Guest Services Officer

About the role

The Guest Services Officer will be a key member of the Front Office team at Pullman Singapore Hill Street, supporting the Front Desk, Executive Lounge and Concierge areas. You will ensure smooth check‑in and check‑out processes, deliver personalised service to VIP and loyalty guests, and uphold the hotel’s high standards of hospitality.

Key responsibilities

• Assist guests with check‑in, check‑out and cashiering duties.
• Register guests, assign rooms, and upsell higher room categories to maximise revenue.
• Prepare VIP arrivals, amenities and daily VIP lists for loyalty members and suite guests.
• Provide recommendations on tourist attractions and hotel services.
• Maintain accurate room status, coordinate with Housekeeping and handle credit and cash procedures.
• Perform Executive Lounge and Concierge duties as required.
• Monitor lobby security, alert Security or Duty Manager of any suspicious activity.
• Ensure confidentiality of guest information and uphold all SOPs and emergency procedures.
• Attend briefings, meetings and training sessions.

Required profile

• Secondary / High school education.
• Good reading and oral proficiency in English.
• Ability to speak additional languages is a plus.
• Strong customer‑service orientation and attention to detail.

Required skills

• Cash handling and basic accounting procedures.
• Upselling and revenue‑maximisation techniques.
• Knowledge of hotel room types and coordination with Housekeeping.
• Use of internal communication logs and hotel management systems.
• Ability to prepare VIP amenities and manage guest preferences.