Guest Services Manager

About the role

Pullman Singapore Orchard, a 5-star hotel described as a design-led destination, is hiring a Guest Services Manager. Reporting to the Front Office Manager, the role oversees daily front office operations and ensures the highest standards of hospitality and service. The manager represents the hotel in the absence of senior management, handles problem resolution and all guest-related situations, manages the flow of questions and directs guests in the lobby.

Key responsibilities

• Manage the guest journey from pre-arrival to post-departure and the Pullman guest experience through a seamless flow of processes.
• Monitor daily bookings and make sure assigned rooms are prepared before check-in.
• Accommodate all guest needs and requests, anticipating them and delivering personalized service.
• Work with the Front Office, F&B and Housekeeping teams to ensure seamless service and operations.
• Handle guest incidents and problem resolution, and assist with the daily operations of the Front Office.
• Drive the ALL Loyalty Programme for new registrations.
• Ensure service standards and individual performance align with Accor Hotels values.
• Train and motivate colleagues, delegate work effectively and maintain a cohesive team environment.
• Protect the security and confidentiality of guest and hotel information.

Required profile

• Diploma, preferably in hospitality or a related field.
• Minimum 3 years' relevant experience, including at least 1 year at a managerial level.
• Strong interpersonal skills, attention to detail and an approachable attitude.
• Ability to work under pressure, prioritize work and respond to change effectively.

Required skills

• Excellent spoken and written English, and the ability to communicate in a second language.
• Knowledge of Opera (PMS) and POS systems.
• Good computer and property management system skills.