Guest Service Executive - Conrad Service Centre (Conrad Singapore Orchard)

Job Description - Guest Service Executive - Conrad Service Centre (Conrad Singapore Orchard) (HOT0BD6K)

Job Number:

Work Locations:

Conrad Singapore Orchard, 1 Cuscaden Rd, Singapore 249715

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.

A Conrad Service Guest Service Executive is responsible for making the guest’s experience over the phone as pleasant as possible, by extending a warm greeting, assisting the guests with any special requests, and responding to any queries in a timely manner. The Conrad Service Guest Service Executive supervises the activities of the Conrad Service Center and provides efficient communication across various departments to ensure guests receive optimum service in accordance with the standards, policies, and procedures of the Conrad Hotels and Resorts.

What will I be doing?

As a Conrad Service Guest Service Executive, you are responsible for overseeing the Conrad Service Team activities and ensuring the completion of daily tasks. Specifically, you will be responsible for performing the following tasks to the highest standards:

• Ensure the highest standard of service is maintained by showing a pleasant and courteous manner when handling calls, following the Forbes standards.
• Answer all internal and external calls pertaining to guest requests, hotel restaurant bookings, handle e-mails and guest communications, responding to all inquiries and special requests.
• Handle any guest comments and 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.
• Ensure maximum guest recognition and accuracy using our guest history information.
• Provide adequate directions of the hotel from any location.
• Streamline communication with the team and guests to achieve consistent results.
• Update the restaurant guest’s database to be efficient and consistent regarding regulars and VIPs.
• Ensure all communications are efficiently made regarding inquiries, groups, or daily reservations.
• Practice Hilton Grooming standards including uniform dress code, cleanliness, and personal hygiene.
• Be conversant with the Hotel’s emergency system and ensure the correct procedure is known and carried out at all times.
• Maintain a high standard of telephone equipment.
• Handle all messages accurately and promptly.
• Ensure all wake-up calls are correctly recorded and processed.
• Ensure all Conrad Service Center team members are familiar with any daily events occurring in the hotel and in-house VIPs.
• Maintain the security of the Conrad Service Center at all times.
• Ensure a practical manual backup is available and trained in case of a ‘System Down’ status.
• Have good knowledge of the procedure for handling Kipsu, SynergyMMS, and OnQ PM.
• Control the hotel’s telephone and mobile phone inventory.
• Promote Hilton Honors and its associated benefits to guests who are not enrolled in the program, ensuring that existing Hilton Honors members receive personal and professional service.

What are we looking for?

A Conrad Service Guest Service Executive serving Hilton Brands is always working on behalf of our Guests and with other Team Members. To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow:

• Senior High School education or specialty in Hospitality.
• Positive attitude and excellent grooming standards.
• Commitment to delivering high levels of customer service.
• Flexibility to respond to a range of different work situations.
• Maintain high team focus by showing cooperation and support to colleagues.
• Open-minded and outgoing personality.
• Calm, organized work ethic with the ability to prioritize and meet deadlines.
• Excellent supervisory, inter-personal, and communication skills (oral and written).

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. Hilton is dedicated to providing exceptional guest experiences across its global brands.