Guest Experience Executive

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Guest Experience Executive (Security)
role at
PARKROYAL COLLECTION Pickering, Singapore
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Join to apply for the
Guest Experience Executive (Security)
role at
PARKROYAL COLLECTION Pickering, Singapore
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Managed by the Pan Pacific Hotels Group, PARKROYAL COLLECTION Pickering, Singapore is an iconic hotel landmark with a stunning hotel-in-a-garden concept that incorporates energy-saving features throughout the building.
Our sustainable project design and green efforts have earned it numerous accolades including ‘World’s Leading Green City Hotel, 2024’ title at the prestigious World Travel Awards. The 367-room hotel offers uncomplicated, modern and efficient service and a team of hotel associates who find joy in real connections
The Role
We are seeking a committed and service-oriented Guest Experience Executive to join our hospitality team. This role has been thoughtfully redesigned to integrate security operations with selected concierge and call centre responsibilities, play a pivotal role in ensuring the safety, comfort, and satisfaction of hotel guests through proactive engagement, vigilant security monitoring, and professional call handling. This is a multi-functional role best suited for individuals with strong situational awareness, service excellence, and the ability to respond effectively to both guest needs and security-related matters.
Responsibilities
Talent Profile
Guest Experience & Concierge Services
Deliver warm, professional, and personalized service throughout the guest journey—from arrival to departure.
Handle VIP guest arrangements and ensure special requests are fulfilled accurately.
Provide recommendations for local attractions, dining, transportation, and guest services.
Oversee hotel driveway and lobby area to ensure a clean, welcoming, and organized environment.
Coordinate logistics such as airport transfers, limousine bookings, and car park assistance.
Work closely with third-party service providers (e.g. restaurants, transport operators) to enhance guest satisfaction.
Supervise and support the Concierge/Bell team in their daily tasks and guest interactions.
Plan duty rosters based on operational needs and manage leave scheduling effectively.
Security & Safety
Conduct routine patrols of hotel premises and report any suspicious activity or safety hazards.
Enforce safety protocols, conduct bag checks, and assist in managing access control points (e.g. staff entrances, contractor access).
Respond to emergencies, support the Emergency Response Team (ERT), and provide first aid when needed.
Assist in managing lift and traffic control during peak hours and special events.
Support People & Culture team with locker inspections and incident reporting procedures.
Call Centre & Guest Communication
Handle inbound calls, internal communication, and guest requests using hotel systems (e.g., Avaya One-X, DuVoice).
Manage wake-up calls, do-not-disturb requests, and general phone services professionally.
Use hotel software platforms (e.g., Infrasys, TableCheck, Bartech) to manage room service orders, minibar status, and restaurant reservations.
Maintain accurate e-logs of guest communications, complaints, and follow-ups.
Escalate and resolve guest issues or service recovery cases in a tactful and timely manner.
Monitor call quality standards (e.g. response time, call abandonment rate) and provide feedback to improve service delivery.
Requirements
Able to work 4 days work week (12 hours shift)
Preferably 1 year in basic security function.
Ex-police/military personnel would be an advantage.
Basic Knowledge of fire safety
GCE ‘O’ level (any discipline)
Alert, vigilant, assertive, firm and able to project confidence.
Good communication skills (written & spoken)
Possess a valid PLRD (SSO or SSS) license
Well versed in the use of Microsoft Office tools
Seniority level
Seniority level Entry level
Employment type
Employment type Full-time
Job function
Job function Other
Industries Hospitality
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