Job Description

Company Description

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 happen the happening lobby. Challenging the status quo, we are redefining hospitality with seamless, fun, cool and smart interactions.



The Front Office Supervisor will supervise the Front Desk team in the daily operations and ensure that the highest level of hospitality and services are rendered throughout the entire guest journey. Maximise the outcome of upsell and cross-sell opportunities.

Primary Responsibilities

\xc2\xb7 Proactively engaging with guest upon arrival or during check in

\xc2\xb7 Recommend guest for either higher room category, breakfast component, early check in fee or late check out fee

\xc2\xb7 Ensuring guests receive the experience as detailed in brand standards. Aim to achieve the scores and goals set by management.

\xc2\xb7 Proactively engaging with guest upon arrival or during check in.

\xc2\xb7 Recommend guest for either higher room category, breakfast component, early check in fee or late check out fee.

\xc2\xb7 Maintain guest folios and handles all cash and credit card transactions

\xc2\xb7 Initiate and maintain effective coordination and communication within the Front Office department and other departments

\xc2\xb7 Maintain guest recognition programs, accurate guest recognition reports and handling of guests\' complaints

\xc2\xb7 Ensure all guest requests are fulfilled by coordinating with the concerned departments i.e. Housekeeping, F&B, Butler and Concierge

\xc2\xb7 Supervise the Guest Service team to ensure smooth operations during check-in and check-out, VIP management and room blocking.

\xc2\xb7 Assist guests with luggage upon their arrival and departure

\xc2\xb7 Explain room features and amenities thus ensuring guest comfort and satisfaction throughout their stay in the hotel

\xc2\xb7 Provide accurate and valuable information and directions to guests about the city and Singapore, where appropriate

\xc2\xb7 Ensure that all guests in the driveway area receive the highest level of professional welcome and farewell from our hotel

\xc2\xb7 Ensure the overall co-ordination and execution of all activities at the hotel driveway area especially in relations to guest transportation

\xc2\xb7 Maintain high standard of cleanliness and safety at hotel driveway and vicinity to upkeep the image of the hotel

\xc2\xb7 Handles all guests\xe2\x80\x99 requests and queries

Qualifications

• Minimum \xe2\x80\x98O\xe2\x80\x99 level qualification

Diploma or Degree from preferably hospitality or related field preferred

Minimum 2 years relevant experience in luxury hotel with at least 1 year at a supervisory level

Excellent written and communication skills in English and ability to communicate in a second language

Good technical knowledge of Heart of House and Guest Services Operations

Knowledge in supervisory functions like staff rostering, room assignment, requisition order, basic training, and coaching

Effective multi-tasking and time management skills

Knowledge and experience in problem solving

Has knowledge of Opera (PMS)

Additional Information

Possess strong interpersonal skills.

Understand and addresses guests and/or colleagues needs.

Train and motivate colleagues.

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

Accor