Guest Experience

2 weeks ago

Singapore THE PAN PACIFIC HOTEL SINGAPORE Full time

The Guest Experience & Service Quality Manager is to ensure the continual improvement of the Guest Experience and online reputation of the hotel, monitoring performance and guest feedback, supporting the Hotel Manager, Operations Exco and HODs in achieving positive guest feedback results and defined Guest Experience targets.

The incumbent is also required to ensure compliance of the operational brand standards and the chosen Guest Experience assurance audit program (Forbes) at the property by implementing and follow-up of brand and quality programs, including related training programs, with the aim of ensuring brand consistency while supporting optimal Guest Experience and increased satisfaction.

**Primary Responsibilities:
**Operations**
- Lead and support all Guest Experience initiatives at the property.
- Lead and develop a team of departmental Guest Experience Champions within the hotel to conduct deep dives/self-assessments and identify improvement opportunities and solutions.
- Support the Hotel Manager in driving a guest-centric culture in the hotel and create awareness and understanding among all associates on the importance of Guest Experience.
- Review and communicate the company operational brand standards and all new brand/quality initiatives effectively to all stakeholders.
- Establish Guest Experiences work groups and committees and co-chair monthly Guest Experience leadership team meetings.
- Conduct Guest Experience Management overview induction for new hires and thorough induction on Guest Experience for all new Exco, HOD’s and Leadership Managers within the first month of employment.
- Conduct operational brand standards and Guest Experience assurance audit training refreshers from time to time to all HOD’s and Assistant HOD’s.
- Participate in and check the annual revision of operational brand standards and SOP’s with operational HOD’s and Exco.
- Participate and support the implementation of new Guest Experience product enhancement programs, e.g. guest amenities, children, brand activities, guest preferences, Guest of the Day, etc.
- Review management action plans proposed by each department post-Forbes audit and support and follows up implementation by HOD’s.

**Service Standardization**
- Understands role as champion of Our Vision, Purpose and Values of Pan Pacific Hotel Group in order to continue to develop and strive to deliver higher service standards than guest expectations among the incumbent and all associates.
- To actively lead implementation and adherence to Corporate level and hotel-initiated touch points and internal brand messaging.

**Other Responsibilities**
- Providing advice and assistance on operational policies and procedures to all associates and managers as required and proactively promoting a greater understanding of these throughout the organisation.
- Keeping up to date with national developments, best practices and innovative practices within the global hospitality industry for opportunities to improve efficiency and profitability for the property while delivering memorable hotel experiences.
- Recommending meaningful measures for analysing and reporting on operational activities.
- Uphold achievement of the financial and non-financial key performance indicators of the hotel.

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