Job Description

The Pan Pacific Orchard presents the pinnacle of design by award-winning WOHA, located in Singapore\'s prime district Orchard Road.

The 23-floor destination hotel redefines the city\'s landscape with four themed open-air terraces of distinctive design concepts - Forest, Beach, Garden and Cloud.

Nestled amidst the Forest Terrace is new signature restaurant Mosella, which will introduce a sharing concept of Mediterranean cuisine with a refreshing Peruvian twist. The Beach errace will bring a resort-like experience to the heart of the city, and above, the Garden Terrace will be home to Florette, the Champagne & Oysters specialty bar. At the highest levels of the Cloud Terrace, level 18 will house Orchard\'s highest pillarless ballroom, Claymore Ballroom.

Operated by Pan Pacific Hotels Group, a member of UOL Group Limited, Pan Pacific Orchard elevates the guest experience with the Pan Pacific signature of sincere and graceful luxury.

The Role

Be part of the amazing team at PAN PACIFIC ORCHARD, SINGAPORE to redefine the city\'s landscape.

As a key member of the team, the Director of Front Office plays a critical role in managing and coordinating the full functions of Front Office which includes reception, cashiering, telephone services, bell services, concierge and Club services, always ensuring that plus-one service is delivered at all touchpoints.

• Personally deliver and facilitate through our Associates, a professional, engaging and intimate guest experience at the various front office touch points from the point of arrival to departure.
• Empowers Front Desk Associates to successfully handle guest needs, special requests, and complaints.
• Closely monitor all VIP guests and requests
• Maintain information on prices, rates, special packages, programs, etc, while ensuring all Associates are trained in all areas
• Determines work procedures and ensure that the prepared work schedules support the smooth operation of the department
• Performs administrative and financial duties such as management reports, daily reports, credit card reversals, bank deposits, accounts receivables, rooming lists, and office supply inventory
• Manage, in conjunction with the Reservations team, the hotel\'s room inventory, the aim being to maximize revenue and to increase yield.
• Prepare and operationalise the hotel\'s annual Front Office budget covering manpower requirement, operating expenses and capital expenses. Manages departmental expenses within budgeted guidelines
• Stay updated of latest trends in Front Office and Hospitality and be able to recommend enhancements or improvements to level up the service or offerings of the Department.
• Ensure that all equipment used in the front office such as telephone systems, etc are in good working condition.

• Coach and train front desk staff on proper revenue management procedures, including successful selling / upselling techniques, current specials and/or promotions, and rate structures
• Supervise the deployment of Associates to ensure adequate and effective coverage.
• Guides and coach his/her managers to ensure effective operations of all front office funcitons.
• Conduct performance review of Associates, identify performing potentials and coach / train in areas for development.
• Work closely with Human Capital & Development department to attract talent and is responsible for Associate retention.
• Ensure clear, timely and regular communication to keep all Associates updated and abreast of Department/Hotel developments and progress.

Talent Profile

We are seeking a dynamic individual who is motivational, passionate and wants to build his career with us. Someone who can lead our Front Office Team to ensure effortless and seamless movement of guests within our property, and to provide exceptional levels of service throughout our guests\' stay. If you have at least 8 to 10 years of front office experience with at least 5 years in the capacity of a Front Office Manager, you are the one we are looking for.

Pan Pacific Hotels Group