Guest Services Executive (Executive Lounge)

About the company

Pullman Singapore Hill Street is positioned as an energetic, design-led hotel concept that blends playful service with high performance. The property is planned as a 350-room hotel with a rooftop bar, an executive lounge overlooking Fort Canning, the Singapore River and St Andrew’s Cathedral, plus a lively lobby, fitness centre and swimming pool.

The brand takes a non-traditional approach to hospitality, aiming to deliver smooth, engaging and contemporary guest experiences. Pullman sits within the Accor portfolio, a major global hospitality group with more than 40 brands and over 5,300 hotels worldwide, focused on creating welcoming and inspiring stays for international travellers.

Role overview

This position supports Front Office operations across the Front Desk, Executive Lounge and Concierge areas. The role is responsible for delivering polished guest service, maintaining smooth arrival and departure processes, supporting VIP handling, and ensuring the lounge and front office functions run in line with hotel standards.

Key duties

• Work across Front Desk, Executive Lounge and Concierge operations as needed.
• Support guest arrival and departure processes, including check-in, check-out and cashiering tasks.
• Register guests and allocate rooms based on confirmed reservations.
• Coordinate VIP pre-arrival arrangements for transfer guests, loyalty members and suite-paying guests.
• Compile daily VIP listings and circulate them to the relevant operational teams.
• Suggest local attractions and sightseeing options to guests.
• Safeguard guest privacy by handling personal details with strict confidentiality.
• Coordinate with Housekeeping on room status and ensure accurate room information is maintained.
• Follow credit control and cash-handling procedures carefully.
• Use internal communication logs effectively to coordinate with other team members and departments.
• Handle guest complaints and attempt immediate service recovery where possible.
• Prepare amenities for Gold, Platinum, Diamond and Limitless members, as well as suite-paying guests.
• Update, verify and enter ACDC records.
• Arrange guest decorations for packages that include them.
• Monitor guest relations email communication and respond in a timely, effective manner.
• Support and coach Guest Services Officers through guidance and on-the-job training.
• Make sure all daily guest relations tasks are completed.
• Ensure arrival and departure procedures follow SOPs and suggest improvements where appropriate.
• Provide Executive Lounge and Concierge support whenever required.
• Offer attentive service throughout the guest stay and take ownership of practical guest solutions.
• Stay informed about hotel products and services so accurate recommendations can be made.
• Escalate suspicious persons or items in the lobby to Security or the Duty Manager.
• Keep strong working knowledge of all hotel offerings.
• Maintain a tidy and well-presented Front Office area.
• Remain fully aware of hotel emergency procedures, policies and standard operating procedures.
• Attend briefings, meetings and training sessions assigned by management.
• Carry out other reasonable tasks as directed by management.

Requirements

• Strong communication and interpersonal abilities with both guests and colleagues.
• Excellent guest service mindset with a genuine focus on creating positive experiences.
• Comfortable working in a busy, fast-changing environment.
• Good analytical thinking and problem-solving capability.
• Capable of showing operational leadership with a commercial approach.
• Fluent spoken and written English.

Additional information

• Work location is centrally placed and within walking distance of City Hall MRT.
• This is a 5-day work week role.
• Duty meals and uniform are provided.
• Employees are offered comprehensive medical coverage.
• Birthday leave is included.
• Family care leave is included.
• Annual Wage Supplement (AWS) is provided.
• F&B and worldwide hotel discounts are available.