Guest Services Agent

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

The Guest Services Agent is the point of reference for guests who need assistance or information. Understanding guests’ needs and requests and provides them with personalised solutions for hotel offerings and Singapore-specific activities and attractions. He/she will also be responsible for any luggage and parcel handling from a guests or an external soure.

Primary Responsibilities

Manages all guest services tasks (Concierge / Poterage / Doorman)

• Supervises and participates in the activities of the personnel in charge of handling and safe keeping of all incoming, outgoing, and stored baggage.
• Welcomes all guests, promotes inter-hotel sales and in-house facilities, and provides directions and suggestions to the surrounding areas.
• Ensures the smooth running of the hotel entrance and driveway operations by performing all tasks in adherence with the code of ethics as accordance by Pullman Singapore Orchard.
• Accommodates all guest needs and requests, anticipating needs, and creating memorable experiences through personalized service.
• Gather, summarize, and provide information to guest about the property and the surrounding area amenities, including special events and activities.
• Ensures service standards and individual performance are aligned with Accor Hotels Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.
• Perform other duties assigned.

Knowledge and Experience

• Certificate related to customer service or hospitality
• Minimum 1 year relevant experience with Concierge or Guest Services.
• Excellent communication skills in English and ability to communicate in a second language

• Possess strong interpersonal skills.
• Understand and addresses guests and/or colleagues needs.
• 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