Conrad Services Centre Guest Services Executive - Conrad Singapore Orchard

• Relevant experience
  or qualifications in Hospitality, Tourism, Customer Service, or a related field
  are advantageous.
• A professional appearance and commitment
  to maintaining Hilton's grooming standards.
• A genuine
  passion for delivering exceptional guest experiences and customer
  service.
• Strong communication and interpersonal skills,
  with the ability to build positive relationships with guests
  and colleagues.
• The ability to work collaboratively as part
  of a team while supporting shared goals.
• Good
  organisational and time management skills, with the ability to prioritise tasks
  and work effectively in a fast-paced environment.
• A
  proactive, adaptable, and customer-focused approach
  to work.
• The ability to remain calm and composed while
  handling multiple tasks and guest requests.
• Flexibility
  to work rotating shifts, weekends, and public holidays, where operationally
  required.
• Basic proficiency in Microsoft Office
  applications and hotel operating systems is
  an advantage.

How We’ll Help
You Thrive

At Hilton, the hospitality we’re known
for doesn’t end with our guests. We proudly invest in our Team Members’
wellbeing, supporting you through all of life’s moments. When you join Hilton,
our exceptional care extends to you with unmatched perks and benefits,
including*:

Incredible travel perks – Enjoy 110 nights
of deeply discounted travel, with room rates as low as $40 USD/night at our
world-class hotels through our Go Hilton travel
program

Health & welfare benefits – From checkups
to dental cleanings to new glasses, we offer a variety of health plans that keep
you covered

*Benefits availability may vary depending
on Team Member’s location as well as terms and conditions of employment and
are subject to the terms and conditions of each specific
program/plan.

As a Conrad Services Guest Service Executive, you
are responsible to oversee the Conrad Service Team activities and ensuring
the completion of daily tasks. To support the Conrad Services Center Manager
in the absence to communicate any updated information from the various
departments to deliver outstanding guest service through every phone call.

Specifically, you will be responsible for performing the following tasks to
the highest standards:

• To ensure the highest standard of service
  is maintained showing a pleasant and courteous manner when handling calls,
  following the Forbes standards.
• Answer all internal and external calls
  pertaining guest requests, hotel restaurants bookings, handle e-mails and guest
  communications, responding to all enquiries and special requests.
• To
  handle any guest comments and to liaise with the Duty Manager when required.
   
• Handle several calls at any given time.
• Be knowledgeable
  of all hotel facilities, restaurant and bar menus and special promotions and
  be familiar with the different restaurant floor plans
  and capacity.
• Ensure maximum guest recognition and accuracy using our
  guest history information.
• Give adequate directions of the hotel
  from any locations.
• Ensure streamline communication with the team
  and guests and achieve consistent results.
• Follow through and constantly
  update the restaurant guest’s database to be efficient and consistent
  in relation to regulars and VIPs. This includes keeping track of Guest birthday,
  Anniversary to offer to make reservation, if the guest wishes to dine
  with us.
• Ensure all communication are efficiently made in regard
  to enquiries, groups or daily reservations.
• Practice Hilton Grooming
  standards including uniform dress code, cleanliness and personal
  hygiene.
• To be fully conversant with the Hotel’s emergency system and
  to ensure the correct procedure is known and carried out at all
  times.
• To ensure a high standard of telephone equipment is maintained
  at all times.
• To ensure all messages are handled accurately
  and promptly.
• To ensure all wake-up calls are correctly recorded
  and processed.
• To ensure all Conrad Service Center TM are familiar
  with any daily events occurring in the hotel and in-house VIPs.
   
• To ensure full security of the Conrad Service Center
  is maintained at all times.
• To ensure that a practical manual backup
  is available and trained in case of a ‘System Down’ status.
• To have good
  knowledge of the procedure of handling Kipsu, SynergyMMS and OnQ PM.
• To
  control the hotel’s telephone and mobile phone inventory.
• Promote Hilton
  Honors and its associated benefits to guests who are not already enrolled in
  the program, ensuring that existing Hilton Honors members receive personal
  and professional service that recognizes them as important guests and that their
  benefits are received.
• The Management reserves the right to make changes
  to this job description at its sole discretion and without advance
  notice.