Guest Services Supervisor

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 Services Supervisor will supervise the Front Desk team in the daily operations and ensure that the highest level of hospitality and services are rendered throughout the entire guest journey. Maximise the outcome of upsell and cross-sell opportunities.

Primary Responsibilities

• Proactively engaging with guest upon arrival or during check in
• Recommend guest for either higher room category, breakfast component, early check in fee or late check out fee
• Ensuring guests receive the experience as detailed in brand standards. Aim to achieve the scores and goals set by management.
• Proactively engaging with guest upon arrival or during check in.
• Recommend guest for either higher room category, breakfast component, early check in fee or late check out fee.
• Maintain guest folios and handles all cash and credit card transactions
• Initiate and maintain effective coordination and communication within the Front Office department and other departments
• Maintain guest recognition programs, accurate guest recognition reports and handling of guests' complaints
• Ensure all guest requests are fulfilled by coordinating with the concerned departments i.e. Housekeeping, F&B, Butler and Concierge
• Supervise the Guest Service team to ensure smooth operations during check-in and check-out, VIP management and room blocking.
• Assist guests with luggage upon their arrival and departure
• Explain room features and amenities thus ensuring guest comfort and satisfaction throughout their stay in the hotel
• Provide accurate and valuable information and directions to guests about the city and Singapore, where appropriate
• Ensure that all guests in the driveway area receive the highest level of professional welcome and farewell from our hotel
• Ensure the overall co-ordination and execution of all activities at the hotel driveway area especially in relations to guest transportation
• Maintain high standard of cleanliness and safety at hotel driveway and vicinity to upkeep the image of the hotel
• Handles all guests’ requests and queries

Qualifications

• Minimum ‘O’ level qualification 
• Diploma or Degree from preferably hospitality or related field preferred 
• Minimum 2 years relevant experience in luxury hotel with at least 1 year at a supervisory level 
• 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