Guest Services Officer

Company Overview

Pullman Singapore Hill Street is presented as a lively, high-performance hospitality destination where creativity and business come together. The hotel is planned as a 350-room property with a rooftop bar, executive lounge, wide city views over Fort Canning, the Singapore River and St Andrew’s Cathedral, plus a vibrant lobby, health and fitness centre, and pool.

The brand positions itself as anything but standard, with a focus on modern, seamless and engaging guest interactions. Pullman is part of Accor, a global hospitality group with more than 40 brands and over 5,300 hotels worldwide, serving cosmopolitan travellers who enjoy blending work and leisure.

Role Summary

The Guest Services Officer will support front office operations across the Front Desk, Executive Lounge and Concierge. The role focuses on delivering polished guest service, handling arrivals and departures, coordinating room assignments, preparing VIP arrangements, managing guest requests and feedback, and supporting smooth day-to-day hotel operations.

Key Duties

• Support front office functions, including front desk, executive lounge, and concierge activities.
• Handle guest check-in, check-out, and related cashiering tasks.
• Register guests and allocate rooms based on reservation details.
• Promote higher room categories when suitable to help increase room revenue.
• Prepare arrangements for VIP arrivals, including transfer guests, loyalty members, and suite-paying guests.
• Compile the VIP list and distribute it to operational teams each day.
• Recommend nearby attractions and sightseeing options to guests.
• Arrange VIP amenities for Gold, Platinum, Diamond, and Limitless members, as well as suite-paying guests.
• Update, verify, and enter ACDC records.
• Set up guest room decorations for booked packages.
• Protect guest privacy by keeping all personal information confidential.
• Coordinate with Housekeeping to stay on top of room types and room status.
• Follow approved cash-handling and credit procedures carefully.
• Use internal communication logs effectively to stay aligned with colleagues.
• Step in for Executive Lounge and Concierge duties when needed.
• Welcome guests warmly on arrival and send them off in line with hotel service standards and SOPs.
• Support guests during their stay, respond to feedback, and take ownership of practical solutions.
• Stay knowledgeable about hotel offerings and suggest appropriate products and services.
• Escalate any suspicious persons or items in the lobby to Security or the Duty Manager.
• Keep updated on all hotel products and services.
• Maintain a tidy and well-presented Front Office area.
• Remain familiar with emergency procedures, policies, and standard operating procedures.
• Attend briefings, meetings, and training sessions as required by management.
• Carry out other reasonable tasks assigned by management.

Requirements

• Secondary or high school level education.
• Strong spoken and written English skills.
• Knowledge of additional languages, including basic local language ability, will be an advantage.
• No prior experience is necessary; training will be provided.
• Good interpersonal and guest-handling skills.
• Service-minded with strong attention to detail.
• Able to work well in a team environment and contribute positively.
• Self-driven, energetic, and proactive.
• Neat, well-presented, and professionally groomed at all times.

Benefits

• Central location within walking distance of City Hall MRT.
• Five-day work week.
• Duty meals and uniform provided.
• Comprehensive medical coverage.
• Birthday leave.
• Family care leave.
• Annual wage supplement (AWS).
• Food and beverage as well as worldwide hotel discounts.

Additional Information

This position is a full-time, on-site role in Singapore.