Major Duties

• Be fully aware of the hotel guest satisfaction program, ensuring surveys are distributed and returned in sufficient numbers to allow for accurate results.
• Lead and coordinate all activities aimed at increasing the EGCC monthly scores and achieving the monthly Overall Satisfaction targets as well as a number of enrolments.
• Communicate on a regular basis the current satisfaction rating and follow up with the relevant departments on any specific areas of complaint to respond to the guest feedback collected through the hotel guest satisfaction tool.
• Build and maintain positive relationships with all guests, by interacting directly on a regular basis, in order to fulfill their needs and exceed their expectations,
• Maintain guest history profiles to ensure service can be provided in line with needs, with a particular focus on return guests.
• Create a positive hotel image in every interaction with internal and external guests/clients.
• Adhere to hotel brand standards.

Customer Service

• Coordinate activities and service in the lobby and Club Lounge in line with Brand standards.
• Ensure Club Lounge food and beverage offerings are delivered in accordance with brand standards.
• Implement procedures that enhance the guest experience.
• Ensure all guest complaints are handled in a prompt and courteous manner, any guest complaints that cannot be adequately dealt with are communicated to the Guest Relations Manager.
• Ensure a high standard of cleanliness is maintained throughout the lobby and Club Lounge areas at all times, inspecting on a regular basis. 
• To be aware of all VIP arrivals and expected visits well in advance, with ultimate responsibility for each and every VIP stay, strictly following PPHG Guidelines for VIP arrival.
• Collect actively in advance all details of the VIP profiles and update accurately and systematically the guest profile in Fidelio.
• Ensure all departments are aware of the arrival and the necessary actions needed.
• Prepare personally for the VIP arrival including room, amenities, transfer, and greeting at the hotel.
• Ensure the comfort and satisfaction of VIPs during their entire stay, and follow up on any requests or issues.
• Prepare the departure ensuring all aspects are covered to ensure a smooth experience.

Human Resources Management 

• Ensure that any behavior/actions of the Guest Relations team that require disciplinary action are correctly managed and documented according to current legislation and in liaison with Human Capital & Development.
• Coach, counsel and provide feedback in a constructive manner to assist in the development of any non-performing staff.
• Ensure that all staff are carrying out their duties in accordance with hotel policy department procedures and brand standard.
  
• Maintain rosters to ensure continuity of service, whilst fulfilling the needs of staff through the provision of leave.
• Prepare and administer a detailed induction program for new staff.
• Implement strategies and incentives to retain staff, identifying any potential high performers and ensuring they are given opportunities to develop.
• Attend meetings and training sessions as required.

• University graduate, major in Hospitality Management, Business Administration, or any related fields. 
• 1-2 years working experience in the same position. 
• Be familiar with all room types, and benefits that would be required for the performance of the daily job function.
• Have a pleasant and smiling personality.
• Well grooming and good knowledge of local areas/places of interest, shopping, etc.
• Must be fully conversant with the Front Office computer system.
• Must be good in spoken and written English.
• Third language (Japanese, Chinese) is a bonus. 

Send your Resume to careers.pphan@panpacific.com with the title: [Date] PPHAN - [Position] - [Your full name] 

Please be informed that only shortlisted candidates will be notified.