Total 12 job vacancies by Pan Pacific Hotels Group Limited

The incumbent will be responsible for the transfer of Incoming and Outgoing calls for guests and administration staff. Attend to guest requests and enquiries regarding telephone calls, Hotel services and facilities.

Primary Responsibilities

1. Connect/transfer incoming and outgoing calls to/from guests and staff.
2. Program wake-up calls and take guest messages.
3. Train and ensure Communication Agents are competent and confident in handling the switchboard according to Standard Set.
4. Liaise with vendor/Telecoms on repairs and breakdown of telephone equipment.
5. Taking restaurant reservations using TABLECHECK.
6. Reporting any room facilities default to relevant department via HOTSOS.
7. Taking In Room Dining via Infrasys Cloud POS.
8. Ensure all Cable Movies and Public Music is in working order.
9. Ensure all Events for the day/week/month are updated accordingly.
10. Handle calls during Emergency Situation such as Fire Alarm, Bomb Threat Call and Request for doctor.
11. Ensure all telephone discrepancies or loss of posting is rectified immediately.
12. Ensure all calls are handled professionally and in a warm and friendly manner.
13. Assist in all Front Office areas when necessary to meet business needs.
14. Demonstrate Awareness of Workplace Safety and Health (WSH) policies and procedures and ensure all procedures are conducted safely and within WSH guidelines.
15. Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly.
16. Able to handle Fire Command Centre duties – Carpark & Elevator Intercom and Panic alarm assistance.
17. Initiate action to correct a hazardous situation and notify supervisors of potential dangers.

Summary

The incumbent’s role is responsible for supporting end users’ technology needs. The primary focus is on ensuring that end users have reliable, efficient and secure access to the technology tools and business applications to perform their job functions effectively.

Job Responsibilities

• Provide technical assistance and support to end users in addressing their hardware, software, hotel IT applications and connectivity issues. Resolve problems in a timely and effective manner. Collaborate and communicate with end users on IT updates, changes, and initiatives.
• Fulfil PPHG IT monthly tasking with proper documentations.
• Manage user onboarding and offboarding i.e account provisioning and deprovisioning. Create user accounts, including access permissions, passwords, and security settings in accordance to procedure
• Liaise with vendor on the installation, configuration and maintenance of hotel business applications used by end users. Manage data backup and recovery for end-user devices and ensuring data integrity and compliance.
• Adhere to cybersecurity policy to protect end-user devices, data and systems from threats such as malware and unauthorized access.

Position summary statement:

Reporting to the Director of Catering Sales, the Senior Catering Sales Manager (Wedding) will be focusing on wedding and social sales. The incumbent is responsible for proactive sales efforts and client servicing, high motivated and aggressive in event acquisition. This position contributes to achieving revenue goals and financial performance in the discipline of Catering Department. Assists in implementing the brand’s service strategy and initiatives in all aspects of the sales process.

Responsibilities:

• Responsible to secure new business and maintain repeat customers, potential customers to sell all banquet facilities and services for corporate, social catering and weddings.
• To exceed individual assigned sales goal and shared responsibility for team members for achievement of total catering department sales budget. Derive creative upsell initiatives.
• Tracks booking goals and conversion on a weekly basis
• Design and propose promotion packages for weddings and social events every quarter.
• Prepare sales contracts and follow up on contract by engaging clients by ascertaining the customer's requirements
• Attend to walk-in guests, telephone enquiries, sales calls and event needs and site viewing for potential customers.
• He/she is to be engaged in event execution, ensure a unique, innovative and personalized guest experience.
• Engaged in sales activities, manage accounts, update booking status and implement plans to maximise business opportunities.
• To follow-up on all bookings, tentative or confirmed on timely basis accordingly for bookings being held.
• Input the bookings accurately in Opera Sales & Catering. Follows the correct reservation procedures and ensures that the relevant forms are properly completed.
• To ensure Banquet Event Order are circulated within the set time frame (3 weeks before the wedding date) to relevant departments
• To comply with banquet operation procedures pertaining to issuing of event orders and follow up on the orders.
• To meet and greet customers before start of event and introduce Banquet in charge and AV technician to organiser to ensure proper hand over and to ensure event information are properly communicated
• To conduct post-event, follow up with clients feedback
• To prepare 2-weekly banquet function forecasts and update confirmed sales-to-date for subsequent 3 months during Banquet and Food & Beverage meetings.
• Establish a good working relationship with the Banquet Operations, Room Sales as well as the other related Departments.
• Maintains contacts with suppliers and other establishments providing services linked to catering activities.
• Covers Sales Executive & Assistant Catering Sales Manager’s role in their absence
• Additional leadership responsibilities as assigned.
• Any other duties as may be assigned from time to time

• Ensure the highest standard of presentation of the spa at all times
• Ensure the assigned therapy rooms is up to standard including presentation and stock control
• Perform all therapy treatments
• Assist in sales of packages of treatments and retail products.
• Assist in all workshops and ensure the smooth running of such events
• Follow up on clients treatments by scheduling clients’ appointments in advance
• Ensure all hygiene levels are met in the Spa

Possess ITEC/CIBTEC/WSQ or relevant certifications

Good communication and interpersonal skills

Good service attitude

Team Player

Position summary statement:

Assist the Executive Housekeeper in directing and maintaining the Housekeeping Department in accordance with the policies, standards and guidelines established by Pan Pacific Hotels Group.

Primary Responsibilities:

• Coordinate with the Assistant Housekeepers on daily operations. Plan manpower accordingly to hotel occupancy and events, including daily allotment and OT requirements
• Ensure that monthly training plan is done and that training attendance are submitted accurately
• Coordinate with all relevant departments on jobs requiring interdepartmental cooperation
• Ensure that GC/PM rooms are checked and up to hotel standards
• Prepare weekly roster for Assistant Housekeeper, Supervisors and Room Attendants
• Inspect areas daily – public area and rooms
• Inspect all VIP rooms
• Schedule and ensure that sofa, chairs and carpet are put through a cleaning programme
• Ensure that weekly and monthly inventory is done
• Assist with procurement processes and forecasting. Ensuring that we keep within budget and forecast is accurate
• Coordinate with laundry contractor all laundry and linen are being returned timely and accurately
• Coordinate with contractors on pest control, landscaping maintenance, rental of plants, floral arrangement displays.
• Coordinate with public area cleaning contractor to ensure the daily scope of works for public area is being carried out
• Attend meetings scheduled for Housekeeping
• Prepare reports and compile data when necessary
• Counsel, motivate, train and discipline associates when necessary.
• Give recommendations for changes and processes
• Spearhead housekeeping projects for continuous improvement

Guest Satisfaction

• Monitor guest feedback on Trustyou.
• To formulate action/training plan base on feedback
• Retrieve guest profiles and personalise guest experience
• Meeting guest for feedback and handling guest complain where necessary

Position summary statement:

The position is responsible for supervising and assisting the manager in outlet operations. He/She will assume the role of the manager in the absence of the Outlet Manager.

The team Leader reports to the Outlet Manager.

Primary Responsibilities:

a) To assist the manager in carrying out his function of efficiently administering and organizing the outlet into a profitable center and increasing revenue.

b) To lead and supervise a shift which includes inspecting table and work area layouts and settings, ensuring service quality and any other hygiene matters.

c) To ensure that mis-en place/side station is all set up with food items, non-food items such as crockery and chinaware before the shift commences.

d) To replenish items as and when necessary.

e) To ensure that tables under his charge have the correct cutleries and table settings before the shift commences.

f) To take food and beverage orders and serve them.

g) To clear and remove soiled dishes, and bring them to the dish washing area.

h) To present bills to diners, collect payment and give to the cashier, return change or credit card to diners.

i) To reset tables after use.

j) To establish par stock and supervise inventory taking.

k) To conduct departmental SOP training for all staff.

l) To assist in forecasting staff requirements and in scheduling day off, vacation, and overtime requirements.

m) To undertake any other related task/duty/assignment that may be given by the Outlet Manager.

Drive Arrival, Engagement and Departure Experiences

Position Summary:

Ensure, manage and maintain a high security standard on the overall safety and security of the premises as well as the car parking system and account for the car park revenue. Provides investigation lead into losses, theft and other criminal activities. Advises on crisis, risk & safety management.

Primary Responsibilities:

Security & Safety

• Ensure that the Hotel is a secure and safe environment for guests, visitors and associates
• Reviews all security measures and procedures on a regular basis to ensure high security standard in the Hotel
• Develop and implement security policies, protocols and procedures
• Plan and coordinate security operations for specific events
• Coordinate the CERT team when responding to emergencies and alarm activations
• To act as a representative for the Hotel in liaising with Government law enforcement agencies affecting Security and Safety
• To carry out investigations of security incidents including thefts and losses in the Hotel and submit reports to the General Manager
• To ensure proper control of keys kept at the KMS (Key Management System) for emergency purposes or for daily draw-down and return by various users
• To lead and be responsible for the Hotel in complying with the Workplace Safety & Health Act and any of its subsidiary regulation
• To assist the Fire Safety Manager in monitoring compliance to the Fire Safety Act and any regulations imposed by the Fire Safety Bureau

Other responsibilities

Financial

1. Control budgets for security operations and monitor expenses
2. To take necessary and appropriate action to protect operating equipment against loss, wastage through mishandling, negligence or dishonesty.

Guest Experience

1. To ensure that hotel management receives excellent security related services
2. To engage with guest whilst on duty in lobby and any guest facing areas

Other duties

1. Recommending appropriate measures for enhancing and hardening security & risk management related matters on all aspects of the Hotel’s premises
2. Analyze data to form proposals for improvements (e.g. implementation of new technology)
3. Any other duties of a comparable nature as may be required by the General Manager

• Ensure the highest standard of presentation of the spa at all times
• Ensure the assigned therapy rooms is up to standard including presentation and stock control
• Perform all therapy treatments
• Assist in sales of packages of treatments and retail products.
• Assist in all workshops and ensure the smooth running of such events
• Follow up on clients treatments by scheduling clients’ appointments in advance
• Ensure all hygiene levels are met in the Spa

Respond and deal with clients first hand and to assist them in making appointments or to assist them with their queries and to ensure that all their needs are well attended and taken care of. Welcome and greet all clients in friendly and cheerful manner and to create a professional image when the client has first contact with the outlet.

Primary Responsibilities:

• Assist members in making reservations for spa treatment, fitness classes and assignment of treatment rooms
• Meet potential spa/fitness members and any other walk-in clients in a well mannered, professional, friendly manner and assist in consultation and closing of sales.
• Dealing with customer’s requests and complaints.
• Conducting outlet tours to walk-ins and new clients.
• Monitor client’s record and recommend packages of treatment
• Ensure Opening and Closing procedures are met
• Handle incoming calls, spa/fitness reception and cashiering duties daily.

Position Summary Statement

Direct, monitor and supervise the day-to-day activities of all sections within the Front Office and other services rendered by other operational departments of the Hotel, including the Business Centre, and to ensure smooth operations and customer service satisfaction in line with the established standards and policies of the Hotel.

Primary Responsibilities

a) Supervise sections in Front Office, such as reception, cashier, telephone, reservation and baggage services. Monitor the junior staff’s conduct and job performance and to ensure that all staff project a positive corporate image to guests.

b) Ensure that guests are attended to with promptness, courtesy and efficiency and that guest complaints are handled with tact and diplomacy. Assist in checking in / out of guests.

c) Assist to inspect rooms assigned to VIPs before their arrival. Meet and escort the VIPs to their rooms and ensure that the complimentary amenities are provided. Ensure that GM, Secretary, Sales and other relevant Departments are informed of the VIPs.

d) On commencement of shift to check Log Book for messages and follow up actions. Ensure keys in his custody are issued only to authorised personnel. Initiate

correspondence regarding enquiries, reservations, and complaints. Check housekeeping discrepancy report; report any variance and take corrective actions.

e) Perform duties pertaining to security such as directing guests reporting incidents, thefts, or any offences to the Security department for assistance and handle matters concerning guest’s undesirable conduct in rooms / public areas or undesirable persons loitering around in co-ordination with the security department.

f) Maintain cash float amount in accordance with expected occupancy. Authorise rate and room changes, paid outs, cash advances, acceptance of cheques according to procedures and credit policies.

g) Responsible for training of all reception staff including planning, organising and conducting OJT.

h) Conduct spot checks on the outlets in the absence of Outlet Manager.

i) Monitor room inventory closely to ensure maximum utilisation of rooms to generate higher revenue. Assist to maximise revenue and occupancy from group allotments.

j) Directly responsible for the evacuation of staff and guests during a fire in the absence of the Safety & Fire Manager.

Position Summary Statement

Direct, monitor and supervise the day-to-day activities of all sections within the Front Office and other services rendered by other operational departments of the Hotel, including the Business Centre, and to ensure smooth operations and customer service satisfaction in line with the established standards and policies of the Hotel.

Primary Responsibilities

a) Supervise sections in Front Office, such as reception, cashier, telephone, reservation and baggage services. Monitor the junior staff’s conduct and job performance and to ensure that all staff project a positive corporate image to guests.

b) Ensure that guests are attended to with promptness, courtesy and efficiency and that guest complaints are handled with tact and diplomacy. Assist in checking in / out of guests.

c) Assist to inspect rooms assigned to VIPs before their arrival. Meet and escort the VIPs to their rooms and ensure that the complimentary amenities are provided. Ensure that GM, Secretary, Sales and other relevant Departments are informed of the VIPs.

d) On commencement of shift to check Log Book for messages and follow up actions. Ensure keys in his custody are issued only to authorised personnel. Initiate

correspondence regarding enquiries, reservations, and complaints. Check housekeeping discrepancy report; report any variance and take corrective actions.

e) Perform duties pertaining to security such as directing guests reporting incidents, thefts, or any offences to the Security department for assistance and handle matters concerning guest’s undesirable conduct in rooms / public areas or undesirable persons loitering around in co-ordination with the security department.

f) Maintain cash float amount in accordance with expected occupancy. Authorise rate and room changes, paid outs, cash advances, acceptance of cheques according to procedures and credit policies.

g) Responsible for training of all reception staff including planning, organising and conducting OJT.

h) Conduct spot checks on the outlets in the absence of Outlet Manager.

i) Monitor room inventory closely to ensure maximum utilisation of rooms to generate higher revenue. Assist to maximise revenue and occupancy from group allotments.

j) Directly responsible for the evacuation of staff and guests during a fire in the absence of the Safety & Fire Manager.

The Senior Sales Manager reporting to Director of Sales is responsible for identifying, developing and managing accounts within specific segments and develop new accounts or business opportunities within corporate travel industry/leisure generating and maximising business potential of designated portfolio through daily sales activities.

The Senior Sales Manager will assist the Director of Sales to accelerate corporate, MICE or Leisure client base by expanding the hotel’s business through executing the developed strategic plans to drive measurable and incremental sales revenue meeting revenue targets set within PPHG group. This position requires an excellent communication skill, both written and verbal and to have a proactive and growth mind-set to work towards a successful hotel sales strategy.

Primary Responsibilities:

Business Development

1. Identify business trends and marketing opportunities that can improve the various hotels performance under PPHG to the Director of Sales and Marketing/Director of Sales
2. Continuously solicit for new business that expands our client base using action plans focused on the corporate and travel market segment identified by the Director of Sales & Marketing/Director of Sales
3. Develops and maintains contact with business partners, travel agents, airlines, corporate accounts, closely aligned to hotel business Prospecting and growing an account list, handling incoming leads and closing sales
4. Aware of sales strategies and goals when selling to negotiate optimum room rate for the benefit of the hotels’ business, sell facts and UPs of the hotel with a view to optimizing opportunities for revenue growth, monitors existing business and share sales strategies during sales/revenue meetings to maximize opportunities to achieve budget goals
5. Plan, execute and follow-up on sales trips as approved
6. Practice professional account qualification on a consistent basis (i.e., measure budget needs, date flexibility, space requirement, competitive information etc).
7. Attend tradeshows, travel functions, major business functions or as required/directed by the Director of Sales & Marketing/Director of Sales
8. Organizes familiarization of hotels and their facilities with clients and potential ones.
9. Responsible for an assigned sales target in accordance to Cluster segmentation - Work closely with each salesperson and identify opportunities and ways to maximize and exceed personal and team revenue goals

General

1. Support and assist in the development of the annual Business Plan, Hotel Budget and Marketing Plan as requested by the Director of Sales
2. Create excellent client relationship through attention to detail; prompt follow up and empathy for customer perceptions and needs whilst maintaining professionalism
3. Prepare periodic sales reports showing sales volume, potential sales, and areas of proposed client base expansion
4. Take ownership of daily sales activities and maximize the productivity by following a system of weekly and monthly action plans
5. Actively assist the Credit Department in follow-up of overdue accounts
6. Other duties assigned by the Director of Sales & Marketing/Director of Sales when required from time to time