Pan Pacific Serviced Suites’ Residents Treated Like Royalty
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Pan Pacific Serviced Suites’ Residents Treated Like Royalty
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Category: Worldwide - Careers -
Recruitment / Job / Training
This is a press release selected by our editorial committee and published online for free on 2008-05-20
Pan Pacific Serviced Suites’ Personal Assistants (PAs) have undergone an intensive training programme aimed at grooming master butlers to serve royalty, dignitaries and celebrities. The newly launched Pan Pacific Serviced Suites believes that it is the only serviced suites accommodation where residents can rely on round-the-clock Personal Assistants to provide them local city connections.
Pan Pacific Serviced Suites has specially engaged Wayne Fitzharris, Founder and Director of The International Guild of Butlers and Housemanagers, to design a customised programme to train its personalised service staff to provide the highest level of personalised service to its guests. Wayne has more than 25 years of butler experience and has served dignitaries, celebrities, royalty including the Royal Family of Jordan as well as politicians around the world. He has also trained butlers for royal and private households, and for hotel brands such as the Burj al Arab in Dubai, the Jumeirah Group in Middle East and Per Aquum in the Seychelles.
“The Personal Assistant at the Pan Pacific Serviced Suites is akin to a Modern Day Butler. He or she is observant, knowledgeable, is in touch with the needs of today’s guests, offers prompt service without being asked and yet discreet. It is all about listening, meeting and satisfying each customer competently, accurately and timely These highly trained and dedicated professionals will certainly create an impression on the guests and make them return to Pan Pacific Serviced Suites again,” said Wayne.
To achieve this level of personalised care and attentive service, these professionals have to undergo a 5-day customised training programme which consists of theoretical and practical components including project work and a walk-through guest experience. The participants gained knowledge such as understanding of customs and cultures, etiquette and manners and picked up skills such as being a good listener and communicator, anticipating and responding to the needs of different types of guests, and remembering their guests’ likes and dislikes.
“For more than 30 years, Pan Pacific has always embraced a culture of service excellence. We have been globally recognised for consistently delivering high levels of personalised service to our guests. Our PAs at the new Pan Pacific Serviced Suites will further raise the bar on service excellence as they have now benefited from a training programme originally intended to train butlers serving royalty, celebrities and dignitaries,” said Mr Scott Swank, Senior Vice President, Operations of Pan Pacific Hotels and Resorts.
Two participants shared their views on the training. Said Maria Bte Kamrulzaman, “Besides teaching us how to be a good PA, the trainer also motivated us to develop our own skills and have greater confidence. We learned more about the duties and responsibilities of our roles and gained useful tips towards becoming an indispensable master PA. Most importantly, the programme inspired us to love our jobs even more.”
Janice Laurence Yip added, “A top-notch PA requires more than just communication and leadership skills and delivering good service. We have to be a jack of all trades with essential attributes such as being dependable, knowledgeable and confident. The course has taught us well and made us feel proud of what we do. We can now deliver the best hospitality experience for our guests.”
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