Guest Experience Executive

Accor Asia Corporate Offices; Orchard (NE); On-site; USD 60,000 - 90,000; Full time

Job summary

Pullman Singapore Orchard is seeking a Guest Experience Executive to oversee the daily operations of the Executive Club Lounge, delivering exceptional F&B and Concierge services and shaping the guest journey from pre-arrival to post-departure.

The role requires strong English communication, supervisory experience, knowledge of Opera PMS, and the ability to coordinate across departments to ensure personalized service and memorable stays.

Qualifications

• Excellent written and verbal English communication.
• Strong supervisory skills including rostering and coaching.
• Knowledge of guest services operations and Heart of House processes.

Responsibilities

• Supervise and direct the Guest Experience Executive team to provide personalized care to hotel guests.
• Manage the guest experience through a seamless flow of processes across departments.
• Uphold a flawless impression of Pullman Singapore Orchard services, products and colleagues.
• Accommodate guest needs and requests and create memorable experiences.

Skills

Communication skills

English proficiency

Supervisory experience

Multi-tasking

Time management

Problem solving

Guest services operations

Interdepartmental coordination

Education

O level qualification

Tools

Opera (PMS)

Job description

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

The Guest Experience Executive is responsible for the daily operations of the Executive Club Lounge, ensures that the highest level of hospitality, delivering F&B services, Concierge services and creating an experience throughout guest stay.

Primary Responsibilities

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

• Superviseand direct the team of Guest Experience Executive to ensure that personalized care is provided to all hotel guests at Heart of House throughout their stay.
• Manages the Pullman Singapore Orchard guest experience through a seamless flow of processes.
• Upholds a flawless impression and perception of Pullman Singapore Orchard services, products, and colleagues.
• Accommodates all guest needs and requests, anticipating guest needs, and creating memorable experiences through personalized service.
• Works with all departments to ensure seamless service.
• Perform other duties as assigned.

Qualifications

• Minimum ‘O’ level qualification
• Excellent written and communication skills in English and ability to communicate in a second language
• Good technical knowledge of Heart of House and Guest Services Operations
• Knowledge in supervisory functions like staff rostering, room assignment, requisition order, basic training, and coaching
• Effective multi-tasking and time management skills
• Knowledge and experience in problem solving
• Has knowledge of Opera (PMS)

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