Reporting to Front Office Manager, the Guest Services Manager oversees the daily Front Office operations, ensuring that the highest levels of hospitality and services are delivered as per required standards. He/she will represent the Hotel in the absence of senior management, handles problem resolution and all guest related situation. Manages the flow of questions and directs guests within the lobby.
Primary Responsibilities
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.