Guest Services Executive

Accor Asia Corporate Offices; Singapore; On-site; SGD 39,000 - 56,000; Full time

Benefits offered by this job

Centralised location near City Hall

5 days work week

Duty meals and uniform provided

Comprehensive medical benefits

Birthday Leave

Family Care Leave

AWS

F&B and worldwide hotel discounts

Job summary

Pullman Singapore Hill Street, part of the Accor family, seeks a Customer‑focused Guest Services Officer to join the Front Office team. You will assist guests with check‑in/out, register rooms, and prepare VIP arrangements daily, ensuring privacy, accuracy and a seamless guest experience.

You will liaise with Executive Lounge and Concierge, manage VIP lists, and respond to guest feedback with proactive recovery steps.

Qualifications

• Excellent communication and interpersonal skills.
• Excellent customer service and ability to create delightful guest moments.
• Thrives in a dynamic, fast-paced environment.
• Strong analytical and problem-solving skills.
• Strong operational leadership with a business mindset.
• Read, write and speak English fluently.

Responsibilities

• Assist guests with check-in and check-out and cashiering duties.
• Register guests and assign 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 managementPerform other reasonable duties as assigned by the management

Skills

Excellent communication

Customer service

Dynamic environment

Analytical thinking

Leadership

English fluency

Job description

Company 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 managementPerform 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
• Comprehensive medical benefits
• Birthday Leave
• Family Care Leave
• AWS
• F&B and worldwide hotel discounts