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 Terrace 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

The Guest Relations Manager is responsible to create extraordinary and highly personalized guest experiences by recognizing and engaging actively with our guests and our Pan Pacific Discovery members.

Our Expectations:

• Maintain high visibility and presence in all public areas especially during peak times; interacting with guests regularly and obtaining feedback on quality of product, service standards and overall satisfaction level.

• Maintain good knowledge of hotel facilities and services, room types, special rate packages and dining promotions.
• Keep track of daily arrivals, departures, room availability and scheduled in-house group activities.
• Coordinate day-to-day operations, maintaining the service quality standards and meeting the expectations of the members on a daily basis.

• Develop specific goals for the team and plans to prioritize, organize, and accomplish work.
• Conduct pre-shift meetings to review and share information pertinent to daily business with other Associates and departments.
• Independently handle and manage complaints, settling any disputes, and resolving grievances and conflicts, or otherwise negotiating for a win-win outcome.
• Participate in the development and implementation of corrective action plans to improve guest satisfaction.
• Be alert and report any faults, defects and unusual activity of the property to relevant departments.
• Lead and mentor other team members on the Pan Pacific Discovery Program.
• Attend all Pan Pacific Discovery meetings and webinars to learn and be updated on new enhancements, changes or promotions of this Program.

Talent Profile

If you sincerely enjoy meeting people, is able to strike a conversation with just about anyone, possess a warm personality and has at least 3-5 years of experience in Guest Relations, including managing a team, you are the candidate that we are looking for. Write in to have a chat with us!

Pan Pacific Hotels Group