Guest Service Ambassador

7 days ago

Singapore Pan Pacific Hotels Group Full time
Managed by the Pan Pacific Hotel Group, Pan Pacific Serviced Suites Beach Road, Singapore is nestled amidst the vibrant cultural area of Arab Street and Haji Lane, alongside with the bustling central business district. Our luxurious suites provide a perfect blend of cultural heritage and contemporary living, designed with elegant decor and breathtaking city views.

Recognized as Singapore’s Leading Hotel Residence at the 2023 World Travel Awards and honoured as Best Luxury Serviced Apartment 2023 (Global Winner) at the Luxury Hotel Awards, we are dedicated in maintaining our standard of excellence and ensuring the needs of guests are all met. Our team, some of whom have been with us for 10-15 years or even since our early beginnings, takes great pride and joy in fostering genuine connections and curating unforgettable experiences for everyone who stays with us.

The Role

Position Summary Statement

Guest Service Ambassador directly addresses the needs of all guests/customer and ensures an exceptional guest/customer experience. He/She is responsible in increasing overall guest’s stay experience. responsible meet and exceed guest expectations by providing efficient and courteous in accordance to Serviced Suites requirement.

Primary Responsibilities

  • Treating all guest with respect and handles rooms reservations or walk-in requests, registration processes or complains with professionalism, paying special attention to Long Staying Guest (LSG) and VIPS.
  • To develop and maintain close business contact with the in-house guests to provide a positive impression.
  • Handles all incoming calls from internal or external parties to address the needs of all guests. Ensures that every call received is attended to promptly and pleasantly, takes messages accurately and delivers all wake-up calls request timely in accordance with Pan Pacific guidelines as well as doing follow up call with LSG to obtain guest requirement during stay, feedback and special preferences.
  • Ensure timely reply to any guest enquiries via websites and email enquiry.
  • Plan, organize, coordinate quarterly activities for guest and recommend ideas to enhance guest stay experience.
  • To ensure all guests data are updated in PMS system.
  • To be well equipped with Food and Beverage knowledge and skills to facilitate Pacific Lounge operations during breakfast and to always follow Food and Beverage Safety and Hygiene policies and procedures.
  • To maintain the overall cleanliness of the Front Office, Lobby, Pacific Lounge and Living Room.
  • Work closely with the team & other departments to ensure all information are shared promptly.
  • Treating all guest with respect and handles rooms reservations or walk-in requests, registration processes or complains with professionalism.
  • Performs Cashier-related function such as posting charges to guest as well as ensuring all transactions are well accounted for. To assume responsibility and accountability for the safekeeping and handling of the Front Office Cash Float.
  • Develop the desired salesmanship skills to maximize on the room revenue and provide our guests with options. He/she must be knowledgeable to present pricing options/alternatives ti meet guests’ request.
  • To be well versed in property’s standard procedures, current products, services, promotions, events, activities as well as operating hours of establishment. Ensuring that all Key Policies of this hotel are enforced and adhered to.
  • To develop a working knowledge of Property Management System (PMS) to aid in the various job function.
  • To prepare welcome folders and relevant materials for LSG guests and before the arrival.
  • Handling all incoming calls from internal or external parties in a promptly and pleasantly manner.
  • To continuously strive to meet Front office objective i.e. up-selling, guest preferences, Discovery Loyalty Programme etc.
  • To ensure all vouchers, such as rebate, paid out’s, voided etc for the AGRM/OM has proper authorisation before submission to Finance department.
  • To perform other duties assigned by the Management from time to time.
  • To enforce and comply with Rules and Regulations stipulated in the Employee handbook and Workplace Safety and Health as well as to highlight any issues that may cause harm for both staff and guest.

Talent Profile

  • Prebably at least 3 years experience as a Butler or Concierge preferably from a Deluxe Premier Hotel or Serviced Apartment
  • Has excellent background in guest or customer service

How to Apply

Click on Apply Now or write in with your detailed resume and email us at careers.servicedsuites@panpacific.com

  • We regret to inform you that only shortlisted candidate will be notified.

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