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



The Guest Experience & Loyalty Manager is responsible for leading the overall operation of the Executive Club Lounge by ensuring the team provides excellent guest experience and services throughout guest stay. He/she will supervise and is responsible for the day-to-day operations of the Executive Club Lounge. He/she will also be the centre of all communication and follow up of any incident during a guest stay.

Primary Responsibilities

Manages the guest journey from pre-arrival to post-departure

• Manages the Pullman Singapore Orchard guest experience
• Maintains close relationship with all the guests, especially Executive Club guests, VIPs
• Ensure effective management of the club\xe2\x80\x99s finances, administration and inventory of stocks and equipment to meet operational requirement; monitor monthly Food and Beverage cost and Profit and Loss
• Ensure the ambience, cleanliness and exclusivity at the lounge is always maintained; maintain all equipment and furniture
• Conducts detail check of all service periods
• Manage duty roster, ensuring adequate staff coverage
• Works with all departments to ensure seamless service
• Checks on guest experience throughout their stay
• Follow up on guests\xe2\x80\x99 feedback
• Ensures all guests complaints are resolved before departure and where required, to follow up after departure
• Encourages guests to post on all social media such as TripAdvisor, Instagram etc and reply to feedback accordingly
• Respond to emergency situations using appropriate procedures

• Train, guide, coach and develop the team to handle day-to-day duties/tasks more efficiently
• Supervises and manages employees. Manages all day-to-day operations
• Understands employee positions well enough to perform duties in employees\' absence
• Monitoring TrustYou Survey scores, replying to the feedback, updating the profile and informing the team of the
• Perform other duties as assigned
• Ensures grooming and attire of staff and makes recommendations for immediate rectification of any deficiencies.
• Keeps the guest experience team focused on the critical components of operations to drive guest satisfaction.
• Ensures guest experience team effectively handles guest requests and adheres to all hotel policies, procedures and standards while striving towards total guest satisfaction.

• Diploma or Degree from preferably hospitality or related field
• Minimum 5 years\xe2\x80\x99 relevant experience
• Excellent communication and written skills in English with ability to communicate in a second language
• Has knowledge of Opera (PMS) and POS

• 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.
• 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.
• Work well under pressure, with the ability to analyse and resolve issues by exercising good judgment.

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