Guest Experience Lead - Luxury Front Desk & Concierge

Pullman Hotels & Resorts; Singapore; On-site; SGD 36,000 - 50,000; Full time

Benefits offered by this job

Centralised location

5 days work week

Duty meals

Uniform provided

Comprehensive medical benefits

Birthday Leave

Family Care Leave

AWS

F&B and worldwide hotel discounts

Job summary

Pullman Singapore Hill Street is hiring a Front Office professional to support guest arrivals, check‑in/out and concierge services. You will assist VIP guests, prepare VIP amenities, and coordinate with housekeeping and other departments to ensure smooth operations.

The role requires excellent communication, client‑facing skills and a proactive approach to guest satisfaction. Join a dynamic team in a centrally located hotel offering extensive benefits and career growth opportunities.

Qualifications

• Excellent communication and interpersonal skills with colleagues and guests.
• Excellent customer service skills and enjoy creating delightful moments for guests.
• Able to thrive in a dynamic and fast paced environment.
• Strong analytical and problem-solving skills.
• Strong operational leadership with a business mindset.
• Read, write and speak English fluently.

Responsibilities

• Be part of Front Office areas such as Front Desk, Executive Lounge and Concierge.
• Assist guests with check-in and check-out, and other cashiering duties.
• Register guests and assigns rooms according to their reservation confirmation.
• Prepare VIP arrivals for all arrival transfer guests, loyalty member guests and suite paying guests.
• Prepare VIP list and send email out to all operations department daily.
• To recommend tourist attractions and places to visit
• Maintain the privacy of all guests by ensuring their details are kept strictly confidential
• Understand all room types and work with Housekeeping to manage room status effectively.
• Adhere to proper credit matters and cash handling policies and procedures
• Understand the usage of internal communication logs to communicate effectively with other colleagues
• Handle guest feedback and attempt to perform first person recovery steps
• Prepare VIP amenities for Gold, Platinum, Diamond, Limitless members as well as suite paying guests daily.
• Update, check and input ACDC
• Prepare Decoration for guests who opted for the package
• Monitor guest relations emails and respond to them effectively
• Provide guidance and on job training for Guest Services Officer
• Ensure and check that all daily guest relations tasks are completed
• Ensure that all guest arrival and departure procedures are in accordance to SOP and recommend improvements accordingly
• Assist to perform Executive Lounge and Concierge duties whenever required
• Be efficient in assisting guests throughout their stay, handle guest feedback, and take ownership in providing reasonable solutions
• Be familiar with hotel products and services and recommend to guests accordingly
• Alert Security or Duty Manager of suspicious looking person(s) / articles in the lobby
• Maintain complete knowledge of all hotel products and services
• Maintain the cleanliness and neatness of the Front Office areas
• Be fully familiar of the Emergency Procedures, Policies and Standard Operating Procedures as established by the Hotel
• Attend all briefings, meetings and trainings as assigned by management
• Perform other reasonable duties as assigned by the management

Skills

Customer service

Communication

Interpersonal skills

Problem solving

Leadership

English fluency

Job description

Pullman Singapore Hill Street is hiring a Front Office professional to support guest arrivals, check‑in/out and concierge services. You will assist VIP guests, prepare VIP amenities, and coordinate with housekeeping and other departments to ensure smooth operations.

The role requires excellent communication, client‑facing skills and a proactive approach to guest satisfaction. Join a dynamic team in a centrally located hotel offering extensive benefits and career growth opportunities.