Job Description

Pan Pacific Orchard, Singapore is an award-winning destination hotel, recognised with multiple accolades for its excellence in both design and hospitality. Featuring the visionary architecture of renowned WOHA, the hotel is located in the prestigious Orchard Road district and redefines the city's skyline with four themed open-air terraces-Forest, Beach, Garden, and Cloud-each offering a distinctive experience.Within the Forest Terrace, our signature restaurant, Mosella, introduces a Mediterranean sharing concept with a refreshingly modern twist. The Beach Terrace brings a resort-like ambience to the heart of the city, while the Garden Terrace is home to Florette, our luxurious specialty cocktail bar. At the top of the Cloud Terrace, level 18 houses the Claymore Ballroom, Orchard's highest pillarless ballroom.Operated by Pan Pacific Hotels Group, a member of UOL Group Limited, Pan Pacific Orchard exemplifies the group's signature of sincere and graceful luxury. As an award-winning property, it's not only a premier destination for guests but also an inspiring and rewarding place to work, where employees are part of a team that continues to earn recognition on the global stage.The RoleBe part of an amazing team at PAN PACIFIC ORCHARD, SINGAPORE to redefine hospitality and grow your career with us!Reporting to the Front Office Manager, the Guest Relations Manager plays a pivotal role in managing and ensuring exceptional guest experience through all aspects of guests services, including managing guest inquiries, resolving complaints, enhancing guest experience and ensuring that all service standards are exceeded.Expectations:

• Be the primary point of contact for all VIP guests, ensuring that all their inquiries, requests are handled in a personalised, professional and efficient manner.
• Build a strong professional relationship and rapport with guests throughout their stay and encourage their return to stay.
• Maintain accurate and up-to-date record of guest preferences and brief team and Front Desk to ensure consistent service delivery at all touch points, especially of VIPs.
• Supervise, train and motivate the guest relations team to provide exceptional service. Anticipate the needs of our guests and create WOW moments during their stay.
• Liaise with other departments (eg Housekeeping, Front Desk, F&B) for swift and effective resolution of issues.
• Review guest feedback and online reviews to identify areas for improvements.
• Work closely with Front Office Manager and Guest Care and Quality Service Manager to highlight service gaps for training and improvement.
• Prepare reports for Management, highlighting guest satisfaction and recurring issues. Suggest action steps to minimise recurrence.
• From time to time, may be required to assist to cover Front Desk operations.

Talent ProfileWe are looking for an individual with at least 3 to 5 years of supervisory experience in guest services, preferably in hospitality with a luxury brand. He/She is one who is able to think on his/her feet to resolve issues in a timely and professional manner. If you enjoy meeting people, have excellent interpersonal and communications skill, is creative with an exceptional ability to remain calm in the most trying of situations, write in to have a chat with us!

Pan Pacific Hotels Group