Pan Pacific Hotels Group is a young and dynamic company comprising three well-established and trusted brands; Pan Pacific®, PARKROYAL COLLECTION® and PARKROYAL®. We have aggressive expansion plans and as such, we are looking for motivated and energetic people to be part of our growing team. If you have a passion for the industry and are driven by the desire to create Service Excellence Culture, Pan Pacific Hotels Group is able to offer you great opportunities as we continue to strengthen our global footprint.
Based in Singapore, we are looking for a passionate and energetic individual to join us as Guest Relations Manager.
The Guest Relations Manager (GRM) oversees the smooth operations, management, and overall performance of the Front Office Department, including the breakfast lounge. This role is pivotal in enhancing the overall guest stay experience by meeting guest needs and exceeding expectations.
Job Responsibilities
- Maintain a professional appearance and uphold uniform and personal hygiene guidelines, serving as a role model to train and foster team culture aligned with company values.
- Attend all GHA Discovery meetings and webinars to stay updated on program enhancements, changes, and promotions.
- Lead and mentor team members on the Global Hotel Alliance (GHA) DISCOVERY Program.
- Monitor daily and monthly enrollment in the DISCOVERY Loyalty Program, manage guest benefits, points submissions (if required), and update tracking sheets.
- Deliver personalized service that exceeds guest expectations, distinguishing the serviced suites' service from competitors.
- Maintain comprehensive knowledge of hotel facilities, services, room types, special packages, dining promotions, and departmental policies and procedures.
- Review upcoming arrivals and VIP reservations three days in advance, assigning rooms, amenities, and handling special requests while coordinating with relevant departments to ensure guest preferences are met.
- Supervise, direct, and manage room inventory for the Front Office, ensuring preferred room types and accommodations are available upon guest arrival.
- Coordinate day-to-day operations to uphold service quality standards and meet member expectations, ensuring adherence to standard operating procedures by all Front Office associates.
- Develop and implement specific goals and plans to organize and prioritize work effectively.
- Gather and report feedback on services to management for continuous improvement, handling complaints, disputes, grievances, conflicts, and negotiations as needed.
- Participate in developing and implementing corrective action plans to enhance guest satisfaction.
- Ensure operational efficiency and maintain equipment and supplies for optimal readiness.
- Monitor 'Manual Hold' and 'Work Order' rooms, coordinating site inspections required by Sales related to room management.
- Verify Guest Service Ambassador cashiering and due-outs at the end of each shift, ensuring cash floats are balanced as per guidelines.
- Train and develop employees extensively in technical, hospitality, communication, management, and organizational skills, documenting all training activities.
- Lead orientation and training sessions for new hires.
- Adhere strictly to company credit policies to ensure anticipated revenue is received.
- Monitor overall cleanliness of the Front Office, Lobby, Pacific Lounge, and Living Room.
- Plan, organize, and coordinate quarterly guest activities, proposing ideas to enhance the guest experience.
- Encourage guest feedback through TrustYou surveys and monitor objectives such as TripAdvisor and TrustYou for the Front Office.
- Possess food and beverage knowledge to facilitate operations in the Pacific Lounge during breakfast service.
- Conduct training sessions on Food and Beverage Safety and Hygiene policies and procedures, ensuring compliance with guidelines.
The Person
- Minimum of 10 years of front office experience in hospitality, including 3-4 years in front office management.
- Diploma in Hospitality Management from a recognized hospitality training institute.
- Excellent knowledge of front office management and operations within the hospitality industry.
- Proven management and leadership experience in a team or group environment.
- Strong communication skills, both oral and written.
