Guest Services Supervisor

About Pullman Singapore Orchard

Pullman Singapore Orchard is a prime destination blending contemporary hospitality with culture, style, and unique experiences. Featuring fashionable rooms and suites, vibrant dining options, wellness facilities, dynamic event venues, and an urban beach club vibe, this 5-star hotel stands out as a design-focused location. Our team culture thrives on curiosity, confidence, and ongoing development, encouraging fresh, energetic guest interactions to create memorable moments. Every role here contributes to a lively, social experience where individuals grow and innovative ideas flourish.

Role Overview

The Guest Services Supervisor is responsible for managing the Front Desk team’s daily performance, ensuring exemplary hospitality throughout the guest journey, and maximizing upselling and cross-selling opportunities to enhance revenue.

Key Responsibilities

• Engage proactively with guests during arrival and check-in processes.
• Promote upgrades such as higher room categories, added breakfast options, early check-in, or late check-out fees to guests.
• Ensure guest experiences meet brand standards, striving to achieve management's performance targets.
• Maintain guest folios and process all cash and credit transactions accurately.
• Facilitate effective communication and coordination within Front Office and other hotel departments.
• Manage guest recognition programs, prepare accurate reports, and address guest complaints appropriately.
• Coordinate with Housekeeping, Food & Beverage, Butler, and Concierge to fulfill guest requests.
• Supervise Guest Service team operations including check-in/check-out, VIP guest management, and room reservations.
• Assist guests with luggage during arrivals and departures.
• Describe room features and hotel amenities to ensure guest comfort throughout their stay.
• Provide accurate directional and local information about the city and Singapore when needed.
• Ensure all guests entering and exiting via the driveway receive a professional and courteous welcome and farewell.
• Oversee coordination and activities relating to guest transportation at the hotel driveway.
• Maintain cleanliness and safety standards around the driveway area to preserve the hotel’s image.
• Respond promptly to all guest inquiries and requests.

Qualifications and Experience

• Minimum education qualification: ‘O’ level; diploma or degree in hospitality or related discipline preferred.
• At least 2 years of relevant experience in luxury hotel operations, including a minimum of 1 year in a supervisory capacity.
• Proficient written and verbal English communication skills; ability to speak an additional language is advantageous.
• Solid understanding of Heart of House and Guest Services operations.
• Knowledgeable in supervision skills such as staff scheduling, room assignments, ordering requisitions, basic training, and coaching.
• Strong multitasking abilities and effective time management.
• Skilled in problem-solving and decision-making.
• Familiarity with Opera Property Management System (PMS).

Additional Information

• Possess excellent interpersonal and team-building skills.
• Attuned to the needs of guests and colleagues alike.
• Capable of training and motivating team members to maintain cohesion.
• Detail-oriented with a friendly and approachable demeanor.
• Remain composed under pressure, displaying good judgment to resolve issues.
• Efficient in prioritizing assignments and delegating responsibilities.
• Self-driven with initiative in a fast-paced environment.
• Uphold strict confidentiality and security of guest and hotel information.
• Competent with computer applications and property management systems.
• Adaptability to change with a positive response to evolving work conditions.