Assistant Guest Experience Manager (Hilton Singapore Orchard)

Job Description - Assistant Guest Experience Manager (Hilton Singapore Orchard) (HOT09T5T)

Work Locations

Hilton Singapore Orchard
333 Orchard Road, Singapore
Singapore 238867

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.

Position Statement
The Assistant Guest Experience Manager meets and greets guests, providing prompt and courteous service. He/she ensures guest satisfaction and resolves challenges throughout their stay in the hotel, upgrading or promoting hotel services and amenities, ensuring quality service is provided to guests.

What will I be doing?
As the Assistant Guest Experience Manager, you will be responsible for performing the following tasks to the highest standards:

• Assist to oversee daily operations in all Guest Experience team, drive departmental objectives for self and team, ensure effective communication and working in a team to reach department KPIs.
• Create a “WOW” experience for guests, elevating guest experience - inclusive of high impact touch points and consistently meet and exceed guests and VIP expectations.
• Lead the Guest Experience team to ensure that appropriate training is conducted, and guidance is provided to perform their tasks.
• Coach new Guest Experience Executives on roles and responsibilities and support new team members in areas they are not yet competent to handle independently.
• Conduct pre-shift briefings and advise your shift team of any special events or VIP Guests in the hotel that day.
• Contribute to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and guest care.
• Promote and administer Hilton Honors programs.
• Manage queue at the desk and assist with arrivals, offering express check out for departing guests when required.
• Welcome guests on arrival and assist them during their stay, dealing efficiently with enquiries and any complaints.
• Solicit and provide feedback to the Guest Experience Manager on guest comments.
• Handle complaints promptly and efficiently, empowered to take the necessary action, informing the Duty Manager/Assistant Front Office Manager to follow-up where appropriate.
• Develop and maintain relationships with VIP guests and special attention guests, recognizing their preferences and ensuring attention is met.
• Receive special requests from guests and respond appropriately or forward requests to the appropriate team members for decisions and actions.
• Coordinate with relevant departments to arrange in-room amenity set-ups according to VIP level and for special occasions.
• Promptly answer telephone and email inquiries, inputting messages into the guest profile and advising other team members on special guests’ needs.
• Retrieve messages and communicate the content to guests, retrieving mail, packages and/or other special items for guests as requested.
• Remain calm and alert especially during emergency situations and heavy hotel activity by complying with Health & Safety, Emergency Management, the Disaster manual, and Fire procedures and regulations.
• Attend front desk daily briefings, shift handovers, meetings and share updates with the team.
• Ensure Guest Experience team has current knowledge of hotel products, services, pricing and special promotional offers, as well as daily VIP and special events.
• Understand local tourism culture and city profile to provide considerate service to guests.
• Serve your role and Team in an environmentally conscious manner.
• Familiar with hotel operating systems especially OnQ PM, Kipsu, HotSOS.
• Undertake tasks as instructed by Guest Experience Manager and/or Front Office Leaders.
• Carry out any other reasonable duties and responsibilities as assigned.

What are we looking for?
An Assistant Guest Experience Manager serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• At least 4 years of previous experience in the hotel, leisure or retail sector.
• Calm, efficient, resourceful, and organized.
• Excellent personal presentation and communication skills.
• A passion for delivering exceptional levels of Guest Service.
• Ability to listen and respond to demanding Guest needs.
• Accountable and resilient.
• Ability to work under pressure.
• Flexibility to respond to a range of different work situations.

What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. Our amazing Team Members are at the heart of it all!

Job

Guest Services, Operations, and Front Office