Guest Services Agent

Pullman Hotels & Resorts; Singapore; On-site; SGD 24,000 - 36,000; Full time

Job summary

A leading company in the hospitality sector seeks a Guest Services Agent to provide exceptional service and personalized solutions for guests at their hotel. The role involves managing guest services, ensuring smooth operations, and creating memorable experiences through attention to detail and effective communication.

Qualifications

• Minimum 1 year of relevant experience in Concierge or Guest Services.
• Excellent communication skills in English and ability to communicate in a second language.

Responsibilities

• Manages all guest services tasks (Concierge / Portering / Doorman).
• Accommodates guest needs and requests, creating memorable experiences.
• Ensures service standards align with Accor Hotels Values.

Skills

Communication

Interpersonal Skills

Attention to Detail

Problem Solving

Education

Certificate related to customer service or hospitality

Tools

Property management systems

Job description

Company Description

Our World is Your Playground. A world-class lifestyle hotel in the heart of Orchard Road, where playfulness meets peak performance; creativity meets innovation; business meets success. At Pullman Singapore Orchard, we don't do ordinary. Pioneering and stylish, guests can push their boundaries in 326 guestrooms and suites, trend-setting F&B outlets, and an immersive relaxation zone; not to mention the vibrant lobby. Challenging the status quo, we are redefining hospitality with seamless, fun, cool, and smart interactions.

Job Description

The Guest Services Agent is the point of reference for guests who need assistance or information. They understand guests’ needs and requests and provide personalized solutions for hotel offerings and Singapore-specific activities and attractions. They are also responsible for handling luggage and parcels from guests or external sources.

Primary Responsibilities

1. Manages all guest services tasks (Concierge / Portering / Doorman)
2. Supervises and participates in the activities of personnel in charge of handling and safekeeping of all incoming, outgoing, and stored baggage.
3. Welcomes all guests, promotes inter-hotel sales and in-house facilities, and provides directions and suggestions for the surrounding areas.
4. Ensures the smooth operation of the hotel entrance and driveway by performing all tasks in accordance with Pullman Singapore Orchard’s standards and ethics.
5. Accommodates guest needs and requests, anticipates needs, and creates memorable experiences through personalized service.
6. Gathers, summarizes, and provides information to guests about the property and surrounding area amenities, including special events and activities.
7. Ensures service standards and individual performance align with Accor Hotels Values—Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation, and Respect.
8. Performs other duties as assigned.

Qualifications

Knowledge and Experience

• Certificate related to customer service or hospitality
• Minimum 1 year of relevant experience in Concierge or Guest Services
• Excellent communication skills in English and the ability to communicate in a second language

Additional Information

• Strong interpersonal skills
• Ability to understand and address guests’ and colleagues’ needs
• Ability to create and maintain a cohesive team environment
• Focus on service with attention to detail and an approachable attitude
• Ability to work well under pressure, analyze, and resolve issues with good judgment
• Effective prioritization and organization of work, with delegation skills
• Self-motivated with good initiative in a dynamic environment
• Ensure security and confidentiality of guest and hotel information
• Proficiency in computer and property management systems
• Ability to embrace and respond effectively to change