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Assistant Vip Manager

3 weeks ago

Singapore THE PAN PACIFIC HOTEL SINGAPORE Full time

The incumbent will be responsible for the daily VIP services operation running smoothly and ensuring the team maintains high standard of customer service.

To provide coaching, mentoring and administrative functions in the operational guest-facing areas of the property while developing one's exposure to the multi-faceted hotel environment both administratively and operationally with a view toward a senior operation role within PPHG properties.

Address associate-related issues positively and constructively and keep the Guest Relations & VIP Services Manager informed. Maintain positive relationships and work closely with other departments to accomplish the task of serving our guests. Support the Guest Relations & VIP Services Manager to complete any projects the hotel management team assigned.

**Responsibilities**:
VIP Services Operations
- Ensure that daily VIPs, CIPs and Loyalty members' arrivals are prepared and handled by the VIP Services team with professionalism and receive the highest level of professional service and warm welcome. Rooms are inspected and all welcome amenities are placed in the room before arrival.
- Check to ensure the VIP guests' rooms are assigned according to the guests' preferences.
- Check to ensure the VIP Services team sets up and prepares the rooms and arrival documents according to the room packages we sell.
- Work closely with relevant departments to attain a high level of coordination to ensure the seamless arrangement for the VIP guests' stay.
- Maintain good customer relationships by meeting with guests to check on their stay.
- Ensure the guests at the hotel lobby are well looked after by Lobby Ambassadors.
- Constantly seek creative and innovative ideas to elevate service offerings and surprise guests.
- Ensure the VIP Services team operates with a sales attitude and all associates are aware of sales opportunities within the hotel, which will assist with revenue maximisation.
- Keep Guest Relations & VIP Services Manager informed of any risk or opportunity in relation to any guest experience or interaction.
- Creates and maintains a friendly, happy and cohesive work environment for all associates.
- Exercise disciplinary action against violators of house rules.
- To provide regular coaching, mentoring and feedback to the VIP Services team to improve their performances.
- Ensure the guests' history and profiles are kept clean in the database.
- Develop and maintain a high level of communication relating to business opportunities between the Front Office and other operational departments.
- Ensure all associates are well presented following hotel grooming standards.
- Attend any VIP guest's feedback and use the best judgement to suggest solutions and service recovery to turn around the guest experience.
- Responsible in maintain and monitor the inventory and cost of guest amenities. Prepare month-end report for Guest Relations & VIP Services Manager
- Check and audit the VIP Services team cashiering paperwork to ensure tallied.
- Ensure the VIP Services team accurately obtains the guest's detail and updates the Opera system.
- Assume the role of Guest Relations & VIP Services Manager in his/her absence.

Guest Relations
- Achieve positive outcomes from guest queries in a timely and efficient manner
- Assume the responsibility to notice when guests are unsatisfied and use their best judgement to suggest resolutions to convert service failure into a memorable hotel experience.
- Ensure that Guest Relations & VIP Services Manager are fully aware of any relevant feedback from guests and/or other departments.
- Anticipate and appreciate the needs of guests to better cater to their needs.
- Always look for alternatives or best solutions to achieve guests' queries/ preferences.

**Talent Profile**
- Diploma/Degree from a recognised hospitality/tertiary institution or with at least GCE "A" Levels or its equivalent with at least 4 years hospitality supervisory/managerial experience and industry certification
- Minimum 3 years' experience in Front office operations holding a Managerial role for at least 1 year
- Advanced knowledge and experience in the front office functions of Opera or equivalent Property Management Systems.
- Strong operational leadership with an excellent customer service skill
- A good people manager with the ability to motivate a well-set team
- High level of both verbal and written communication
- Demonstrate high ability to handle complaints and challenges professionally
- Exposure with Opera, HOTSOS, LMS, FCS and other property management software is a must.