Job Description As Guest Services Manager, you will anticipate guests needs, address any concerns, and create a personalised experience in line with Pullman's premium standards. You will act as a key point of contact for VIP guests, handling special requests, and coordinating with various departments to ensure seamless service. This role requires a deep understanding of hospitality, attention to detail, and a passion for exceeding guest expectation. Main Duties/Responsibilities: Ensure that all guests receive a warm welcome and exceptional service from the moment they arrive until they depart. This includes personally greeting VIPs and Loyalty Members, repeat guests, and handling special requests. Anticipate guests' needs and preferences, and tailoring services to create a personalised and memorable experience. This may involve arranging special amenities, booking activities, or managing dining reservations. Collaborate with other hotel departments, such as front office, housekeeping, food and beverage, and concierge, to ensure that guest requests and expectations are met consistently and provide daily updates on VIP and Loyalty Members movements. Maintain detailed records of guest interactions, preferences, complaints, and resolutions. Reporting to senior management with insights and recommendations for service improvements. Modify the roster to ensure optimal coverage that meets guest needs.
