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 Service One Manager is responsible for the handling all external, internal calls and guests requests. This also includes the setup, maintenance and improvement of all telephony systems.

Our Expectations:

• Ensure all Guest Services Associates have up to date knowledge of all current packages, offers and events across the hotel.
• Guide, coach and train Associates to "speak with a smile" at all times.
• Continuously monitor, study and evaluate operations, policy and procedures of the hotel and propose necessary improvements to relevant departments in a timely manner.
• Document hotel risk management reports where appropriate with in-depth in investigation and process recommendations for future prevention and improvement.
• Ensure all emergency messages and announcements are relayed in a timely, efficient and calm manner in order to ensure the safety of all occupants of the hotel.
• Responsible for managing and driving Stayplease communication from receipt of request through to resolution, while supporting the development and usage of task management system.
• Analyze Stayplease and telephony statistics to identify areas of shortfalls and opportunities to drive service excellence.
• Ensure emergency hotline contact list is current & distributed to appropriate associates.
• Work closely with Front Office Duty Managers to escalate and/or feedback any guest issues for immediate attention.
• Report all unsafe environmental conditions or equipment in the call centre that present a health & safety risk to the Security Duty Manager & Front Office Duty Manager to ensure guest and associates\' safety.
• Report any engineering or housekeeping defects via Stayplease immediately in accordance with the Standard Operating Procedures & follow up in a timely manner to ensure completion of requested work.

Talent Profile

We are looking for a self-motivated individual with excellent interpersonal and communication skills. If you have at least five years of supervisory experience in hospitality, managing a team and possess strong working knowledge of systems like Opera, Infrasys, Tablecheck and Stayplease, write in to have a chat with us!

Pan Pacific Hotels Group