum 2–3 years of experience in KTV, nightlife, hospitality, or entertainment industry

• Proven experience in guest relations or supervisory/managerial role

• Strong interpersonal, communication, and leadership skills

• Ability to work night shifts, weekends, and public holidays

• Well-groomed, confident, and customer-oriented

• Familiar with local regulations and licensing requirements (preferred)

• Proficient in English; additional languages/dialects are an advantage