Job Description

Pan Pacific Orchard, Singapore 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 our signature restaurant Mosella, which introduces a sharing concept of Mediterranean cuisine with a refreshing Peruvian twist. The Beach Terrace brings a resort-like experience to the heart of the city, and above, the Garden Terrace is home to Florette, our Champagne & Oysters specialty bar. At the highest levels of the Cloud Terrace, level 18 houses 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 RoleBe part of the amazing team at Pan Pacific Orchard, Singapore to redefine the City\'s landscape and grow your hospitality career!The Guest Care & Service Quality Manager ensures the continual improvement of Guest Experience and online reputation of Pan Pacific Orchard, Singapore, monitoring performance and guest feedback, supporting the Hotel Manager and Operations on achieving positive guest feedback results and defined Guest Experience targets. He/she is tasked to ensure the full compliance of the operational brand standards and any Guest Experience assurance audit programs the implementation and follow-up of brand and quality programs.Our Expectations:

• Lead and support all Guest Experience initiatives at Pan Pacific Orchard, Singapore.
• Support 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 TrustYou performance and guest feedback daily, identifying trends and areas for improvement on a regular basis and share with relevant stakeholders. Regularly compare and communicate variances for continuous improvements.
• Be the voice of the guest at the daily briefings with updates and highlights of points for improvement and guest praise.
• Investigate root causes of repetitive trending issues and recommend and support implementation of resolutions.
• 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.
• Review and communicate the company operational brand standards and all new brand/quality initiatives effectively to all stakeholders.
• Establish Guest Experiences work groups and chair monthly Guest Experience team meetings, communicating performance, supporting and driving management action plans and efforts.
• Conduct regular property self-assessments on the operational brand standards and other quality programs.
• Introduce and coordinate monthly mystery shopper audits and conduct departmental debriefings.
• Conduct operational brand standards and Guest Experience assurance audit training refreshers.
• Work closely with theLearning & Development Manager in planning and preparing operational guest service training programs and support the various departments in training programs.
• Work in partnership with all relevant external partners to ensure external training is conducted where applicable, e.g. TrustYou, TripAdvisor, LQA, etc
• Work closely with departments to assess service standards and delivery on a consistent basis.
• Participate in and check the annual revision of operational brand standards and SOP\'s.
• Introduce and reinforce LQA standards and requirements throughout the Hotel. Work with and support the respective departments to prepare for internal and external LQA Guest Experience assurance audits.
• Review management action plans proposed by each department post LQA audit and support and follows up implementation by the departments.
• Participate and support implementation of new Guest Experience product enhancement programs, e.g. guest amenities, children, brand activities, guest preferences, Guest of the Day, etc.
• Directly liaise with and contact guests to collect direct feedback and facilitate new ways of collecting greater in-house feedback. Ensure the relevant teams and stakeholders respond to all guest feedback and timely.
• Champion internal communication of Guest Experience related matters and updates to all associates in the hotel, including presenting at associate quarterly town halls.
• Improve communication regarding guest service e.g. daily VIP photos and bios, pre-arrival and post-departure correspondence, daily summary feedback with pro and con sentiments, etc.
• Review and communicate best practices implemented in Pan Pacific Hotel Group properties, follow-up on implementation at the property when relevant.

Talent ProfileIf you have at least 5 years of experience in guest services or a related role with a luxury brand, along with an outgoing personality with ability to communicate and deliver excellent customer service to our guests and colleagues, write in to have a chat with us!We are also dedicated to providing equal employment opportunities, including individuals with disabilities.

Pan Pacific Hotels Group