Guest Services Executive

PULLMAN; Singapore; On-site; SGD 27,000 - 36,000; Full time

Benefits offered by this job

Centralised location

5 days work week

Duty meals and uniform

Family Care Leave

AWS

F&B and worldwide hotel discounts

Job summary

Pullman Singapore Hill Street is seeking a Guest Services professional to join our Front Office team. You will assist guests with check-in/check-out, register arrivals, manage VIP arrivals, and coordinate daily VIP communications for operations.

You’ll recommend local attractions, protect guest privacy, and collaborate with Housekeeping to optimize room status. Ideal candidates excel in hospitality, offer superb English communication, and thrive in a fast-paced, luxury environment.

Qualifications

• Excellent communication and interpersonal skills with guests and colleagues.
• 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

Communication

Customer service

Adaptability

Problem solving

Leadership

English fluency

Job description

At Pullman Singapore Hill Street – our world is your playground; where playfulness meets peak performance, creativity meets innovation, business meets success.

The 350-room hotel will feature a rooftop bar and executive lounge with sweeping views over Fort Canning, the Singapore River, and St Andrew’s Cathedral, along with a vibrant lobby, health and fitness centre and pool.

At Pullman Singapore Hill Street, we don't do ordinary. We challenge the status quo, redefine hospitality with seamless, fun, cool and smart interactions. #BELIMITLESS

Pullman is the high-end international brand of the Accor group, mainly targeted at cosmopolitan travelers who have wide connections and enjoy combining work and pleasure.

Accor is a world leading augmented hospitality group, with over 40 brands and more than 5,300 hotels all over the world. Come join us to make the world more welcoming, caring and inspiring.

Job Description

• 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

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

Additional Information

What's in it for you?

• Centralised location, walking distance from City Hall MRT
• 5 days work week
• Duty meals and uniform provided
• Family Care Leave
• AWS
• F&B and worldwide hotel discounts