Guest Services Manager

Pullman Hotels & Resorts; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Pullman Singapore Orchard is seeking a Guest Services Manager to lead daily Front Office operations, ensuring exceptional hospitality and seamless guest experiences across the lobby, front office, F&B and housekeeping teams.

Reporting to the Front Office Manager, you will guide guest journeys from pre-arrival to post-departure, drive loyalty sign-ups, and uphold service standards in line with Accor values.

Qualifications

• Diploma in hospitality or related field.
• Minimum 3 years of relevant experience with at least 1 year in a managerial role.
• Excellent English communication and ability to communicate in a second language.
• Knowledge of Opera PMS and POS systems.

Responsibilities

• Manage the guest journey from pre-arrival to post-departure.
• Coordinate with Front Office, F&B and Housekeeping to ensure seamless service.
• Monitor daily bookings and ensure rooms are prepared prior to check-in.
• Uphold service standards aligned with Accor Hotels Values.
• Attend to guest incidents and resolve problems.
• Drive ALL Loyalty Programme for new registrations.

Skills

Communication skills

English proficiency

Opera PMS knowledge

POS knowledge

Education

Diploma in Hospitality or related field

Job description

Company Description

At

Company Description

At Pullman Singapore Orchard, progress is woven into every experience we create — from our fashion-inspired rooms and suites to our vibrant dining destinations, wellness spaces, dynamic event venues, and one-of-a-kind urban beach club atmosphere. More than a 5-star hotel, we are a bold, design-led destination where contemporary hospitality, culture, flavour, and connection come together to spark discovery and memorable moments. Our service culture is built on curiosity, confidence, and growth, encouraging our teams to bring fresh energy to every guest interaction. Here, every role contributes to a hotel experience that feels stylish, social, and alive — where people are empowered to grow, ideas move forward, and the spirit of Pullman comes to life through service that is personal, progressive, and unmistakably memorable.

Job Description

Reporting to Front Office Manager, the Guest Services Manager oversees the daily Front Office operations, ensuring that the highest levels of hospitality and services are delivered as per required standards. He/she will represent the Hotel in the absence of senior management, handles problem resolution and all guest related situation. Manages the flow of questions and directs guests within the lobby.

Primary Responsibilities

Manages the guest journey from pre-arrival to post-departure

• Manages the Pullman Singapore Orchard guest experience through a seamless flow of processes.
• Ensures the smooth running of the hotel operations by performing all tasks as required.
• Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
• Upholds a flawless impression and perception of the Pullman Singapore Orchard, Pullman services, products, and colleagues.
• Accommodates all guest needs and requests, anticipating guest needs, and creating memorable experiences through personalized service.
• Works with Front Office, F&B and Housekeeping Team to ensure seamless service and operations.
• Ensures service standards and individual performance are aligned with Accor Hotels Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.
• Attends to guest incidents and handles problem resolution.
• Assists with the daily operations of Front Office.
• Drives the ALL Loyalty Programme for new registrations.

Qualifications

• Diploma from preferably hospitality or related field
• Minimum 3 years’ relevant experience with at least 1 year at a managerial level
• Excellent communication and written skills in English and ability to communicate in a second language
• Has knowledge of Opera (PMS) and POS

Additional Information

• Possess strong interpersonal skills.
• Understand and addresses guests and/or colleagues needs.
• Train and motivate colleagues.
• Create and maintain a cohesive environment for the team.
• Focus on service with an eye for detail and an approachable attitude.
• Work well under pressure, with the ability to analyze and resolve issues by exercising good judgment.
• Prioritise and organize work assignments and delegates work effectively.
• Self-motivated and show good initiative in a dynamic environment.
• Ensure security and confidentiality of guest and hotel information.
• Possess good computer and property management system skills
• Embrace and responds to change effectively