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 the city's landscape and grow your hospitality career with us!Reporting to the Front Office Manager, the Service One Manager is a section manager who is responsible for the management of all inbound calls of the Hotel, including the setup, maintenance and improvement of all telephony and its related systems.Our Expectations:

• Supervises a team of Guest Service Ambassadors (GSAs) whose primary role is to answer all inbound calls from our in-house and external guests.
• Ensure that all GSAs are well trained and equipped with the necessary product and service knowledge, allowing them to respond to all queries in an expeditious manner with accurate up-to-date information.
• Train and guide GSAs to answer calls in a professional manner, using the appropriate verbiage and tone of voice befitting of our Hotel's brand standards.
• Actively monitor all calls for efficient call handling, ensuring minimal dropped calls. Analyse call statistics and recommend action plan for better call management. Identify gaps and work closely with the Learning & Development section to identify training interventions to bridge performance gaps.
• Ensure that all emergency messages and announcements are relayed in a timely, efficient and calm manner in order to ensure the safety of all guests.
• Update and maintain the Hotel's contact and/or emergency contact list ensuring currency of records.
• Document and alert Management of any risk that may become apparently while handling incoming calls.
• Work closely with Duty Managers and Front Office Manager to escalate and/or feedback any guest issues for immediate attention.
• Report any defects via the work order management system (StayPlease) in accordance with the Standard Operating Procedures.
• From time to time, may be required to assist to cover Front Desk operations. Where needed, to also assist to take In-Room Dining (IRD) orders for our guests and coordinate the order with the IRD Service and Kitchen team. Also assist to take Dining Reservations for our Food & Beverage outlets.

Talent ProfileWe are looking for a self-motivated individual with excellent interpersonal and communication skills. You should also enjoy interacting and engaging with others through the phone and takes pride in coaching a team for excellence. If you have at least five years of supervisory work experience with knowledge of OPERA Cloud, StayPlease and Telephony System, 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