Guest Services Supervisor

Pullman Hotels & Resorts; Singapore; On-site; USD 30,000 - 60,000; Full time

Job summary

An established industry player seeks a passionate Guest Services Supervisor to lead the Front Desk team at a premier lifestyle hotel. In this dynamic role, you will ensure exceptional guest experiences while maximizing upsell opportunities. Your leadership will foster a cohesive team environment, where attention to detail and a proactive approach are key. Join a vibrant atmosphere where creativity meets hospitality excellence, and contribute to redefining guest interactions. If you thrive in a fast-paced environment and are dedicated to service, this opportunity is perfect for you.

Qualifications

• 2+ years in luxury hotel, including supervisory experience.
• Excellent English skills; second language is a plus.

Responsibilities

• Supervise Front Desk team, ensuring high hospitality standards.
• Engage with guests and recommend upgrades during check-in.

Skills

Customer Service

Communication Skills

Problem-Solving

Multi-tasking

Time Management

Education

Diploma in Hospitality

Degree in Hospitality

Minimum ‘O’ Level Qualification

Tools

Opera PMS

Job description

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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 immersive relaxation zones; not to mention the happening lobby. Challenging the status quo, we are redefining hospitality with seamless, fun, cool, and smart interactions.

Job Description
The Guest Services Supervisor will supervise the Front Desk team in daily operations, ensuring the highest level of hospitality and service throughout the guest journey. Maximize upsell and cross-sell opportunities.

Primary Responsibilities

• Proactively engage with guests upon arrival or during check-in.
• Recommend upgrades such as higher room categories, breakfast options, early check-in fees, or late check-out fees.
• Ensure guests receive experiences aligned with brand standards, aiming to meet or exceed set scores and goals.
• Maintain guest folios and handle all cash and credit transactions.
• Coordinate effectively within the Front Office and with other departments.
• Manage guest recognition programs, handle guest complaints, and maintain accurate reports.
• Fulfill guest requests by coordinating with Housekeeping, F&B, Butler, and Concierge.
• Supervise the Guest Service team to ensure smooth check-in/out, VIP management, and room blocking.
• Assist with luggage and explain room features to ensure guest satisfaction.
• Provide guests with information and directions about the city and Singapore.
• Ensure professional greetings and farewells in the driveway area.
• Coordinate guest transportation activities and maintain safety and cleanliness standards.
• Handle all guest requests and queries efficiently.

Qualifications

• Minimum ‘O’ level qualification.
• Diploma or Degree in hospitality or related field preferred.
• At least 2 years of relevant experience in a luxury hotel, including 1 year in a supervisory role.
• Excellent English communication skills; proficiency in a second language is a plus.
• Good knowledge of Heart of House and Guest Services Operations.
• Experience with supervisory functions like staff rostering, room assignment, requisitioning, training, and coaching.
• Strong multi-tasking, problem-solving, and time management skills.
• Knowledge of Opera PMS is preferred.

Additional Information

• Strong interpersonal skills and the ability to address guest and colleague needs.
• Ability to motivate and create a cohesive team environment.
• Detail-oriented with a service-focused, approachable attitude.
• Ability to work under pressure, analyze issues, and exercise good judgment.
• Self-motivated, proactive, and adaptable to change.
• Good computer skills, including property management systems.

Seniority level

• Associate

Employment type

• Full-time

Job function

• Other

Industries

• Hospitality