Guest Services Manager

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

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.

• 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

• 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