Guest Experience Executive

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

Job Description

The Guest Experience Executive is responsible for the daily operations of the Executive Club Lounge, ensures that the highest level of hospitality, delivering F&B services, Concierge services and creating an experience throughout guest stay.

Primary Responsibilities

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

·  Supervise and direct the team of Guest Experience Executive to ensure that personalized care is provided to all hotel guests at Heart of House throughout their stay.
·  Manages the Pullman Singapore Orchard guest experience through a seamless flow of processes.
·  Upholds a flawless impression and perception of Pullman Singapore Orchard services, products, and colleagues.
·  Accommodates all guest needs and requests, anticipating guest needs, and creating memorable experiences through personalized service.
·  Works with all departments to ensure seamless service.
·  Perform other duties as assigned.

Qualifications

Knowledge and Experience

·  Minimum ‘O’ 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