Exceptional Hospitality Starts with You
Picture
yourself brightening someone’s day. When you join our Hotels team, that’s
exactly what you’ll do every time you come to work! You will be the primary
point of contact for guests during their stay, ensuring that they receive
personalized attention and support. Your role will be key in building
relationships with guests, enhancing their stay, and ensuring guest loyalty.
As a Lobby Ambassador, and managing special requests –
you’re spreading the light and warmth of hospitality by delivering memorable
experiences that make the stay for every guest.
At Hilton, our core values
define what it takes to succeed here and guide the qualities we look for
in every team member:
A passion for spreading the light and warmth
of Hospitality.
Acting with Integrity and always doing the right thing.
Inspiring others through Leadership. A belief
that Teamwork drives the best outcomes. A sense
of Ownership and accountability. And a focus on
the Now, bringing urgency and discipline to every moment,
knowing it can make a lasting impact.
In addition, this role requires
the following minimum qualifications:
- Minimum 5 years of relevant
experience in customer service supervisory role or equivalent capacity in
a service-oriented environment - Proven experience in managing
guest-facing operations and service delivery - Demonstrates calmness,
efficiency, resourcefulness, and strong organisational skills in handling daily
operations - Strong interpersonal and communication skills, with
the ability to engage effectively with guests and team members - Ability
to listen attentively and respond appropriately to guest needs, including
challenging or high-demand situations - Demonstrates accountability,
resilience, and sound judgement under pressure - Ability to adapt
and perform effectively in a dynamic work environment with varying operational
demands - Maintains a professional and presentable appearance in line
with organisational standards - Demonstrated commitment to delivering
high-quality guest service experiences - Experience in Guest Relations
or Front Office management within a luxury hotel environment - Ability
to communicate in multiple languages will be an advantage - Diploma
or Degree in Hotel Management or a related field, or equivalent professional
qualification
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.
At
Hilton, our core values define what it takes to succeed here and guide
the qualities we look for in every team member:
A passion for spreading
the light and warmth of Hospitality. Acting
with Integrity and always doing the right thing. Inspiring
others through Leadership. A belief
that Teamwork drives the best outcomes.
A sense of Ownership and accountability. And a focus on
the Now, bringing urgency and discipline to every moment,
knowing it can make a lasting impact.
In addition, this role requires
the following minimum qualifications:
- Minimum 5 years of relevant
experience in customer service supervisory role or equivalent capacity in
a service-oriented environment - Proven experience in managing
guest-facing operations and service delivery - Demonstrates calmness,
efficiency, resourcefulness, and strong organisational skills in handling daily
operations - Strong interpersonal and communication skills, with
the ability to engage effectively with guests and team members - Ability
to listen attentively and respond appropriately to guest needs, including
challenging or high-demand situations - Demonstrates accountability,
resilience, and sound judgement under pressure - Ability to adapt
and perform effectively in a dynamic work environment with varying operational
demands - Maintains a professional and presentable appearance in line
with organisational standards - Demonstrated commitment to delivering
high-quality guest service experiences - Experience in Guest Relations
or Front Office management within a luxury hotel environment - Ability
to communicate in multiple languages will be an advantage - Diploma
or Degree in Hotel Management or a related field, or equivalent professional
qualification
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.
At
Hilton, our core values define what it takes to succeed here and guide
the qualities we look for in every team member:
A passion for spreading
the light and warmth of Hospitality. Acting
with Integrity and always doing the right thing.
Inspiring others through Leadership. A belief
that Teamwork drives the best outcomes. A sense
of Ownership and accountability. And a focus on
the Now, bringing urgency and discipline to every moment,
knowing it can make a lasting impact.
In addition, this role requires
the following minimum qualifications:
- Minimum 5 years of relevant
experience in customer service supervisory role or equivalent capacity in
a service-oriented environment - Proven experience in managing
guest-facing operations and service delivery - Demonstrates calmness,
efficiency, resourcefulness, and strong organisational skills in handling daily
operations - Strong interpersonal and communication skills, with
the ability to engage effectively with guests and team members - Ability
to listen attentively and respond appropriately to guest needs, including
challenging or high-demand situations - Demonstrates accountability,
resilience, and sound judgement under pressure - Ability to adapt
and perform effectively in a dynamic work environment with varying operational
demands - Maintains a professional and presentable appearance in line
with organisational standards - Demonstrated commitment to delivering
high-quality guest service experiences - Experience in Guest Relations
or Front Office management within a luxury hotel environment - Ability
to communicate in multiple languages will be an advantage - Diploma
or Degree in Hotel Management or a related field, or equivalent professional
qualification
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.
Here’s what you’ll do during a typical
day:
- Be the brand ambassador of the hotel, providing a positive
“first impression” while guests walk-in to the hotel. - Deliver
the highest quality and brand service standards to consistently meet and exceed
Guest expectations. - Anticipate guests needs, handle enquiries
and complaints, promptly and efficiently. - Create a positive work
environment by maintaining the highest level of ethics and integrity consistent
with applicable HILTON and Conrad Centennial Singapore
guidelines. - Command a presence of respect and humility; demonstrating
the ability to motivate and readily communicate expectations and follow up
with TMs across department in the hotel. - Ensuring self is well groomed
at all time. Luxury in self-image and service delivery is to be applied at all
time. - Works with CRM systems to ensure that customer feedback
is properly logged, monitored and addressed. - Making sure SALT Score
is always above target with Overall Experience meets MTD/YTD Target. - To
be able to empower one’s self to make bold and quick decisions that is aligned
with meeting guests expectations across departments. - Welcoming
and greeting guests in the Lobby, ensuring Guests feels welcome and delivering
the WOW service to every guests handled. - Delight guests through friendly
and proficient service, ensuring repeat business through personalized, efficient
service - Involving in the Conrad Experience for guests celebrating
moments with us. - Investigate and resolve customer complaints in person,
on the phone, and via mail. - Going through Daily VIP Reports and ensuring
VIPs are greeted and send off well. All information are to be shared
with relevant department. - Ensuring the lobby is kept clean all the time,
guests are properly handled in queue and a smooth check in and check out
process. - To be aware of daily Events and its VIP Guests
arrival. - Serve your role and Team in an environmentally conscious
manner. - Develop a close and harmonious working relationship with all
the other departments in the hotel, while maintaining good communication
with other hotel departments to assist with guests' needs. - Have
complete knowledge of Hilton hotel SOPs and local
policies. - Leverage on Artificial Intelligence (AI) / technology
such as Kipsu, SALT and Synergy to proactively meet customers’ needs while
shape culture and processes for innovation and continuous
improvement - Knowledgeable on all facts on hotel products,
including room types, room rates, relative features and facilities, Food &
Beverage outlets and the Executive Lounge. - The Management reserves
the right to make changes to this job description at its sole discretion
and without advance notice.
