Summary of Job:
Guest Relations & VIP Services Manager's responsibilities include leading and overseeing the VIP team's overall coordination from pre-arrival to the departure of VIP guests. Ensure compliance with Job description, daily job completion.
To provide coaching, mentoring and administrative functions in the operational guest-facing areas of the property while developing one’s own exposure to the multi-faceted hotel environment both administratively and operationally with a view toward a senior operations role within PPHG properties.
The manager has a creative mindset to propose new ideas to promote luxury services to our guests. The manager cultivates a positive working relationship with other departments to ensure a smooth preparation for the VIP guest's stay. The manager keeps in touch with Pan Pacific DISCOVERY Loyalty members to maintain a good relationship.
Key Responsibilities:
- 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.
- Work closely with relevant departments to attain a high level of coordination to ensure the seamless arrangement for the VIP guests' stay.
- Constantly seek creative and innovative ideas to elevate service offerings and surprise guests.
- Ensure VIP Services team operates with a sales attitude and all associates are aware of sales opportunities within the hotel, which will assist with revenue maximization.
- Keep Senior Management informed of any risk or opportunity in relation to any guest experience or inter-action.
- Support the Front Office Manager and collaborate closely with the Front Office Educator to ensure the effective implementation of a comprehensive education plan for the VIP Services team, aimed at developing all associates to their fullest potential.
- Develop and maintain a high level of communication relating to business opportunities between the Front Office and other operational departments.
- Ensure the VIP Services SOPs are up-to-date, and the team reads through and complies with the standards.
- Attend Weekly Group Advice meetings to take note of any information related to VIP guests. Share the information with the team and ensure they are followed through to prepare for the arrival.
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 Assistant Front Office Manager & Front Office 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.
Qualifications:
- Minimum 5 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.
- Exposure and experience in HotSOS and LMS applications
- Advanced computer literacy and knowledge of Microsoft Office applications.
- Diploma/Degree from a recognized hospitality / tertiary institution
- A’ levels equivalent with at least 5 years hospitality supervisory/managerial experience and industry certification
- 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.
Join our team and be part of an extraordinary journey to provide the pinnacle of luxury and service to our valued guests.
