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Guest Relations Manager

3 weeks ago

Singapore Pan Pacific Hotels Group Full time

**Singapore***

**Pan Pacific Serviced Suites Beach Road, Singapore***

**Rooms***

**Job Grade**:
Pan Pacific DISCOVERY is part of GHA DISCOVERY, a global collection of hotels, resorts and palaces. Discover 100+ unique locations worldwide. Enjoy 800+ unexpected ways of celebrating life. Once you become a member, you will join a unique community of travellers that invites you to seize the day and transform each moment into a delightful experience. We want to make your life a year-round vacation whether you are at home or away. Earn DISCOVERY Dollars (D$) and redeem them anytime for surprising indulgences

The Role

Position summary statement:
To oversee the smooth operation, management and overall performance of the Front Office Department. To also deliver maximum resident satisfaction by ensuring a consistently high standard of customer service within the department. Has a direct line of authority over all the Front Office.

Primary Responsibilities:

- Maintain a high standard of customer relations/customer service within Front office.
- Ensure and provide flawless, upscale, professional and high class guest service experiences
- Become the Champion in providing all residents with the Local Connection to Singapore and develop and train all current and new Guest Service agents
- Obtains feedback and guest preferences from residents to improve quality standards of service; ensure that personalized service is extended to all residents.
- Reviews and monitors the TrustYou and utilize the residents’ feedback to improve service delivery.
- Analyse customer feedback and provide statistic data on the overall rating to deliver strategic direction to continuously improve overall rating.
- Coordinate all arrivals and departures of special guests (VIPs, SAs etc)
- Handle guest’s complaints, inquiries and requests. Conducts preliminary investigation on guest’s complaints.
- Organize and plan guest programs and activities.
- Monitor plans and executes purchase requisition for Front Office.
- Ensure regular communications meetings are held with front office team.
- Adhere to company credit policies to ensure all revenue expected will be received.
- Carry out all interviews for prospective Front Office associates in the absence of Operations Manager.
- Ensure a full education plan is implemented within Front Office to develop all associates to their full potential.
- Ensures the overall efficiency of handling guest enquiries and documentation of transactions.
- Direct, coach and manage team to ensure all standards and procedures of guest services are adhered to.
- To carry out any other works as instructed by the Operations Manager in support of the Serviced Suites and the Corporate Headquarters
- Responsible for the planning and execution of work schedule and leave plan for Front Office Pa associates.
- Plans, monitors and ensures training development of the staff in the department so as to enhance their work performance and career development and to allow potential staff to assume higher roles.

Talent Profile
- Minimum 5 years of front office working experience in a hospitality organisation which will include 3-4 years of front office management experience.

How to Apply

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