Guest Experience Manager

5 days ago

Singapore Pan Pacific Hotels Group Full time

**Singapore**
**PARKROYAL COLLECTION Pickering, Singapore**
**Rooms**

**Job Grade**
Full-time

Managed by the Pan Pacific Hotels Group, PARKROYAL COLLECTION Pickering, Singapore is an iconic hotel landmark with a stunning hotel-in-a-garden concept that incorporates energy-saving features throughout the building.
Our sustainable project design and green efforts have earned it numerous accolades including ‘World’s Leading Green City Hotel, 2019’ title at the prestigious World Travel Awards. The 367-room hotel offers uncomplicated, modern and efficient service and a team of hotel associates who find joy in real connections

The Role
Reporting to the Front Office Manager, the incumbent is responsible in creating extra-ordinary and highly personalized guest experiences by recognizing and engaging actively with our Global Hotel Alliance (GHA) Elite members. Manages and coordinates all aspect of GHA stay members experience starting from on-arrival. Be the main point of contact during guest stay, provide sincere farewell and follow up on post-stay feedback. He or she will direct, implement and evaluate the quality of products and services provided to our GHA members as measured by TRUSTYOU and GHA Enrolment results.
- To lead and mentor other team members on GHA DISCOVERY Program.
- Attends all GHA Discovery meetings and webinars to learn and be updated on new enhancements, changes or promotions of the GHA DISCOVERY Program.
- To promote positive relationship with GHA members by anticipating their needs and respond to them promptly. Monitors and responds timely to Elite members’ comments; routing to the relevant department when necessary
- To work closely with other departments (F&B, Culinary, Housekeeping) to pre-arrange all arrival amenities and stay experiences
- Ensure well understanding of each and every arriving VIPs; meet and greet them upon arrival and guest profile notes are updated accordingly
- Maintain high visibility in public areas during peak times; interacting with members regularly throughout the property to obtain feedback on quality of product, service standards and overall satisfaction level.
- Maintains good knowledge of all hotel facilities and services, room types, special rate packages and dining promotions.
- Keeps track of daily arrivals, departures, room availability and scheduled in-house group activities.
- Have complete knowledge on all hotel and departmental policies and procedures
- Be alert on the safety and security in public areas of the hotel
- Coordinates day-to-day operations, maintaining the service quality standards and meeting the expectations of the members on a daily basis.
- To develop specific goals and plans to prioritize, organize, and accomplish work.
- Sets a positive example for guest relations and able to coach team members to provide excellent customer service.
- Conducts pre-shift meetings to review and share information pertinent to daily business with other team members.
- Able to handle complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well-being is preserved.
- Participates in the development and implementation of corrective action plans to improve guest satisfaction.
- To undertake any other reasonable assignment by the Front Office Manager, as and when required.
- Be alert and report any faults, defects and unusual activity of the property to relevant departments.

Talent Profile
- Minimum O Level or N Level qualifications
- A minimum of 2-year experience in guest services or related role; preferably with prior experience in Loyalty/ guest relations/ Guest recognition.
- Able to work under pressure
- Excellent communications skills; both written and spoken
- Good problem solving & decision making skills
- Display high level of professionalism & self-confidence
- A good team player
- Ability to drive for results
- Good time management and organizational skills
- Outgoing personality with ability to communicate with guests and colleagues
- Possess a global mindset

How to Apply
If this sounds like you, we welcome you to join us on a refreshingly different hospitality experience here at PARKROYAL COLLECTION Pickering, Singapore
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